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
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
Slash Commands - /helpdesk
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?
Updated by Brian Mohr
Customer requests for new features are really important to us and we keep a public backlog to allow you to stay up to speed with what we are working on.
To create a new feature request follow these steps.
- Go to https://trello.com/b/33aYB6ma/helpdesk
- Review the current features on the board (in case your idea is already there)
- Click on the Submit ideas here card in the ideas column
- Add a comment with your idea.
Our team will get alerted and will review and respond to your feature request and you will get notified when we reply.
If you want to track the progress of your idea then follow the board or the card with your idea once it is reviewed an accepted.
While we can't complete all customer ideas we value your feedback and will incorporate as many customer feature requests as possible.