Overview

Configuring the channels where you support users is a critical part of getting the most out of HelpdeskHelpDesk+ for Teams.

Prerequisites

• You must have agent permissions to configure a support channel.

Creating a Support

channel in Teams

1. Click next to the team where you want to create your channel.

2. Select Add channel.

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3. In the window that displays, enter a Channel name, Description (optional), and Choose a channel type.

4. Click Create. The channel is created.

5. Once the channel has been is created, click Start a post.

6. In the message field, enter @helpdesk configure and press Enter.

7. Click Configure.

8. 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 tickets are manually created based on users' support messages. Users can refer to creating support requests Creating a Support Request for the various ways users can create tickets from the support channel in Microsoft Teams.