May
12
2020
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Atlassian acquires Halp to bring Slack integration to the forefront

Atlassian announced today that it was acquiring Halp, an early-stage startup that enables companies to build integrated help desk ticketing and automated answers inside Slack. The companies did not disclose the purchase price.

It was a big day for Halp, which also announced its second product today, called Halp Answers. The new tool will work hand in glove with its previous entry Halp Tickets, which lets Slack users easily create a Help Desk ticket without leaving the tool.

“Halp Answers enables your teams to leverage the knowledge that already exists within your company to automatically answer tickets right in Slack . That knowledge can be pulled in from Slack messages, Confluence articles or any piece of knowledge in your organization,” the company wrote in a blog post announcing the deal.

Note that integration with Confluence, which is an Atlassian tool. The company also sees it integrating with Jira support for other enterprise communications tools down the road. “Existing Halp users can look forward to deeper (and new) integrations with Jira and Confluence. We’re committed to supporting Microsoft Teams customers as well,” Atlassian wrote in a blog post.

Halp is selling early, having just launched last year. The company had raised a $2 million seed round in April 2019 on a $9.5 million post valuation, according to PitchBook data. The startup sees an opportunity with Atlassian that it apparently didn’t think it could achieve alone.

“We’ll be able to harness the vast resources at Atlassian to continue with our mission to make Halp the best tool for any team collaborating on requests with other teams. Our team will grow and be able to focus on making the core experience of Halp even more powerful. We’ll also develop a deeper integration with the Atlassian suite — improving our existing Jira and Confluence integrations and discovering the possibilities of Halp generating alerts in Opsgenie, cards in Trello, and much more,” the company wrote.

Halp’s founders promise that it won’t be abandoning its existing customers as it joins the larger organization. As a matter of fact, Halp is bringing with them a slew of big-name customers, including Adobe, VMware, GitHub and Slack.

Aug
14
2019
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Slack announces new admin features for larger organizations

Slack has been working to beef up the product recently for its larger customers. A couple of weeks ago that involved more sophisticated security tools. Today, it was the admins’ turn to get a couple of new tools that help make it easier to manage Slack in larger settings.

For starters, Slack has created an Announcements channel as a way to send a message to the entire organization. It would typically be used to communicate about administrative matters like changes in HR policy or software updates. The Announcements channel allows admins to limit who can send messages, and who can respond, so the channels stay clean and limit chatter.

Illan Frank, director of product for enterprise at Slack, says that companies have been demanding this ability because they need a clean channel with reliable information from a trusted source.

“With this feature, [admins] can set this channel up as an announcement-only channel with the right folks in [IT or HR] who can who make announcements, and now this is a clean, controlled environment for important announcements and updates,” Frank explained.

The other piece Slack is announcing today is new APIs for creating templated workspaces. This is especially useful in environments where users have to create a bevy of new spaces frequently. Picture a university with professors setting up spaces for each of their classes with a set of tools for students, who all have to join the space.

Doing this manually, especially when everybody is setting them up at the same time at the beginning of a semester, could be tedious and chaotic, but by providing programmatic templated workflows, it brings a level of automation to the process.

Frank says while workspaces in and of themselves are not new, the automation layer is. “What is new about this is the API and the ability to automate the creation and management of these connectors [programmatically with code],” he said.

For starters, it will allow automated workspace creation based on information in Web forms. Later, the company will be adding scripting capabilities to build even more sophisticated workflows with automated configuration, apps and content.

Finally, Slack is automating the approval process for tools used inside Slack channels or workspaces. Pre-approved applications can be added to Slack automatically, while those not on the approved list would have to go through a separate process to get approved.

The Announcements tool is available starting today for customers with Plus and Enterprise Grid plans. The API and approval tools will be available soon for Enterprise Grid customers.

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