Halp 常见问题解答

我们很高兴宣布，Jira Service Management 现已采用在 Slack 和 Microsoft Teams 中提供 Halp 对话式请求单体验的相同技术！

我们协助您提升服务交付一线团队的水平，赋予他们以下能力：

• 直接在 Slack 和 Microsoft Teams 中捕获 Jira Service Management 请求
• 在 Slack 或 Teams 消息和 Jira Service Management 之间双向发送和接收内部评论及公开回复
• 在 Slack 或 Teams 对话中编辑请求单字段和转换请求单

这个新的 Jira Service Management 聊天功能面向所有 Standard、Premium 或 Enterprise Cloud 用户提供。

什么是 Halp？Halp 是一个独立的请求单系统，为刚接触请求管理工具的发展中团队提供一个轻量级帮助台选项。它可以用作独立的请求单工具，不需要客户连接到外部请求单系统。

Jira Service Management 中将提供哪些功能？

以前，用户可以将 Halp 与 Jira Service Management 系统连接，但需要：

• 购买 Jira Service Management + Halp + 他们首选的聊天工具
• 在 Halp 中进行复杂设置以将系统连接在一起

这项新的聊天功能旨在通过直接在 Jira Service Management 中提供功能来为我们的客户解决这个问题。管理员无需购买其他产品，只需点击几下即可在 Jira Service Management 项目设置中轻松设置体验。

Atlassian Assist 是一种机器人，为 Jira Service Management 和 Halp 在 Slack 和 Microsoft Teams 中实施的对话式请求单功能提供支持。您必须拥有付费 Jira Service Management Cloud 或 Halp 订阅才能下载和使用该机器人。

以下功能现已包含在 Jira Service Management Standard、Premium 和 Enterprise 计划中，很快也会包含在 Free 计划中。

• 从 Slack/Microsoft Teams 创建请求单 → Jira Service Management
• 从 Jira Service Management 创建请求单 → Slack/Microsoft Teams
• 双向评论同步
• 在 Slack/Microsoft Teams 中编辑字段
• Slack/Microsoft Teams 中的事务转换
• 满意度评级

如需有关此功能以及如何在实例中进行设置的更多信息，请访问此页面。

不会。很遗憾，这个新的聊天功能仅在云端原生可用。我们目前没有在 Data Center 中支持此功能的计划。但是，Data Center 客户依然可以另行购买 Halp 来使用此功能。

不会，此功能仅在 Jira Service Management 中以原生方式提供。但是，非 Jira Service Management 客户依然可以另行购买 Halp 来使用此功能。

不是，Halp 中提供的无缝对话式请求单功能现已成为 Jira Service Management 的原生组成部分。

可以，我们目前有一些客户正在同时使用 Halp 和 Jira Service Management。

由于 Halp 仍然是作为独立产品提供的，因此组织有可能为不同的团队同时运行这两个产品（例如，设施和法务团队使用 Halp 独立产品，而 IT 和 HR 团队则使用 Jira Service Management）。

如果您同时是 Halp 和 Jira Service Management Cloud 的现有付费客户，Halp 将不再为任何 Jira Service Management 开启的 Halp 队列向您收费。

您需要先迁移到 Halp 的新集成体验，然后这些队列将会变为免费。您可以选择将这些 Halp 席位重新分配给其他团队，或者等到下一个账单周期即可看到 Halp 账单费用减少。

很遗憾，我们不提供退款。

我们欢迎 Halp 客户购买 Jira Service Management，并将部分或全部 Halp 队列迁移到新的 Jira Service Management 项目。

购买 Jira Service Management 后，您需要将任何所需的现有 Halp 队列连接到 Jira Service Management 项目。连接（或断开连接）Jira 项目，并将您的 Halp 支持人员转换为 Jira Service Management 支持人员。在当前 Halp 计费周期结束时，您账号中的席位数将自动调整为仅包括使用非付费 Jira Service Management Cloud 开启的 Halp 队列席位数。

很遗憾，我们不提供退款。

这在功能发布时暂不提供，但已在我们的路线图上，敬请期待。

Using Chat within Jira Service Management Cloud gives you the same conversational ticketing power of Halp, with a more robust ticketing system. Some of the new features you can expect are:

• One scalable platform for all teams
• Enhanced web UI with advanced analytics and reporting
• Dedicated self-service web portal
• Out-of-the-box knowledge base
• Dedicated Jira Cloud mobile app

Conversational ticketing in Jira Service Management Cloud is configurable on a per-project basis. Select a Jira Service Management project, go to Project settings > Chat and follow the steps for your designated chat platform.

