Overview
The Account Settings control what the bot can do and how it responds in Slack. We reflect the changes you make across the entire workspace. You can limit access to users who can change their account settings.
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General settings
We designed these settings to allow certain functionality to exist when using HelpDesk+.
Choose Jira service desk(s) or Jira project
Connect HelpDesk+ to your Jira or Service Management projects or change your settings.
You can connect to Jira or Jira Service Management projects with HelpDesk+.
You can select one or more projects to connect.
All requests from this project will automatically be available with all fields configured once connected.
You can map request types to channels within Slack.
Changing connected project or service desk
Go to settings under HelpDesk+.
Select your service desks under Choose Jira Service Desk(s).
Save your settings.
Default agent setting
The Default Agent setting in HelpDesk+ allows the bot to use an alternate agent identity instead of the main-authorized user's when needed, such as during integrations or system operations. Organizations can designate a specific user account to represent the bot, clarifying its activities within HelpDesk+.
Configure your default agent channel mapping
This configuration will send all request types to a specific channel at the initial setup. One default alert channel is required.
You can create more granular agent channels by configuring the bot within a new alerts channel. You can do this in the Account portal or by adding the bot to a channel within Slack.
Support channels and alert channels are different and should be kept separate. Learn more about the various channel types and best practices here.
If you have any questions about the initial setup, we're happy to help. You can even book time with our team for setup support!
Configuring your default agent channel
Navigate to your HelpDesk+ bot settings in the Nextup.ai account portal.
Scroll to the bottom left of the page to manage your Slack channel mappings.
Click "Edit Default" to set your base default agent alert channel.
Click Add Configuration to set up a new channel mapping.
Next, choose your service desk.
Then choose your ticket type.
You can select one or multiple types that would route to that channel.
Optionally, select Jira labels that would also route requests to specific channels.
Select the Slack channel to which request alerts should be sent.
