Can I Schedule a Demo?
Connecting your Jira and Slack accounts
Understand user types
Create a new request
Add to channels
Installation & Setup
Configuring Support Channels
Installation and Set up
Adding HelpDesk+ to Slack
Connect to Jira
Configuring Agent Channels
Creating a support request
Auto resolve common issues
Public vs private threads
Approving other people's requests
Mapping Emojis in channels for quick create
Automatically create a request for each message
Automatically remind users to create requests
Welcoming users to support channels
Configure mapping between request types and channels
Off Hours Support
Setup a Jira service account
Connecting to your Jira or JSM project(s)
Adding to channel
Setting up Slack channel mapping
Emoji Request Status Configuration
Customer Satisfaction Feedback (CSAT) in Slack
How to connect if Jira is behind a firewall
What is the Nextup/HelpDesk+ static IP address
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.