Basics of migrating Halp to Jira Service Management

Migrating to Jira Service Management Cloud from Halp gives you access to more detailed reporting, automation and integrations, and enhanced user management tools. Using Jira Service Management’s chat functionality, you can continue to raise requests and work on them directly from Slack or Microsoft Teams.

What changes if I migrate to Jira Service Management?

Administrative experience

Halp has two types of admins: queue and global. In Jira Service Management, queue admins are granted the service project admin permission, and the equivalent for global admins is the site admin permission.

Billing remains per agent, and your subscription costs after migrating will reflect Jira Service Management’s per agent pricing.

Recipes, a Slack-only feature, are now known as emoji shortcuts. You can create custom emoji shortcuts to transition an issue or add a custom field/label.

Two Halp recipes still function the same:

• The eyes emoji (:eyes:) assigns the issue to the agent who adds it.

• The ticket emoji (:ticket:) raises a request.

Agent experience

Your agents will continue to work in Slack or Microsoft Teams and can choose to visit Jira Service Management for additional service management tools if they’d like. They can still raise requests from messages, transition statuses, reply to customers, and more, all from your chat platform.

In Jira Service Management, agents work on issues, rather than tickets. They also work out of a service project instead of a Halp queue.

Billing experience

Conversational ticketing features and functionality are included with every edition of Jira Service Management at no additional cost. Your new subscription costs will reflect Jira Service Management’s per agent pricing.

Once you connect your Halp queue to a Jira Service Management project, you automatically won’t be billed for those agents in Halp at your next renewal.

You’ll stop paying for Halp completely once all queues are connected to Jira Service Management, archived, or disconnected from triage channels.

Customer experience

For the most part, your customers — those who ask for help and raise requests — won’t notice any difference in their experience. They’ll be able to get assistance from your existing request channels and communicate with your agents from your chat platform. They’ll also interact with the same bot, Atlassian Assist.

If email notifications are enabled, they’ll receive updates in both Slack/Teams and in their email inbox. Customers can unsubscribe from these emails, or you can turn off a service project’s email notifications.

Understand the queue-by-queue migration approach

You may have multiple teams using Halp at your organization, and every team might not want to migrate. Our migration process allows you to migrate each queue individually rather than an all-or-nothing approach.

Global admins can migrate every queue, while queue admins can migrate each queue they’re an admin for.

What permissions do I need to migrate?

In Halp

You need to either have global or queue admin permissions to migrate.

Global admins can perform every step of the migration, including connecting a Jira Service Management Cloud site to Halp.

Queue admins can perform every step of the migration for the queues they manage, except connecting a Jira Service Management Cloud site to Halp.

In Jira Service Management

You need to have site admin permission to migrate. If you’re the admin who creates a new site for your migration, you’ll have the correct permissions.

If you didn’t create the site, ask your existing site admin to grant you permissions. Make sure they also grant you product access to Jira Service Management.

Overview of the migration process

The migration process automates many of the steps required to move your data from Halp to Jira Service Management. The migration process includes:

1. Connecting your Atlassian cloud site to your Halp account

2. Creating a service project and copying over Halp queue statuses, fields, and forms

3. Inviting your agents

4. Connecting your queue and your service project

5. Migrating your tickets (optional)

6. Setting up your service project to match Halp (optional)

We consider a queue fully migrated once it’s connected to your service project. Your Slack or Microsoft Teams setup will continue to function during and after the migration process. You’ll customize your setup from the chat tab in your service project settings.