Table of Contents

Configuring Support Channels

Nick Cron Updated by Nick Cron

Configuring the channels where you support users is a critical part of getting the most out of Helpdesk+

Training Video

Watch this video to learn how this feature works and get some tips and tricks.

Adding to channels

  1. Navigate to the channel you want to use to support users
  2. Type @helpdesk
  3. Hit Enter
  4. Click the button Add to Channel

Select Support Channel Type

  1. Locate the message How would you like to use HelpDesk+ in this channel?
  2. Click the Configure button in the Support Channel section

Configure Request Types

  1. Type /helpdesk configure
  2. Choose your ticket types - choose one or more request types or all types from one or more service desks.
  3. Click Submit
  4. Test it out by typing /helpdesk

Auto-Remind

Enable auto-remind to remind users automatically to create requests when they write your support team.

  1. Type /helpdesk configure
  2. Click the checkbox next to Auto Create
  3. Save the settings

Auto-Create

Enable auto-create to automatically create an issue for each message sent to your support channel.

Auto-Create only works when a single issue type is configured and the issue must have only required field.
  1. Type /helpdesk configure
  2. Choose a single request type
  3. Click the checkbox next to Auto Create
  4. Save the settings.

Welcome Message

  1. Type /helpdesk configure
  2. Click the Settings button under Advanced
  3. Click the Configure button under the Welcome Message heading
  4. Add your custom message
  5. Save the settings.

Quick Create Emoji Mapping

  1. Type /helpdesk configure
  2. Click the Settings button under Advanced
  3. Click the Configure button under the Quick Create heading
  4. Choose a request type from the dropdown
  5. Choose an Emoji to map to the request type
  6. Save the settings.

How did we do?

Installation and Set up

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