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Overview

Configuring the channels where you support users is critical to getting the most out of Helpdesk+.

On this page:

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Expand each configuration option to learn more.

Expand
titleAdding to channels

  1. Navigate to the channel you want to use to support users

  2. Type @helpdesk.

  3. Hit Enter.

  4. Click

the button

  1. Add to Channel.

Expand
titleSelect Support Channel Type

  1. Locate the message

. How

  1. “How would you like to use HelpDesk+ on this channel?”

  2. Click

the

  1. Configure

button

  1. in the Support Channel section.

Expand
titleConfigure Request Types

  1. Type /helpdesk configure.

  2. Choose your ticket types

-

  1. : choose one or more request types or all from one or more service desks.

  2. Click Submit.

  3. Test it out by typing /helpdesk.

Expand
titleAuto-Remind

Enable auto-reminder to remind users automatically to create requests when they write to your support team.

  1. Type /helpdesk configure.

  2. Click the checkbox next to Auto Create.

  3. Save the settings.

Expand
titleAuto-Create

Enable auto-create to automatically create an issue for each message sent to your support channel.

Auto-Create only works when a single issue type is configured, and the issue must have only the required field.

  1. Type /helpdesk configure.

  2. Choose a single request type.

  3. Click the checkbox next to Auto Create.

  4. Save the settings.

Expand
titleWelcome Message

  1. Type /helpdesk configure.

  2. Click

the

  1. Settings

button

  1. under Advanced.

  2. Click

the

  1. Configure

button

  1. under

the

  1. Welcome Message

heading

  1. .

  2. Add your custom message.

  3. Save the settings.

Expand
titleQuick Create Emoji Mapping

  1. Type /helpdesk configure.

  2. Click

the

  1. Settings

button

  1. under Advanced.

  2. Click

the

  1. Configure

button

  1. under

the

  1. Quick Create

heading

  1. .

  2. Choose a request type from the

dropdown

  1. drop-down.

  2. Choose an Emoji to map to the request type.

  3. Save the settings.