Yes, Halp will no longer be sold to new customers starting on May 9, 2023. Existing customers will still have access to Halp in its current form until June 4, 2024, with an active subscription. After that date, conversational ticketing will only be available to customers with a Jira Service Management Cloud plan and will exclusively be administered through Jira Service Management.

Yes, your Halp account will stop working on June 4, 2024, but the features within Jira Service Management Cloud will continue working as-is after that date.

Yes, customers can replicate their queue configuration, agents and ticket data to Jira Service Management. The migration tool is only available for queues that are not already integrated with other Jira products (including Jira Software, Jira Work Management, and Jira Server / Data Center) or Zendesk.

Learn more in our Jira Service Management migration guide or export your data via CSV.

You have until June 4, 2024 to migrate your data. At that time, you’ll need to either export your data via CSV or migrate it to a Jira Service Management Cloud plan to continue to using conversational ticketing.

Learn how to migrate your data to Jira Service Management in our guide or export your data via CSV. Follow the step-by-step process on Halp web. If you have additional questions or issues, please contact support by submitting a request here.

You will be able to access your data as long as you have an active Halp plan. After June 4, 2024, you’ll no longer be able to access Halp data.

Step-by-step migration instructions are available on Halp web. Learn more about Jira Service Mangement chat on this product guide. Additionally, you can also export your data via CSV through June 4, 2024.

Customers who don’t migrate by June 4, 2024 will lose access to Halp’s conversational ticketing functionality and data after that date. Please complete your migration to Jira Service Management Cloud or export your data via CSV by June 4, 2024.

Step-by-step migration instructions are available on Halp web.

You might be eligible to carry over your remaining months into Jira Service Management Cloud. Use this contact form to learn more about your options.

On May 9, 2023, you will not be able to renew Halp for another annual term, but you can continue month-to-month at the pro-rata rate until June 4, 2024.

Customers on a monthly plan can continue to use Halp until June 4, 2024. Customers will have to migrate to Jira Service Management to continue to us the conversational functionality. We recommend that you follow the instructions available on Halp web for more information about your options. You may also contact Halp’s support team by using this form.

You can export all of your Answers at one time from Halp web.

In addition, as part of Halp’s evolution into Jira Service Management, we’ll soon be launching a new Virtual Agent. We’ve set up a beta program for those who want to receive early access to this feature. If you’re interested, join the waitlist for the upcoming launch of Jira Service Management’s Virtual Agent.

If you need additional assistance, please reach out to Halp’s support team.

Since Halp’s functionality only works with Slack or Microsoft Teams, and they are cloud-based, we will be including conversational ticketing on Jira Service Management Cloud only after Halp’s end-of-life on June 4, 2024. This means we will not be offering conversational ticketing with Jira Software Data Center or Jira Software Server after Halp’s end-of-life unfortunately. Customers will still have access to Halp in its current form until June 4, 2024.

We know change is hard, however, based on Jira Service Management’s product roadmap, future innovations are coming to our cloud offering that would enhance your conversational ticketing experience, such as AI-powered virtual agent and other smart capabilities.

If you would be interested in learning more about Jira Service Management chat, here are some additional resources. If you have questions about your Jira Software Data Center or Jira Software Server specific migration plans or needs, please reach out to our support team or our Customer Advocate Team.

Unfortunately, we will only be including conversational ticketing on Jira Service Management Cloud plans after Halp’s end-of-life on June 4, 2024. This means we will not be offering conversational ticketing with Jira Software, Jira Work Management, or Zendesk after Halp’s end-of-life. Customers will still have access to Halp in its current form until June 4, 2024.

We know change is hard, however, based on Jira Service Management’s product roadmap, future innovations are coming to our cloud offering that would enhance your conversational ticketing experience, such as AI-powered virtual agent and other smart capabilities.

If you would be interested in learning more about Jira Service Management chat, here are some additional resources. If you have questions about your Jira Software, Jira Work Management, or Zendesk specific migration plans or needs, please reach out to our support team or our Customer Advocate Team.

For Jira Software or Jira Work Management customers looking for a Slack or Microsoft Teams integration, please try our Jira Cloud app.