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Overview

Configuring the channels

where

through which you

get

are alerted about and respond to user requests is

a

critical

part of

to getting the most out of Helpdesk+.

On this page:

Table of Contents
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Expand each configuration option below 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 Agent Channel Type

  1. Locate the message

How

  1. “How would you like to use HelpDesk+

in

  1. on this channel?”

  2. Click

the

  1. Configure

button

  1. in the Alerts Channel section.

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Expand
titleConfigure request mapping in Slack

  1. Invite the bot to your channel with @helpdesk.

  2. Choose Agent channel type or type /helpdesk configure.

  3. Choose your ticket types and one or more request types. You can also choose all types from one or more service desks.

  4. Click Submit.

Expand
titleConfigure Displayed Fields

Configure the fields displayed in Agent alerts to provide

the information

your team

needs

's needed information.

  1. Type /helpdesk configure.

  2. Click

the

  1. configure

button

  1. in the Fields to Show section.

  2. Choose the fields you would like to display.

  3. Click

the

  1. Submit

button

  1. .

Expand
titleConfigure Alert Message Format

Select the message format that works best for your team.

  1. Type /helpdesk configure.

  2. Choose

a

  1. Standard or Extended in the Notification Format section.

  2. Click

the submit button

  1. Submit.