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Admin Set-up and Global Configurations
How to use
Personal Settings
Connecting your Jira and Slack accounts
Creating a support request
Auto resolve common issues
Public vs private threads
Approval Routing
Knowledge-base Ticket Deferment
Channel Settings
Support Channel Settings
Configuring Support Channels
Automatically create a request for each message
Automatically remind users to create requests
Welcoming users to support channels
Off Hours Support
Agent Channel Settings
Updating issues / transitions / resolution
Additional Features
Create a new request
Mapping Emojis in channels for quick create
Configure mapping between request types and channels
Custom Auto Responses
Emoji Request Status Configuration
Auto Create
Configuring Shared Channels
Auto Response
Slash Commands - /helpdesk
Agent quick-start
Hosting
Billing
Security
FAQ
Can I Schedule a Demo?
Understand user types
Add to channels
Channel types
Adding to channel
Atlassian Marketplace Billing
How to connect if Jira is behind a firewall
What is the Nextup/HelpDesk+ static IP address
How do I report on the number of issues created from Slack?
How to find your bot ID?
How to resolve a SSL certificate issue
How do I change the name of the HelpDesk+ bot?
Understanding Jira user/agent permissions
Workflow support
Is my data secure and protected?
What ticketing systems are supported?
Support
Admin Account Configurations
Administrator Access Permissions
What to know: A dministrators are globally defined per bot. Users can request access to join the administrator list. Configuring administrators: Go to https://account.nextup.ai (or your custom URL if…
HelpdDesk+ Account Settings
The Account Settings control what the bot is able to do and how it responds in Slack. The changes you make here are reflected across the entire workspace. You can limit access to users who can make c…
Configuring knowledge-base integrations
Configure your HelpDesk+ bot to integration with your preferred knowledge-base. This allows for ticket avoidance and/or rapid ticket resolution by allowing your users to find documented answers easil…

Configure Jira Create Fields in Slack
Configure which fields are shown within Slack when creating a ticket for a defined project and ticket type. This allows you to streamline ticket creation within Slack to only the necessary fields. Wh…
Customer Satisfaction Feedback (CSAT) in Slack
HelpDesk+ sends feedback requests in Slack when users requests are completed. This is a great way to understand how you are doing in the eyes of your requestors. What to know. Feedback requests are e…
