Admin Set-up and Global Configurations
Admin Connection
Admin Account Configurations
Administrator Access Permissions
HelpDesk+ Account Settings
Configuring knowledge-base integrations
Configure Jira Create Fields in Slack
Customer Satisfaction Feedback (CSAT) in Slack
Admin Account Overview
Implementation Planning
How to use
Personal Settings
Connecting your Jira and Slack accounts
Creating a support request
Auto resolve common issues
Public vs private threads
Approval Routing
Knowledge-base Ticket Deferment
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
Custom Auto Responses
Enable Canned Responses
Emoji Request Status Configuration
Auto Create
Configuring Shared Channels
Managing Unsupported Plugins by Blocking Issue Creation
Auto Response
Slash Commands - /helpdesk
Agent quick-start
Hosting
Billing
Security
FAQ
Can I Schedule a Demo?
Understand user types
Add to channels
Channel types
Adding to channel
Atlassian Marketplace Billing
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?
Webhooks
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?
Support
- All Categories
- FAQ
- Channel types
Channel types
Updated
by Nick Cron
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 HelpDesk+
- Support channels - channels where end users are supported by agents and ask questions
- Agent channels - channels where agents get alerted and work on user issues
Adding to channels
- Navigate to the channel you want to use to support users
- Type @helpdesk
- Hit Enter
- Click the button Add to Channel
Selecting the Support Channel Type
- Locate the message How would you like to use HelpDesk+ in this channel?
- Click the Configure button in the Support Channel section
Selecting the 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
