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Halp FAQs

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Wichtige Änderungen an unseren Server- und Data Center-Produkten
Wir haben den Verkauf für neue Server-Lizenzen beendet und werden den Support für Server-Produkte am 15. Februar 2024 (PT) einstellen. Wir werden weiterhin mit mehreren wichtigen Verbesserungen in Data Center investieren. Finde heraus, was das für dich bedeutet.

General Questions

What’s happening with Halp and Jira Service Management? Copy link to heading Copied! Show

We’re thrilled to announce that the same technology that powers Halp’s conversational ticketing experience in Slack and Microsoft Teams is now available in Jira Service Management!

We’re supercharging the abilities of your service delivery frontline by giving them the ability to:

  • Capture Jira Service Management requests directly in Slack 
  • Bi-directionally send and receive internal comments and public replies between Slack messages and Jira Service Management
  • Edit ticket fields and transition tickets from your Slack conversations

This is currently only available for Slack but Microsoft Teams is coming soon.

This new Jira Service Management chat offering is available to any Standard, Premium, or Enterprise Cloud user.

What’s the difference between Halp standalone and the new chat functionality in Jira Service Management? Copy link to heading Copied! Show

What is Halp? Halp is a standalone ticketing system that offers a lightweight help desk option for growing teams that are new to request management tools. It can be used as a standalone ticketing tool, not requiring a customer to connect to an external ticketing system.

What will be available in Jira Service Management?

Previously, a user could connect Halp with Jira Service Management, but it required:

  • Purchasing Jira Service Management + Halp + their chat tool of choice
  • Going through Halp with a complex set up to hook the systems together

This new chat functionality aims to solve this for our customers by providing the capability directly within Jira Service Management. Admins do not have to purchase another product and can set up the experience easily within Jira Service Management project settings in just a few clicks.

 

What is Atlassian Assist? Copy link to heading Copied! Show

Atlassian Assist is the name of the bot that powers both Jira Service Management and Halp’s conversational ticketing functionality in Slack and Microsoft Teams. You must have a paid Jira Service Management cloud or Halp subscription to download and use.

Which Halp features are included in Jira Service Management Free/Standard/Premium/Enterprise? Copy link to heading Copied! Show

The below features are now included in Jira Service Management Standard, Premium, and Enterprise plans. They will also soon be included in the Free plan.

  • Ticket Creation from Slack → Jira Service Management
  • Ticket Creation from Jira Service Management → Slack
  • Bi-directional comment syncing
  • Field Editing in Slack
  • Issue Transition in Slack
  • Satisfaction Ratings

For more information on this functionality and how to set it up in your instance, please visit this page.

Will the new chat functionality be included in Jira Service Management Data Center? Copy link to heading Copied! Show

No, unfortunately this new chat functionality is only available natively for cloud. We currently do not have plans to support this on Data Center. However, Data Center customers can continue to purchase Halp separately in order to use this functionality.

Will the new chat functionality be available in other Jira products? Copy link to heading Copied! Show

No, this functionality will only be available natively in Jira Service Management. However, non-Jira Service Management customers can continue to purchase Halp separately in order to use this functionality.

Will Jira Service Management’s new chat capabilities include Answers? Copy link to heading Copied! Show

No, Halp Answers is not currently supported by Jira Service Management’s new chat capabilities. However, this is on our roadmap so check back soon.

Do I need to have Halp to use the Jira Service Management chat functionality? Copy link to heading Copied! Show

No, the seamless conversational ticketing functionality available in Halp is now natively part of Jira Service Management.

Can I use both Halp and Jira Service Management together? Copy link to heading Copied! Show

Yes, we currently have customers that use both Halp and Jira Service Management together.

Because Halp is still offered as a standalone product, an organization can potentially run both side by side for different teams (eg facilities, legal on Halp standalone, while IT and HR on Jira Service Management).

What happens to my bill if I’m an existing customer of both Halp and Jira Service Management? Do I get a refund? Copy link to heading Copied! Show

If you're an existing paid customer of both Halp and Jira Service Management Cloud, you will no longer be charged by Halp for any Jira Service Management-enabled Halp queues.

You’ll need to migrate to Halp’s new integration experience first, after which point those queues will become free. You'll have the option to reallocate those Halp seats to other teams, or wait until your next billing period to see your Halp bill reduced.

Unfortunately, we will not be offering refunds.

If I’m an existing Halp customer that doesn’t currently use Jira Service Management but would like to migrate some or all of my queues to Jira Service Management, what happens to my bill? Will I be able to migrate my data? Copy link to heading Copied! Show

Halp customers are welcome to purchase Jira Service Management and migrate some or all of your Halp queues over to your new Jira Service Management project.

Once you purchase Jira Service Management, you’ll need to connect any desired existing Halp queues to a Jira Service Management project. Connect (or disconnect) a Jira Project and convert your Halp agents to Jira Service Management agents. At the end of the current Halp billing period, the number of seats on your account will automatically adjust to include only the number of agents using non-paid Jira Service Management Cloud-enabled Halp queues.

Unfortunately, we will not be offering refunds.

When will Microsoft Teams be available? Copy link to heading Copied! Show

The integration with Microsoft Teams is coming soon.

Will there be any functionality differences between Slack and MS Teams? Copy link to heading Copied! Show

While the primary chat functionality will be similar, specific features and capabilities may vary between Slack and Microsoft Teams based on technological limitations.

Is Halp standalone going away? Copy link to heading Copied! Show

No, Halp isn’t going anywhere. We’ve got an exciting roadmap ahead and customers can continue to use Halp as their primary ticketing system or integrate with other tools like Jira and Zendesk.