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.

Brian Mohr
Updated 4 months ago by Brian Mohr

Understand user types

Understanding users and permissions

Brian Mohr
Updated 4 months ago by Brian Mohr

Add to channels

Add/remove your bot from public and private channels

Brian Mohr
Updated 4 months ago by Brian Mohr

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…

Nick Cron
Updated 4 months ago by Nick Cron

Adding to channel

The bot must be added to each channel you want to use it in.

Brian Mohr
Updated 4 months ago by Brian Mohr

How to connect if Jira is behind a firewall

Connecting to Jira behind the firewall is fully supported with HelpDesk+

Nick Cron
Updated 1 year ago by Nick Cron

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.

Nick Cron
Updated 11 months ago by Nick Cron

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…

Nick Cron
Updated 5 months ago by Nick Cron

How to find your bot ID?

How to find your Bot ID if needed for support w/ Nextup.ai

Brian Mohr
Updated 1 year ago by Brian Mohr

How to resolve a SSL certificate issue

Valid SSL certificates form a foundation of secure connectivity between our systems and your Jira instance.

Nick Cron
Updated 1 year ago by Nick Cron

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…

Nick Cron
Updated 9 months ago by Nick Cron

Understanding Jira user/agent permissions

Brian Mohr
Updated 1 year ago by Brian Mohr

Workflow support

Brian Mohr
Updated 1 year ago by Brian Mohr

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.

Nick Cron
Updated 1 year ago by Nick Cron

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…

Brian Mohr
Updated 1 year ago by Brian Mohr

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