FAQ
Can I Schedule a Demo?
Yes, we love demos! We have a great pre-recorded videos here. Additionally, for any specific questions we have docs on all HelpDesk+ features.
Understand user types
Understanding users and permissions
Add to channels
Add/remove your bot from public and private channels
Channel types
HelpDesk+ has different types of channels for different purposes. The type of channel you select will effect how the app works in the channel. What to know: There are two main channel types with Help…
Adding to channel
The bot must be added to each channel you want to use it in.
Atlassian Marketplace Billing
We are moving to the Atlassian Marketplace. We’re going to be offering seamless billing and licensing via the Atlassian Marketplace for all of our apps including Integration+, following Nextup’s rece…
How to connect if Jira is behind a firewall
Connecting to Jira behind the firewall is fully supported with HelpDesk+
What is the Nextup/HelpDesk+ static IP address
If you are whitelisting our platform to allow communication with behind the firewall instances you will need our static IP addresses.
How do I report on the number of issues created from Slack?
Tracking different types of requests that are coming into your support desk is a great idea and easily accomplished with built in Jira Service Management reporting. What to know. You will be creating…
Webhooks
What is a Webhook? Webhooks are a simple method that Jira uses to notify applications like ours about events like issue creation or new comments. Rather than relying on constant polling, webhooks pro…
How to find your bot ID?
How to find your Bot ID if needed for support w/ Nextup.ai
How to resolve a SSL certificate issue
Valid SSL certificates form a foundation of secure connectivity between our systems and your Jira instance.
How do I change the name of the HelpDesk+ bot?
You can change the name of your bot in your settings in Slack. What to know. You can change the name of the bot via your settings in Slack. In Slack there is a bot and an app , you can only rename th…
Understanding Jira user/agent permissions
Is my data secure and protected?
At Nextup we take security and data protection seriously. Here's an overview of some stuff we're doing to keep your data safe.
What ticketing systems are supported?
What to know. HelpDesk+ currently works with Jira and Jira Service Management. We are exploring options to integrate with Service Now, ZenDesk, and other ticket platforms. You can submit a request fo…
