Admin Set-up and Global Configurations
Admin Account Configurations
How to use
Connecting your Jira and Slack accounts
Creating a support request
Auto resolve common issues
Public vs private threads
Approving other people's requests
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
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
Can I Schedule a Demo?
Understand user types
Add to channels
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
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.