Can I Schedule a Demo?
Connecting your Jira and Slack accounts
Understand user types
Create a new request
Add to channels
Installation & Setup
Configuring Support Channels
Installation and Set up
Adding HelpDesk+ to Slack
Connect to Jira
Configuring Agent Channels
Creating a support request
Auto resolve common issues
Public vs private threads
Approving other people's requests
Mapping Emojis in channels for quick create
Automatically create a request for each message
Automatically remind users to create requests
Welcoming users to support channels
Configure mapping between request types and channels
Setup a Jira service account
Connecting to your Jira or JSM project(s)
Adding to channel
Setting up Slack channel mapping
Emoji Request Status Configuration
Customer Satisfaction Feedback (CSAT) in Slack
How to connect if Jira is behind a firewall
What is the Nextup/HelpDesk+ static IP address
How to find your bot ID?
How to resolve a SSL certificate issue
Can you update your bot name or icon?
Understanding Jira user/agent permissions
Is my data secure and protected?
What ticketing systems are supported?
Table of Contents
Updated by Brian Mohr
HelpDesk+ makes it easy to update requests from Slack.
- Locate the issue in your agent channel or threads
- Click on the View Request button
- Choose the Action you wish to update
- Set the resolution type (if needed)
All actions are performed in Jira / JSD as your agent user account. The update itself is identical to updating directly in Jira.
In the above video the Action was Transition. From this view you are also able to start a discussion about the request by clicking Discuss issue. Additionally you can assign the issue to the appropriate individual with the Assign drop down.
Finally the other options under Transition are:
- Respond to customer
- In progress, Escalate
- Cancel request
Each transition requires a comment before updating the issue, you can also cancel here if you selected the incorrect transition.