Atlassian Acquires Real-time Slack-based Ticketing Solution Halp


Atlassian’s acquisition of three-year old Halp leverages Slack’s real-time messaging environment for internal Helpdesks.

Atlassian has acquired Halp, a digital helpdesk and ticketing solution that allows teams operationalize internal support requests through Slack. Synchronous communication was steadily becoming the norm, even before Coronavirus forced the majority of professionals to work remotely. Now with an increasing number of organizations adopting synchronous or in other words, real-time communication tools like Slack, where there is no time lag in the relay of the message, it becomes crucial to augment those tools with enhanced collaboration capabilities.

With this acquisition, Atlassian will implement Halp’s real-time approach to ticketing and servicing, called Halp Ticketing, for internal purposes. Users can simply send a message with a specified emoji reaction to convert the message into a ticket. Once a ticket is generated, inbound and outbound requests can be tracked within Slack itself, without having to navigate between multiple platforms.

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The announcement comes after Atlassian reinforcedOpens a new window its security capabilities with McAfee MVISION Cloud under their partnership with McAfee.

Halp already also supports integration with other platforms such as Zendesk, Jira Service Desk, Confluence etc., apart from Slack. Atlassian hinted at additional, ‘deeper’ integrations with Jira and Confluence, while reiterating their commitment to enable integration with Microsoft Teams.

The three-year old startup Halp also launchedOpens a new window Halp Answers to facilitate automated answering of tickets, which sources the required knowledge from Slack or any other connected service within the organization. A spokesperson for Halp said, “Halp Answers enables your teams to leverage the knowledge that already exists within your company to automatically answer tickets right in Slack.”

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VP of Business Development & Corporate Development at Slack, Brad Armstrong saidOpens a new window , “We’re thrilled to hear that our strategic partner Atlassian is acquiring Halp. With its messaging-first approach to support ticketing, Halp is an outstanding tool for any team already collaborating in Slack channels. We see enormous opportunities in building this business together with Atlassian.”

Terms of Halp’s acquisition by Atlassian remain undisclosed.

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