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Overview
Agents must have both a Slack user account and a JSM agent account.
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We base notification and ticket creation options
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on how each support organization configures
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its channels and options.
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Agents can use Slack
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on desktops, web
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browsers, or mobile devices.
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We sync all conversations
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automatically.
Connecting your Slack and JSM user accounts
Before you can start using HelpDesk+, you need to connect your Slack and JSM (Jira Service Management) accounts.
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Connection is a quick, one-time step.
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On this page:
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Working in support request channels
Slack support channels are the primary way that your end-users will request support.
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You can set up support channels in several ways depending on how your organization services requests. One
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typical process is for agents to create tickets on behalf of the requestor's initial message.
Your end-user requests support by sending a Slack message to your support channel.
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You can create a ticket manually or automatically based on
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your support channel
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setup.
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As an agent
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, you respond in the Slack thread
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created by the newly created support ticket.
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Working in agent alert channels
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We display service request notifications
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as Slack messages in your alert channels.
Any agent in that channel can assign the ticket to themselves
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or
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others.
Clicking on the thread
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created from the notifications
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lets you
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talk directly to the ticket requestor.
All conversations between you and the person requesting help
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are tracked to the associated service ticket
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.
How to
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communicate in threads
Agents and users requesting support see different thread headers that show the current state of the ticket and any relevant instructions.
Each view is updated in real-time to show the assignee, current status, and
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related updates.
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You can add custom messages to support channels with instructions and
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links to help resources.
Agent thread view
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Requestor thread view
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Private vs public support threads
By default, Slack support threads
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created from channels allow anyone in that channel to view or join that threaded conversation. If you or the person requesting support needs to discuss the issue privately, you can move the discussion to a private Slack thread.
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We track all texts and conversations
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to the original service desk ticket.
Private vs public support messages
HelpDesk+
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supports private and public JSM ticket messages
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, meaning you can add internal notes to active service desk tickets
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inside
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Slack.
How to view tickets assigned to you
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You can navigate to the HelpDesk+ app in the left-bottom navigation bar in your Slack application to view tickets
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assigned to you.
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Understanding how to update support requests in Slack
From Slack, you can easily transition, assign, and comment on tickets
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stored in your JSM portal.
HelpDesk+
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supports asynchronous service request updates. Any changes you make in Slack or
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the JSM portal are reflected in real
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time
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.
Understanding multiple ways to create a support request
You can create tickets on behalf of your customers in
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various ways depending on how your organization has configured the application globally and within specific channels.