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Enabling Auto Responses

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Overview

Using Auto Response enables you to have the HelpDesk+ bot reply in a thread and send a message, a create request button, and a custom button for each message posted to a channel. For example, a troubleshooting channel may have this enabled to direct users to documentation before creating a ticket.

Prerequisites

  • You cannot use auto create and auto response in the same channel

  • Only users with agent permissions can configure the channel.

  • You must add the Helpdesk+ bot to the team you want to configure.

Enabling auto response

  1. Click Start a post.

  2. In the message field, enter @helpdesk configure and press Enter.

  3. Click Configure.

  1. Select Support Channel.

example post with text helpdesk plus text

  1. Select the Request type.

  2. Click the checkbox next to Auto Response.

  3. In the Auto response message, provide the message the bot will reply to users with.

  4. (Optional) Click the checkbox next to Create Button to have the bot display a button the user can click.

  5. (Optional) Click the checkbox next to Custom Button to provide the button text and URL.

  6. Click Submit

Channel configurations
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