Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Benefits of migrating to Jira Service Management from Halp
Halp’s features will be exclusively available in Jira Service Management starting on June 4, 2024. Keep working on requests from Slack or Microsoft Teams as you are today by migrating to Jira Service Management.
Migrating to Jira Service Management Cloud from Halp gives you access to more detailed reporting, automation and integrations, and access to enhanced user management tools. Plus, if your team already uses Atlassian products, your agents and admins can log in with the same credentials.
For the most part, your customers — those who ask for help and raise requests — won’t notice any difference in their experience. Your agents will continue to work in Slack or Microsoft Teams and can choose to visit Jira Service Management Cloud 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.
What happens if I don’t migrate?
If you decide Jira Service Management Cloud isn’t for you, we’ve built several self-service tools to help you successfully download your data from Halp before you lose access on June 4, 2024. We recommend downloading your data ahead of June 4, 2024 as you’ll lose access to your Halp account and data at that date.
Overview of changes
Admin experience
What’s not changing? | What’s changing? |
|---|---|
Admins still manage agents and settings for their service projects (known as queues in Halp). | Global admins in Halp become site admins for your Atlassian cloud site. They have access to the site's settings in Atlassian administration (admin.atlassian.com) and access to the products through this group. |
| Queue admins in Halp become project admins for their service project(s) in Jira Service Management. Unlike queue admins in Halp, project admins are always billed as agents and can access the service project’s issues. |
| Admins will have a new login experience using Atlassian accounts. |
Agent experience
What’s not changing? | What’s changing? |
|---|---|
Agents still work customer requests in triage channels. This includes replying to customers, transitioning through statuses, adding private notes, and more. | Agents work on issues, rather than tickets. They also work out of a service project instead of a Halp queue. |
| If an agent wants to work on an issue in their web browser, they can visit the Atlassian cloud site rather than Halp web. |
| Agents will have a new login experience using Atlassian accounts. |
Answers
You can continue to use Halp Answers until June 4, 2024. To help customers self-service answers and deflect requests in Jira Service Management Cloud, we recommend setting up a knowledge base.
For an automated experience using AI-powered technology, upgrade to Premium to access the virtual agent. The virtual agent helps deflect frequent tier-1 support interactions to save your team time.
Billing
What’s not changing? | What’s changing? |
|---|---|
Agents can work across multiple service projects and only count as one billable user. | Conversational ticketing features and functionality are included with every plan of Jira Service Management Cloud 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
What’s not changing? | What’s changing? |
|---|---|
Your customers (or help seekers) still ask for help in your request channels, and their comments sync with Jira Service Management and vice versa. | Your customers can access the self-service help center and web portal for Jira Service Management and may receive email alerts, depending on how you set up your service project notifications. |
The bot in Slack and Microsoft Teams is still named Assist. | Customers raise requests, rather than tickets. |
| If customer satisfaction surveys are enabled, customers can rate their experience on a scale of one to five stars, rather than picking a thumbs up or thumbs down like in Halp. |
| For Slack customers who customized their Assist logo, it will reset to the default blue life preserver logo after you fully migrate. Any custom bot names will stay the same. |
Recipes
What’s not changing? | What’s changing? |
|---|---|
The ticket emoji (:ticket:) raises a request. | For all other actions you want to automate with an emoji, use Jira Cloud automation. |
Service level agreements (SLAs)
What’s not changing? | What’s changing? |
|---|---|
You can continue to use Halp’s SLAs until June 4, 2024. | You can start using Jira Service Management’s SLAs at any time post-migration. |
Was this helpful?