Jira Service Management from Atlassian is already a fantastic ITSM solution that can be used by every team throughout your company. But a new announcement from Atlassian makes it even better - incorporating Atlassian Assist functionality, formerly known as Halp, in to Jira Service Management.
That’s right - from May 9th, 2023, you will no longer have to purchase Atlassian Assist as an add-on app from the Atlassian Marketplace. All the incredibly useful aspects of Atlassian Assist, the ability to capture, assign, track, manage, reply to and report on requests in Slack and/or Microsoft Teams, are now available for everyone with a Jira Service Management Cloud subscription of any level - Free, Standard, Premium or Enterprise.
Evolution process - past to present
Back in 2020, Atlassian acquired Halp - a modern, lightweight help desk that lets you create, manage and reply to requests directly in Slack and Teams - in order to continue building the world’s best messaging-native app for handling service requests. But, as Atlassian like to do, they didn’t stop there. Halp continued to evolve, all the time keeping its focus on resolving issues faster and supporting internal requests, regardless of the platform.
During those intervening years, Atlassian further folded Halp into the Atlassian product stack by changing the name to Atlassian Assist and integrated its conversational ticketing experience deeper into Jira Service Management. Now Atlassian have taken the next step by folding Atlassian Assist/Halp's features directly in to Jira Service Management, so when customers ask for help in chat using Slack or Teams, your agents can respond directly within Jira Service Management, leaving your customers with a seamless experience.
Looking to the future
Consolidating Halp with Jira Service Management has also allowed Atlassian to unlock new and powerful features that their customers have been waiting for, including advanced machine-learning capabilities. Atlassian have announced that they will soon be launching an AI-powered virtual agent! Currently in beta and built using the same conversational engine as Atlassian Assist, Jira Service Management’s virtual agent will help teams to automate Tier 1 support interactions and deliver exceptional service at scale.
From May 9th, 2023 you will no longer need to buy Atlassian Assist as a separate entity through the Atlassian Marketplace. But what about if you already have an active subscription? No need to fret - current Halp customers will continue to have access to the product in it’s current form until June 4th, 2023. After that, you’ll have to have a Jira Service Management Cloud plan in order to continue enjoying the same in-app conversational ticket raising you have come to rely on.
Atlassian are excited to add the functionality and features of Atlassian Assist (aka Halp) into Jira Service Management, allowing their customers to to take advantage of a self-service portal, over 400 form templates and knowledge base support along with the ability to raise, track, automate and report on support tickets that are created directly in Slack and/or Microsoft Teams. Whether you are new to Halp or you already use Atlassian Assist, our Atlassian Certified technical experts at BDQ can help you go through your options and offer advice. Get in touch, let’s talk about what you need.