Preguntas frecuentes sobre Halp
Cambios importantes en nuestros productos de Server y Data Center
Hemos dejado de vender nuevas licencias de Server y se dejará de ofrecer soporte para Server a partir del 15 de febrero de 2024 (PT). Seguimos invirtiendo en Data Center con varias mejoras clave. Comprueba cómo te afecta.
Preguntas generales
| Nos complace anunciar que la misma tecnología que posibilita la función de tickets conversacionales de Halp en Slack y Microsoft Teams ya está disponible en Jira Service Management. Vamos a potenciar las capacidades de la primera línea de tu prestación de servicios dotándolas de la posibilidad de:
Esta nueva oferta de chat de Jira Service Management está disponible para cualquier usuario de los planes Standard, Premium o Enterprise de Cloud. |
| ¿Qué es Halp? Halp es un sistema de tickets independiente que ofrece una opción ligera de centro de ayuda para equipos en crecimiento que se inician en las herramientas de gestión de solicitudes. Se puede utilizar como herramienta de gestión de tickets independiente, sin que sea necesario disponer de un cliente para conectarse a un sistema de tickets externo. ¿Qué habrá disponible en Jira Service Management? Antes, un usuario se podía conectar a Halp con Jira Service Management, pero se necesitaba lo siguiente:
Esta nueva función de chat tiene como objetivo solucionar este inconveniente para nuestros clientes al ofrecer la capacidad directamente en Jira Service Management. Los administradores no tienen que comprar otro producto y pueden incorporar la solución fácilmente en la configuración del proyecto de Jira Service Management con tan solo unos clics.
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| Atlassian Assist es el nombre del bot que habilita tanto Jira Service Management como la función de tickets conversacionales de Halp en Slack y Microsoft Teams. Debes tener una suscripción de pago de Jira Service Management Cloud o de Halp para descargarlo y utilizarlo. |
| En los planes Standard, Premium y Enterprise de Jira Service Management ahora se incluyen las siguientes funciones, que pronto se incluirán también en el plan Free.
Para obtener más información sobre estas funciones y cómo configurarlas en tu instancia, visita esta página. |
| No. Desafortunadamente, la nueva función de chat solamente está disponible de forma nativa para la nube. Actualmente, no tenemos previsto habilitarla en Data Center. Sin embargo, los clientes de Data Center pueden seguir comprando Halp por separado para utilizar la función. |
| No, esta función solo estará disponible de forma nativa en Jira Service Management. Sin embargo, los clientes que no dispongan de Jira Service Management pueden seguir comprando Halp por separado para utilizar la función. |
| No, la función de tickets conversacionales sin interrupciones, disponible en Halp, ya forma parte de Jira Service Management de forma nativa. |
| Sí. Actualmente, tenemos clientes que utilizan Halp y Jira Service Management juntos. Puesto que Halp se sigue ofreciendo como producto independiente, una organización puede ejecutar ambas en paralelo para distintos equipos (p. ej., los equipos jurídico y de instalaciones en la solución Halp independiente y los de TI y RR. HH. en Jira Service Management). |
| Si eres cliente de un plan de pago de Halp y Jira Service Management Cloud, Halp no te cobrará nada por las colas de Halp habilitadas para Jira Service Management. Primero deberás migrar a la nueva solución de integración de Halp, tras lo cual las colas serán gratuitas. Tendrás la posibilidad de reasignar las licencias de Halp a otros equipos o esperar hasta el siguiente período de facturación para obtener una reducción en la factura de Halp. Desafortunadamente, no ofreceremos reembolsos. |
| Los clientes de Halp pueden comprar Jira Service Management y migrar la totalidad o parte de las colas de Halp al nuevo proyecto de Jira Service Management. Una vez que hayas comprado Jira Service Management, tendrás que conectar las colas de Halp que desees a un proyecto de Jira Service Management. Conecta (o desconecta) un proyecto de Jira y convierte tus agentes de Halp en agentes de Jira Service Management. Al final del período de facturación actual de Halp, el número de licencias de tu cuenta se ajustará de forma automática para incluir solamente el número de agentes que utilizan colas gratuitas de Halp habilitadas para Jira Service Management Cloud. Desafortunadamente, no ofreceremos reembolsos. |
| No estará disponible en el lanzamiento, pero está en nuestra hoja de ruta y pronto se integrará. |
| 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:
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| 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. |