Table of Contents
Configuring Support Channels
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

- Navigate to the channel you want to use to support users
- Type @helpdesk
- Hit Enter
- Click the button Add to Channel
Select Support Channel Type

- Locate the message How would you like to use HelpDesk+ in this channel?
- Click the Configure button in the Support Channel section
Configure Request Types

- Type /helpdesk configure
- Choose your ticket types - choose one or more request types or all types from one or more service desks.
- Click Submit
- Test it out by typing /helpdesk
Auto-Remind
Enable auto-remind to remind users automatically to create requests when they write your support team.

- Type /helpdesk configure
- Click the checkbox next to Auto Create
- 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.

- Type /helpdesk configure
- Choose a single request type
- Click the checkbox next to Auto Create
- Save the settings.
Welcome Message

- Type /helpdesk configure
- Click the Settings button under Advanced
- Click the Configure button under the Welcome Message heading
- Add your custom message
- Save the settings.
Quick Create Emoji Mapping

- Type /helpdesk configure
- Click the Settings button under Advanced
- Click the Configure button under the Quick Create heading
- Choose a request type from the dropdown
- Choose an Emoji to map to the request type
- Save the settings.