Halp FAQs

After your migration, you’ll be charged per agent for your chosen Jira Service Management Cloud plan:

• For teams of 3 or fewer agents, you may find that your needs are met by the free offering of Jira Service Management Cloud, which would reduce your bill to $0.
• For annual customers, 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.
• For customers on Halp Premium or Halp Enterprise plan, you may find that your needs are met by migrating to Jira Service Management Cloud Standard, which would reduce your bill.

We recommend that you follow the step-by-step instructions available on Halp web for more information about your options. For questions specific to your Halp plan, contact Halp’s support team.

After your migration to Jira Service Management, you will no longer be charged for the standalone Halp app. Instead, you will be charged for your Jira Service Management cloud plan.

As of May 9, 2023, new customers will no longer be able to purchase Halp plans. Current customers will still have access to Halp in its current form until June 4, 2024, with an active subscription. After that date, Halp’s functionality will only be available to customers with a Jira Service Management Cloud plan and will exclusively be administered through all plans of Jira Service Management Cloud.

Here is just some of the additional functionality Halp customers can expect from Jira Service Management:

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

Alongside the conversational ticketing capabilities you already know from Halp:

• Capture requests directly in Slack and Microsoft Teams
• Bi-directionally sync comments between Slack, Microsoft Teams, and Jira Service Management
• Edit ticket fields and transition issues from your Slack or Microsoft Teams conversations

Step-by-step migration instructions are available on Halp web. Learn more about Jira Service Management chat our native conversational ticketing feature in this product guide.

What is Halp?

Prior to May 9, 2023, Halp was offered as a lightweight help desk solution. It enabled growing teams to seamlessly capture requests from Slack or Microsoft Teams and manage them through Halp’s web portal.

What is Jira Service Management chat?

Jira Service Management chat offers the same conversational ticketing capabilities of Halp directly within Jira Service Management Cloud across all plan levels (Free, Standard, Premium and Enterprise). Project admins can configure chat easily within a Jira Service Management project’s settings in just a few steps.

Atlassian Assist is the bot that powers both Jira Service Management and Halp’s conversational ticketing functionality in Slack and Microsoft Teams. On May 9, 2023, new customers must have a Jira Service Management Cloud plan to use Atlassian Assist.

The below features are now included in Jira Service Management Free, Standard, Premium, and Enterprise plans:

• Ticket creation and sync from Slack or Microsoft Teams to Jira Service Management
• Ticket creation and sync from Jira Service Management to Slack or Microsoft Teams
• Bi-directional comment syncing
• Field editing in Slack or Microsoft Teams
• Issue transition in Slack or Microsoft Teams
• Approvals in Slack or Microsoft Teams
• Ability to associate request types with individual request channels
• And the features below in Slack only:
• Customer satisfaction (CSAT) ratings
• Emojis can be used to create tickets
• Customizable bot messages to agent and requester threads (formerly known as auto-responses in Halp)
• Private updates (Teams tickets are always private)
• Ticket auto-creation in request channels

More information on Jira Service Management Chat functionality and how to set it up for your team is available in our chat documentation.

Yes. Current customers will still have access to Halp in its current form until June 4, 2024. After that date, the conversational ticketing functionality will only be available to customers with Jira Service Management Cloud plans.

Step-by-step migration instructions are available on Halp web. Learn more about Jira Service Management chat on this product guide.

Atlassian will honor your monthly contract through your plan end date or June 4, 2024, if you choose to continue renewing.

If you’re currently not a Jira Service Management Cloud customer we are offering discount opportunites to customers who migrate early from Halp. By migrating you will be able to continue to enjoy our conversational ticketing functionality featured on all Jira Service Management Cloud plans.

You can still renew Halp on a monthly basis, but you won’t have access to the following Jira Service Management features:

• 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

Want to learn more? Check out our lightning talk on supercharging your service management frontline with conversational ticketing. Step-by-step migration instructions are available on Halp web. Learn more about Jira Service Management chat on this product guide.

You can renew on a monthly basis after the announcement on April 4, 2023, however, the product will no longer be available after June 4, 2024.

If you are an annual customer, 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. Additionally, annual customers who choose to migrate before their plan is up, are eligible to carry over your remaining months into Jira Service Management Cloud. Use this contact form to learn more about your options.

Please follow the step-by-step migration instructions on Halp web. Learn more about Jira Service Management chat on this product guide.

May 9, 2023 - Halp will no longer be available for purchase by new customers.

June 4, 2024 - Customers will no longer be able to access Halp web or use Halp’s conversational ticketing system with Assist.

By June 4, 2024 you will need to either export your ticket and user data and/or migrate to Jira Service Management Cloud.

All plans: Free, Standard, Premium, and Enterprise.

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 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, we’ve recently launched the virtual service agent in Jira Service Management, which automates Tier 2 support interactions.

If you need additional assistance, please reach out to Halp’s support 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 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 service 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 or Zendesk specific migration plans or needs, please reach out to our support team or our Customer Advocate Team.

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

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 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 service 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 or Zendesk specific migration plans or needs, please reach out to our support team or our Customer Advocate Team.

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