Foqal Replacement for Halp

Support for Halp ends 6/4/2024 -time to switch!

Halp Conversational Ticketing, recently renamed Atlassian Assist, will cease to exist as an independent solution and will become a component of the Jira Service Management Cloud. This leaves customers with the choice of migrating to Jira Service Management or finding another independent solution such as Foqal.

Foqal is a Slack-native support operation stack that includes ticketing, workflows, automations and reporting analytics. Foqal also integrates with systems of record Zendesk, Intercom, Atlassian Jira, and Salesforce Service Cloud to provide a complete customer experience across your entire support stack.

"Feels now like Slack is a viable support option that we can commit to, where before it felt like a liability"

Ben Robertson
Global Director of Technical Support and Customer Success, Netlify
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"Because of Foqal, I'm gathering data [Airspace] never had access to before"

Alyssa Dyas
Product Support Manager at Airspace
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"Foqal has allowed us to maximize how we communicate with our customers. Before Foqal, we were using email and experienced communication gaps that would lead to bad customer experiences. Foqal has given us an ability to stay on top of any support request from high value customers, whether that be a COVID diagnostic lab or a world class sequencing company."

Ethan Jones
Technical Support Manager at Opentrons

"Foqal helps me get a streamline view on my customers and resources and helps me bring the most critical customer issues directly into the view of me and my team."

Michelle Fogwell and Anthony Rozario
Support Manager and Support Engineer and CodeFresh
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Foqal
Foqal

Ticketing

Ticket Creation
Foqal offers 7 ways for users to create a ticket.
No user education required.

Halp requires teaching users how to add emojis or direct message a bot.
Recommended Approach
Foqal floating bar sits at the bottom of a channel and invites uses to create a request. No user education required.

Halp only offers emoji's for initiating a ticket. If user selects wrong emoji, request can be lost.
Ticket Types
Foqal configures public or private tickets based on ticket type or channel. Create public requests for IT and private requests for HR.
With Halp all tickets public only.
Emoji Actions
Foqal can assign different actions to emojis, i.e., configure ⚡ to make a ticket urgent directly from the thread.
Halp cannot not add custom actions to an emoji.
Channels
Foqal brings your Slack, Email, Web Chat into conversational support operations.
Halp only works with Slack chats.

Request Types

Custom Fields
Foqal offers custom field options for text, choice, URL, etc...

Halp only allows text.
Conditional Fields
Foqal will display solution choices based on previous ticket resolutions. It displays fields based on your workflow or logic.

Halp does not have conditional field logic for ticket deflection.
Automation
Foqal will initiate automations through integrations based on type of customer request.

Halp has basic automation.

Features

Approval Workflows
Foqal automatically looks up managers to send approval request in Slack.

Halp not included.
Automated Ticket Routing for Queues & Teams
Foqal automatically routes tickets to any number of Queues & Teams based on request type or channel.

Halp only offers (1) queue for the Slack workspace.
AI-Based Deflection
Foqal pulls in articles from different sources to automatically answer questions directly in Slack.

Halp searches for articles and returns a link.
Service Level Objectives & Agreements
Foqal has highly customizable SLAs for different severity levels, configurable for each channel.

Halp as limited SLA integration.
Hours of Operation
Foqal displays a different type of response whether you are in the office or out of office.

Halp only notifies users of office hours without routing to next available resource.
Message Retention in Slack and free Slack accounts
Once a Foqal ticket is created, you never lose it. Even if the actual Slack message is deleted due to retention policies or free Slack accounts.

Halp loses tickets due to message retention policies.

Integrations

Zendesk/Intecom/
Salesforce/Jira
Foqal has bi-directional integration with systems of record to create tickets and updates as well as back into Slack.

Halp only has one way ticket integration.
Single Sign-On, Identity Provider
Foqal looks up employee information, managers, or kick-off password resets, and other actions directly without having to go into Okta or One Login.

Halp - not included.
Workflows
Start a Zapier, Workato, or Integromat workflow directly from Foqal.

Halp - not included.

Support

Channels
Slack Connect (shared channel) to Slack with Foqal directly or Email.

Halp email and Atlassian community.
Boutique Benefit
Foqal works directly with you to understand what your needs are and often add features or improvements to fit your unique workflow.

No new features, Halp discontinued on June 4, 2024.
Service-Level Agreement
Foqal offers signed SLAs.

Halp - not included.

Lets Chat

We would like to show you Foqal in action and discuss how we can support your customer needs.
Fill out the form to set up a meeting.