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
Approving other people's requests
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
Emoji Request Status Configuration
Configuring Shared Channels
Agent quick-start
Hosting
Billing
Security
FAQ
Can I Schedule a Demo?
Understand user types
Add to channels
Channel types
Adding to channel
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
Table of Contents
- All Categories
- How to use
- Channel Settings
- Agent Channel Settings
- Configuring Agent Channels
Configuring Agent Channels
Updated
by Nick Cron
Configuring the channels where you get alerted about and respond to user requests is a critical part of getting the most out of Helpdesk+
Adding to channels

- Navigate to the channel you want to use to support users
- Type @helpdesk
- Hit Enter
- Click the button Add to Channel
Select Agent Channel Type

- Locate the message How would you like to use HelpDesk+ in this channel?
- Click the Configure button in the Alerts Channel section
Configure request mapping in Slack

- Invite the bot to your channel with @helpdesk
- Choose Agent channel type OR If existing channel - type /helpdesk configure
- Choose your ticket types - choose one or more request types or all types from one or more service desks.
- Click Submit
Configure Displayed Fields
Configure the fields displayed in Agent alerts to provide the information your team needs.

- Type /helpdesk configure
- Click the configure button in the Fields to Show section.
- Choose the fields you would like to display
- Click the Submit button
Configure Alert Message Format
Select the message format that works best for your team.

- Type /helpdesk configure
- Choose a Standard or Extended in the Notification Format section.
- Click the Submit button