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Overview

Excerpt

This article explains how to install and connect HelpDesk+ for Slack as an admin.

On this page:

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Prerequisites

  1. You must be a Jira admin to install.

Info

If you are not a Jira admin, contact your Jira admin and send them the information in this document to get them started.

Step-by-step guide

NOTES

  • You can only establish one Jira connection to one Slack workspace. If you need to connect Jira to multiple workspaces, please contact support@appfire.com to discuss Enterprise options.

  • The user used for the initial connection will dictate the Jira access available when using the Bot.

  • The user must have Slack permissions to add a bot to the workspace.

  • We do not recommend configuring Jira Service Management projects and non-JSM (such as Jira Core or Jira Software) projects simultaneously. While it is allowed, permissions may not work correctly in Jira Service Management projects.

Download the app from Atlassian Marketplace

  1. Go to https://marketplace.atlassian.com/apps/1224706/helpdesk-ai-powered-slack-support and search for HelpDesk+ for Slack.

  2. Select your hosting type (Cloud or Data Center) and click Try it free.

    • For Cloud customers, choose your Jira instance from the dropdown menu and click Start Free Trial. This will redirect you to Manage Apps in your Jira instance. Look for a notification in the bottom left corner indicating that HelpDesk+ for Slack is being added.

    • For Data Center, you will be redirected to my.atlassian.com, where you will generate a license and be presented with installation instructions.

Configure the app

  1. Click Get Started on the notification or Configure on the Manage Apps entry after installation.

  2. Click Copy and select Go to the Application Links.

Info

The experience looks slightly different here for Cloud and Data Center.

Image showing try for free button in the Atlassian MarketplaceImage showing that slack Integration plus for Jira is being addedImage showing the copy button and Go to application links button

Cloud

a. Click Create link, leave the Direct application link option selected, paste the application URL (typically https://account.nextup.ai), and click Continue.

b. Review the link, select I am an administrator, and click Continue to proceed. Skip to Step 3 below.

Create link modal

Data Center

a. Click Create link, leave the selection on Atlassian Product, paste the application URL (typically https://account.nextup.ai), and click Continue.

If you are on an older version of Jira Data Center, you must paste the application URL before clicking Create new link.

Jira 9, after clicking Create link

  1. You will be redirected back to Jira. Click Allow to grant permission for the integration.

  2. Select the correct Slack account or workspace and click Accept and Continue. 

  3. Complete the Slack authentication steps as prompted.

  4. Choose the HelpDesk+ application by clicking Add to Slack. 

  5. Grant HelpDesk+ permission to access your Slack workspace by selecting Allow. 

  6. Congratulations! HelpDesk+ has been successfully installed and integrated with your Jira instance.

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