Configuring the channels where you get alerted about and respond to user requests is a critical part of getting the most out of Helpdesk+
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 Agent Channel Type
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Locate the message How would you like to use HelpDesk+ in this channel?
Click the Configure button in the Alerts Channel section
Configure request mapping in Slack
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Invite the bot to your channel with @helpdesk
Choose Agent channel type OR If existing channel - type /helpdesk configure
Choose your ticket types - choose one or more request types or all types from one or more service desks.
Click Submit
Configure Displayed Fields
Configure the fields displayed in Agent alerts to provide the information your team needs.
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Type /helpdesk configure
Click the configure button in the Fields to Show section.
Choose the fields you would like to display
Click the Submit button
Configure Alert Message Format
Select the message format that works best for your team.
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