Versions Compared

Old Version 6

changes.mady.by.user Megan Storie

Saved on

compared with

New Version Current

changes.mady.by.user Michelle Ruoff

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

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
minLevel1
maxLevel6
outlinefalse
styledisc
typelist
printabletrue

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+ on this channel?”

  2. Click

the

  1. Configure

button

  1. in the Alerts Channel section.

support channel and alerts channel Image Removed
support channel and alerts channel Image Added
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 your team'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.