As Halp gained more customers, it became evident that teams were using the platform for various purposes beyond its original design – for IT Service Desk teams within Slack. To expand Halps usefulness across departments like People Ops, Design Ops, and Dev Ops, we introduced “Queues” as a new structural feature within the product architecture.

The original system, built with a single-layer of configurations, was reliant on automations (we called them “Recipes”), which struggled to handle more complex workflows of these new departments. Queues were created to add an additional layer of control and help automate routing of tickets efficiently.