Understanding How Help Works in Slack
Are you looking for a ticketing system that integrates seamlessly with Slack? Look no further than Help. In this article, we'll explore the ins and outs of Help, including how it works as a standalone ticketing system, how it integrates with other tools like Zendesk and Jira, and how it can be used in a variety of channels.
Getting Started with Help
When you install Help, you're installing it directly into your Slack workspace. This means that you can create and work on tickets directly from Slack, without ever having to leave the app. You can use Help as a standalone ticketing system, or you can integrate it with other tools like Zendesk or Jira.
The Basics of Help
The core concept of Help is the queue. When you install Help, you'll set up a queue, which is essentially a private channel in Slack that is only accessible to agents. When a user creates a ticket, it goes into the appropriate queue, where agents can work on it and resolve the issue.
Creating Tickets in Slack
There are a variety of ways to create tickets in Slack. One option is to use an emoji trigger, which creates a ticket when a specific emoji is used. You can also create tickets directly from a channel, or by using the Help bot to raise a request.
Using Help in Channels
Help can also be used in channels, which are linked to specific queues. When a user creates a ticket in a channel, it goes into the appropriate queue, where agents can work on it and resolve the issue.
Customizing Help
Help is highly customizable, with a variety of settings that can be adjusted to meet your specific needs. You can require users to fill out a form when creating a ticket, enable private replies, and even set up auto-answering for common issues.
Pricing for Help
Help is priced per agent, with unlimited requesters and triggers. The number of agents is determined by the membership of your triage channels and queues.
Conclusion
Help is a powerful ticketing system that integrates seamlessly with Slack. Whether you're using it as a standalone system or integrating it with other tools, Help can help you streamline your support process and resolve issues more efficiently.
👍 Pros:
- Seamless integration with Slack
- Highly customizable
- Can be used in a variety of channels
👎 Cons:
- Pricing is based on the number of agents
- Some features require a premium subscription
Highlights
- Help is a ticketing system that integrates with Slack
- The core concept of Help is the queue
- Tickets can be created in a variety of ways, including using an emoji trigger or the Help bot
- Help is highly customizable, with a variety of settings that can be adjusted to meet your specific needs
- Help is priced per agent, with unlimited requesters and triggers
FAQ
Q: Can Help be used as a standalone
