Admin Set-up and Global Configurations
Admin Connection
Admin Account Configurations
Administrator Access Permissions
HelpDesk+ Account Settings
Configuring knowledge-base integrations
Configure Jira Create Fields in Slack
Customer Satisfaction Feedback (CSAT) in Slack
Admin Account Overview
Implementation Planning
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
Enable Canned Responses
Emoji Request Status Configuration
Auto Create
Configuring Shared Channels
Managing Unsupported Plugins by Blocking Issue Creation
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?
Webhooks
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?
Support
Table of Contents
- All Categories
- How to use
- Channel Settings
- Support Channel Settings
- Welcoming users to support channels
Welcoming users to support channels
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~strike~will producestrikethroughtext
