Halp charges per Agent or Admin who is in a Triage Channel.

An agent is any Slack User who is in a Slack Triage Channel. This is a user that can be assigned tickets, access the Halp web interface, add private notes to tickets, and a variety of other Agent actions.

An admin is a user that not only has the ability to do everything an Agent can, but also can edit fields, forms, recipes, and other administrative settings.

For more info on Halp permissions, see this article

A Triage Channel is any channel in Slack where tickets can be routed to for Agents to respond to them. For example, you might have a primary triage channel called #it-triage where all tickets go to by default and a #facilities-triage channel where facilities tickets get routed to. Both #it-triage and #facilities-triage are considered triage channels. There may be corresponding public channels for #it-help and #facilities-help; those are not considered triage channels.

No. This is useful for if you need the billing contact to be someone who is not an Agent or Admin. You can add them to a triage channel, make them an Admin, and then remove them from the triage channel.  

No, you can have unlimited users requesting tickets and will not be billed for them. These users cannot be assigned tickets, cannot write private notes, and cannot access the Halp web interface.

Yes. As soon as a user is added to a triage channel, they can view all the tickets in that channel and have full Agent capabilities.

When you add an Agent to a triage channel using /invite, you will be notified that an agent was added via a Halpbot notification in the Slack channel and your Admin will be notified that an agent was added via an email notification. You will be charged for the new Agent for the remainder of the billing cycle.

Prior to August 1st 2020, when you remove an Agent from a triage channel using /kick or /remove in Slack, your account will be credited for the value of that Agent from now until your next billing cycle, and you will see that credit reflected on your next invoice.

Effective August 1st, 2020, when you remove an Agent from a triage channel using /kick or /remove in Slack, you will renew at your lower agent count upon the next billing cycle.

Why are we making this change? Our former billing process created additional invoices and confusion for customers, and was also much different from the standard of how most SaaS products handle billing. The new process should create a simpler billing experience for customers and less complexity for the Halp team so that we can focus on building the product features you want.

First, you should unset that channel as a triage channel. If the channel was made a triage channel via Ticket Recipes, you should delete the Ticket Recipe.

If the channel was made a primary triage channel you can change it from the settings page, See more here.

If you were charged erroneously, contact us at support@halp.com.

No, an Agent or Admin can be in as many triage channels as they want and will only be charged as 1 paid user.