Halp vs Enjo: Which Slack Ticketing System is Right for You?

Slack ticketing is revolutionizing IT support within business chat platforms. With everything going digital, more and more organizations are leaning on Slack ticketing. In fact, Slack's already got 65 million users every month, and that number is going to shoot up to 79 million by 2025.

So, let’s explore two prominent Slack ticketing solutions: Enjo and Halp, and examine their offerings, features, and how they fit into your company's needs.

What is Enjo?

A product of Troopr Labs Inc, an established SaaS company offering help desk solutions for organizations, Enjo integrates directly within the Slack ticketing system and links with your preferred Wiki platforms.

What is Halp?

Halp, a product of Atlassian, an Australian software company, links Slack directly to its ticketing system. It syncs with your existing ticketing system.

Enjo vs Halp Solution

To find out which ticketing solution is well-suited for your needs, let’s compare their features and capabilities and find out their use cases:

Comparing Capabilities

• Halp: A Standalone Ticketing System
  You shoot off a request in Slack, and Halp creates a ticket in its own system. But here's the kicker – if you're all about Jira integration, it might not be your best bet. See, those tickets from Halp need to be replicated in Jira, which can be a bit of a hassle. 
  Sure, it's fine if you're just after a simple ticketing system, but if you're interested in Jira integration, it might end up costing you more time and effort than it's worth.‍
• Enjo: Direct Slack Integration for Your Ticketing System
  ‍Enjo, on the other hand, offers direct integration with Jira (Software or Service Management), tailored specifically for Slack users. Instead of the back-and-forth hassle, you shoot off a request in Slack, and Enjo knows exactly where it needs to go in Jira. Unlike Halp, where you need to map manually, Enjo does it all for you automatically.
• ‍Knowledge Base Integration
  ‍In terms of integrating with a knowledge base, both Enjo and Halp do pretty much the same thing. Enjo links directly with Confluence, so when you ask a question, it can pull up matching articles right there in Slack. But with Halp, it's a bit different. You need to sync your Confluence spaces to Halp's Answers thing manually and then suggest them in Slack.
  Now, here's the catch—this might mean duplicating data from Jira and Confluence to Halp systems. So, if you want efficiency and avoid data duplication headaches, you might want to think twice before diving into Halp.

‍Comparing Features

• Request Mapping
  Enjo has a neat trick where it automatically gets the important Jira fields from your Slack forms. No hassle, no fuss! But with Halp, you need to set up Jira fields for each queue manually. So, Enjo saves you time and effort. Since you don't have to set up each field manually, it streamlines the process and reduces the chance of errors. 
• Customization
  Halp comes with pre-set default behavior for your Slack channels, which can be handy if you're looking for a quick setup. On the other hand, Enjo offers you complete freedom to customize the product behavior to your heart's content.
  With Enjo, you can tweak everything, from how your issue cards look to how your channels behave. This level of customization ensures that Enjo adapts perfectly to your unique workflow and requirements, giving you total control over your support processes.
  

• Emoji Actions
  Enjo has a cool feature called “Emoji Actions.” It lets the users in your Slack group use a bunch of emojis to create or update Jira requests right from Slack. So, just a few emojis and your request's sorted!
  As for Halp, they've got “Recipe Builder.” You can set up and trigger specific actions based on certain conditions – like "if this, then that." Plus, they've even thrown in some default recipes to get you started. So, whether you're into emoji shortcuts or crafting custom workflows, both Enjo and Halp have you covered!

• Approvals Management
  With Enjo, you can shoot approval requests straight from Slack, ensuring you never miss crucial updates. Enjo knows time is of the essence with approvals, so it sends out actionable notifications exactly when you need them. Plus, it's all about convenience—Enjo lets you approve requests with just one click.
  But here's the deal with Halp: it doesn't process approval requests. So, if you're all about staying on top of things easily, Enjo's your best bet.

• Actionable Insights
  With "Enjo Report," you can analyze insights and take action right from your Slack channels. Enjo offers 8 different report formats, allowing for in-depth analysis. Plus, you can generate both illustrative and graphical reports with ease and make updates directly from Slack, keeping everything streamlined.
  On the other hand, Halp is great for tracking team productivity metrics. It presents a visual dashboard on the web for users to view and customize reports. However, unlike Enjo, Halp doesn't provide a way to send these reports directly to Slack, which might require users to switch between platforms for analysis and action.

