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Overview

The HelpDesk + Slack integration enhances support accessibility by allowing users to create tickets, receive automated responses, and access knowledge base articles directly within Slack, even during non-business hours.

  • Off-hours support is available

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  • only on support channels

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  • .

  • You can set off hours behavior per channel.

  • You can specify

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  • on-hours (working day) times and days.

  • You can specify different ticket creation

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  • behaviors between both on and off-hours.

  • You can set a default auto-responder message to display regardless of on/off hours settings.

How to configure

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  1. Type

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  1. /helpdesk configure

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  1. in your support channel.

  2. Click

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  1. Configure to access that channel's settings.

  2. Click the settings button near

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  1. Off Hours Support

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  1. .

  2. Click the checkbox to enable off-hours support.

  3. Set your

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  1. team's working hours, time zone, and days. Off-hours support is active outside of these times/days.

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  1. You can add the message you want

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  1. to send to your users.

  2. (Optional

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  1. ) Configure support channel options for off-hours mode.

Off Hours configImage Added