Admin Set-up and Global Configurations
Admin Connection
Admin Account Configurations
Administrator Access Permissions
HelpdDesk+ Account Settings
Configuring knowledge-base integrations
Configure Jira Create Fields in Slack
Customer Satisfaction Feedback (CSAT) in Slack
Admin Account Overview
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
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?
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
Table of Contents
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- FAQ
- How do I report on the number of issues created from Slack?
How do I report on the number of issues created from Slack?
Updated
by Nick Cron
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 a new report in your service desk project in Jira.
Creating your report
- Go to your service desk project in Jira Service Management
- Go to Reports.
- Scroll down and choose New Report
- Give your report a name i.e. Requests by Source
- Click the Ad Series button
- Choose Created in the Series dropdown.
- Add the following in the filter by text field
request-channel-type = API
- Click the Add button.
- Click the Create button to create your report.
Adding the email and portal based series
You can also add the other sources to your report if you want to compare requests from Slack with the other sources.
- Go back to your new report
- Click the Ad Series button
- Choose Created in the Series dropdown.
- Add the following in the filter by text field
For email
request-channel-type = email
For Portal
request-channel-type = portal
What if I create other requests via API?
There is not a way currently to add new sources to the request-channel-type object in Jira Service Management so we are unable to add a new way to specify only HelpDesk+ requests.