• Customizable Notifications
  With Enjo, you can tweak them just the way you like with features like Copilot preferences and Personal Preferences. Plus, you can use JQL filters to set the frequency, format, project, and events you want notifications for. Thanks to tailored notification settings, you can stay focused on your work without being constantly interrupted.
  On the other hand, Halp keeps you in the loop with ticket updates. It sends notifications directly to you and even shoots off email updates about ticket statuses to both the requester and followers.
  But sometimes, you might end up getting duplicate notifications, especially since Slack also pings you with thread notifications. The good news? By tweaking the Subscriber Notification setting to "Only notify when not a thread participant," you can dodge these duplicates.

• Automated Nudges
  Enjo allows proactive monitoring, keeping an eye on potential SLA breaches and pending tickets by the assignee. Meanwhile, Halp also keeps you in the loop, especially when it comes to SLA breaches. It'll shoot you a notification immediately if things start slipping. Plus, you can tweak the settings to get notified ahead of time, giving you that extra heads-up to tackle any issues before they become a problem.

• Customer Feedback
  Enjo not only records customer satisfaction reports but also updates your Jira to keep everything in one place. So, you're not just collecting data – you're getting a full picture of how happy your customers are, all neatly organized in Jira for easy reference and analysis.
  On the other hand, Halp does track CSAT data, but it doesn't sync up with the Jira Service Desk. So, while you're still getting valuable insights, you might have to juggle between different platforms to get the complete picture.

• Automated Deflection
  Confluence, Atlassian's web-based corporate wiki, is a hub for teams to collaborate and share knowledge.
  • Enjo integrates with Confluence Cloud, Server, or DC-hosted versions, allowing users to access and contribute to shared knowledge.
  • Enjo's Copilot feature presents suggestions to users, who can then vote on them, enhancing knowledge retention and future problem-solving.
  • For unresolved queries, Enjo offers integration with Jira Service Management (JSM) and Confluence, enabling users to create tickets for further assistance.
    On the flip side, Halp employs "Answers" to build an internal knowledge wiki of FAQs.
  • You can create answers in the Answer library, specifying titles, text, and associated key phrases. Halp automatically pulls relevant keywords from the text, streamlining the process.
  • If you have existing internal wikis, you can integrate them into Halp by adding a new Answer with the relevant URL.
  • Halp also lets you mark Slack messages with a book emoji to convert them into Answers, promoting knowledge sharing within the team.

‍

Pros and Cons

Halp

Enjo

‍How to Choose Between Halp and Enjo?

When you're weighing up Halp and Enjo for your IT support, you must think about how each one fits into your organization's needs and where you're headed in the future. So, consider the following factors:

Team Size and Complexity

Halp is best suited for small teams with straightforward workflows. It's designed to streamline ticketing for simpler setups. But if you're part of growing companies and enterprises already utilizing Jira Service Management (JSM) and Confluence, then Enjo's your go-to choice.

‍Integration with Existing Systems

Halp offers a standalone ticketing solution that syncs up with Slack for those teams who practically live and breathe on the platform. But if your organization's already deep into Jira Service Management and Confluence, Enjo dives right into those systems, creating a super smooth workflow where everything's managed in one place.

‍Scalability and Growth

Halp works fine for small teams at first, but as you start to ramp up, you might find yourself needing a more mature product like JSM. On the flip side, Enjo grows with your organizational growth. Leveraging the capabilities of JSM, Enjo handles whatever your organization throws at it as you expand.

Here’s how you can evaluate if you need Halp or Enjo:

1. Think about how many individuals are on your team, how complicated your setup is, and where you're headed in the future (growth trajectory). This'll help you figure out which solution is the best fit.
2. Look into how well Halp and Enjo integrate with your existing systems, such as Slack, JSM, and Confluence. You want everything to work together seamlessly.
3. Don't just think about now – think about where you'll be down the road. Make sure whichever solution you pick can grow with you without hitting any roadblocks.
4. Balance the cost of implementation, migration, and ongoing management against the features and benefits. Sure, features are great, but you must take a good look at what it'll cost to set up, switch over, and keep everything running smoothly.
5. Moving from one system to another can be a pain, so make sure the transition is as smooth as possible for your team. After all, you want something that your team will actually want to use.
6. Consider whether you're better off with a standalone option like Halp or if you need something more integrated like Enjo for your organization's long-term IT support strategy to ensure scalability and continuity.

‍Conclusion

To choose between Halp and Enjo, you must know what your team needs and where you're headed. For a small company keeping things simple on Slack, Halp's got your back. But if you're a large-scale organization, Enjo's the way to go.

When you're comparing Halp and Enjo, consider your team's size, how well they'll work with your current systems, whether they can grow with you, how much they'll set you back, whether your team will actually use them, and whether they fit into your IT support plan for the long haul.

Take your time, weigh up all these aspects, and you'll pick the one that's right for you! Here’s a free demo for you to help you choose the best one.