Leveling Up Our HipChat Integration With HipChat Connect
The first chat integration we ever built at StatusPage let customers pipe incident and component status updates directly into their HipChat rooms. Here’s the announcement from back in the day. Since then, the integration has become one of our most popular to date, with a third of our customers now sending status updates into HipChat for internal consumption.
As we publish this post, Atlassian is announcing HipChat Connect beta, an all-new API that allows external apps, like StatusPage, to extend our functionality seamlessly within HipChat. The new platform lets teams work and solve problems faster without having to context switch. We’re super excited to be one of the early integration partners and wanted to give everyone a quick look into the new updates.
Using HipChat Connect’s Application Cards, your StatusPage updates will now include the new formatting with important contextual metadata such as the user who updated an incident and current status of an incident. To get started using cards, install the integration here.
We’re also considering letting users take actions on cards such as creating new incident updates so feel free to let us know your feedback as you begin to use HipChat Connect.
Embedding Status Within HipChat
Most of us have been there before. The Ops team gets alerted about queues backing up or API requests failing. Eventually, the issue cascades to affect the entire web application. Everyone at the company from Sales to the C-Level suite jump in chat to figure out what’s going on and how to communicate the issue with customers. Chat quickly becomes overwhelming and employees joining the conversation need to scroll back through a chain of updates to get up to speed with the latest information.
Taking advantage of HipChat Connect’s new Glance feature, every chat user will have the status information they need at their fingertips.
Glances allow us to directly access your status page in order to display relevant top level system status information right on the HipChat side panel and present entire incidents along with with the context of each update in real time. No more scrolling through a seemingly endless amount of chat updates or pulling up your status page to get the latest information you need.
Discuss Latest Updates (Coming Soon)
One of the problems with chat products up until now was the inability to reference a specific message that may have happened minutes, hours or days ago within the current conversation. Instead, you’d typically search to find the update you’re looking for, maybe copy and paste it, or use the ever handy ‘^’ to signify the fact that you’re referencing something above in the ether.
Thankfully, HipChat has rolled out a new ‘Discuss’ feature to let you bring specific messages and updates back into the fold. For example, as a Customer Support Specialist, you may be just starting your shift even though there’s been an active incident going on for the past 4 hours. Click on the Discuss button as shown in the image above and you can quickly ask a question to the Ops or Engineering teams with the context for that question front and center.
We’ll be polishing up the integration over the coming weeks and have some ideas of our own, but would love to hear your feedback on what additional StatusPage features you’d like to see extended into HipChat. Give us a shout at email@example.com with any thoughts or questions!