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
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
Custom Auto Responses
Emoji Request Status Configuration
Configuring Shared Channels
Slash Commands - /helpdesk
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 Nick Cron
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 the bot.
- You cannot change the HelpDesk+ icon
Changing your bots name
- Go to Settings & administration in Slack.
- Go to Manage apps
- Locate the HelpDesk+ app in your list of apps and select it
- Click on the Configuration tab
- Scroll down to Bot User and click the Edit button
- Save your changes.
Changing the bot's icon in Slack
In Slack there can only be one icon for an app. If you are using our cloud / SaaS products we are unable to change the icon per customer due to this restriction. We do have a way to customize further with private label apps that are availabe in our Enterprise plans.