Overview
Configuring the channels where you support users is a critical part of getting the most out of Helpdesk+ for Teams.
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Prerequisites
You must have agent permissions to configure a support channel.
Creating a Support Channel in Teams
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Click
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next to the team where you want to create your channel
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Scroll down to select add channel
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Name your channel
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.
Select Add channel.
In the window that displays, enter a Channel name, Description (optional), and Choose a channel type.
Click Create. The channel is created.
Once the channel has been created
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, click Start a post
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In the message field
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, enter
@helpdesk configureand
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click the configure button
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press Enter.
Click Configure.
Select Support Channel.
Configuring your Support Channel
Here you can set the behavior of how the channel enables and assists users in requesting support and interacting with your support team. The default is set so
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tickets are manually created
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based on users' support messages
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Once the support channel has been created via the steps above, select the channel you want to configure
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Click start a post
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type @helpdesk configure
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. Users can refer to creating support requests for the various ways users can create tickets from the support channel in Microsoft Teams.
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