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Public vs private threads
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Knowledge-base Ticket Deferment
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Automatically create a request for each message
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Create a new request
Mapping Emojis in channels for quick create
Configure mapping between request types and channels
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Auto Create
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Slash Commands - /helpdesk
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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
Workflow support
Is my data secure and protected?
What ticketing systems are supported?
Support
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- Knowledge-base Ticket Deferment
Knowledge-base Ticket Deferment
Updated
by Megan Storie
Configure your HelpDesk+ bot to integrate with your preferred knowledge-base for efficient ticket management. By doing so, your end-users will have the ability to find documented answers easily, which can help them avoid ticket creation or resolve tickets rapidly.
What to know
- Integrating a knowledge-base with your HelpDesk+ bot can help reduce ticket volume by allowing users to find answers to their questions without having to create a ticket.
Ticket Deferment with welcome message

- Ensure that your knowledge-base is hosted elsewhere and is accessible by the bot. You can configure the knowledge-base integrations to achieve this.
- Invite the bot to the relevant channel where your users will interact with it.
- When a user sends a message to the channel, the bot will respond with a welcome message that includes a "search" button.
- Clicking on the "search" button will allow users to search for documented answers related to their query.
By using this feature, end-users can quickly access the information they need without having to create a ticket or wait for a response from a support agent.