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
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
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
Table of Contents
- All Categories
- Hosting
- Self Hosted
Self Hosted
Updated
by Brian Mohr
Self-hosted instances provide an alternative to our secure multi-tenant cloud environment for enterprise customers with special requirements.
What to know
- Self-hosted instances us docker
- No data is sent to our system when self-hosted
- The instance is managed by your team with our remote help
- Socket mode is available for connecting with Slack
How it works
- We work with your team to sign our master software agreement to govern the usage of the docker container
- We will establish a communication channel with your team - we prefer shared Slack channels.
- Our customer success team will work with you to create your instance, configure your bot and establish connectivity.
- We help you train your users with live or recorded training sessions.
- You launch your new support process.
Technical Overview
Please read our technical overview help document to understand how our system connects to the API layers we utilize to create the solution.
