Admin Set-up and Global Configurations
Admin Account Configurations
How to use
Connecting your Jira and Slack accounts
Creating a support request
Auto resolve common issues
Public vs private threads
Approving other people's requests
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
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
Configuring Shared Channels
Can I Schedule a Demo?
Understand user types
Add to channels
Adding to channel
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
Is my data secure and protected?
What ticketing systems are supported?
Table of Contents
Updated by Brian Mohr
Welcoming users to your support channels in Slack is a great way to help users understand how to best interact with your team.
What to know
- Welcome message sent to each user who joins the configured channel
- Message can be customized to share company policies, best practice, etc
- Users will get a Create button in the welcome message to easily create an issue
Example Welcome Message
Welcome Message Configuration
- Click the Configure button - OR - 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.
Formatting welcome messages with markdown
The text area used to add custom welcome messages accepts markdown formatting.
These basic visual styles are very simple to use:
_italic_will produce italicized text
*bold*will produce bold text