Admin Set-up and Global Configurations
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
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
Workflow support
Is my data secure and protected?
What ticketing systems are supported?
Support
Table of Contents
- All Categories
- How to use
- Personal Settings
- Public vs private threads
Public vs private threads
Updated
by Brian Mohr
Make threads private when discussing sensitive information.
What to know:
- You can use the π emoji to create a private thread that is related to a Service Desk issue.
- Making a thread private will create a new direct message thread that will sync to the original issue.
- no longer sync to the issue and cannot be undone.
Making a thread private
- When in a thread associated to a Service Desk issue, select the π icon.
- In the pop-up screen confirming the change to private select Yes, go private.
- The original thread will no longer sync to the issue, and the user will get a message from the bot in the HelpDesk App. The user can now message the bot directly and the new thread will sync to the issue.
