Halp FAQs

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 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.

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.

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.

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.

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.

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.

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

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).

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.

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.

The integration with Microsoft Teams is coming soon.

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

It will not be available at launch but this is on our roadmap and coming soon.

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.