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HelpDesk+ account settings

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Overview

This article explains the different account settings available in HelpDesk+ for Slack. These settings control what the bot can do and how it responds in Slack. You can limit access to users who can change their account settings.

On this page:

Prerequisites

  1. You must be a Jira administrator.

Step-by-step guide

Choose Jira service desks or Jira project

Connect HelpDesk+ to your Jira or Jira Service Management projects to change your settings.

  • You can select one or more projects to connect.

  • All requests from this project will automatically be available with all fields configured.

  • You can map request types to channels within Slack.

We do not recommend configuring Jira Service Management projects and non-JSM (Jira Core or Jira Software) projects simultaneously. While we will allow you to do so, permissions may not work correctly in Jira Service Management projects.

Changing connected project or service desk

  1. Log in to your account.

  2. Go to Settings under HelpDesk+.

  3. Select your service desks in Choose Jira Service Desk(s).

  4. Save your settings.

Helpdesk plus settings service desk options

Default Agent setting

The Default Agent setting in HelpDesk+ allows the bot to use an alternate agent identity instead of the main authorized user 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+.

image-20240520-172601.png

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

  1. Navigate to your HelpDesk+ bot settings in the Nextup.ai account portal.

  2. Scroll to the bottom left of the page to manage your Slack channel mappings.

  3. Click Edit Default to set your base default agent alert channel.

  4. Click Add Configuration to set up a new channel mapping.

  5. Choose your service desk and ticket type.

You can select one or more types that would route to that channel.

  1. Optionally, select Jira labels that route requests to specific channels.

  2. Select the Slack channel to which request alerts should be sent.

Image of Channel Mapping

Related articles

  • Page:
    Set up a Jira service account for the Main Authorized User (HelpDesk+ for Slack) — This article explains how to set up a Jira service account to:

    • be used as the Main Authorized User (MAU)

    • help prevent potential issues when connecting to a specific employee account as the MAU

    • limit access to the main user via Jira configuration. (The main user is the user who initially connected your bot in Slack to your Jira instance, and can be changed from the Account Portal)
  • Page:
    HelpDesk+ account settings (HelpDesk+ for Slack) — This article explains the different account settings available in HelpDesk+ for Slack. These settings control what the bot can do and how it responds in Slack. You can limit access to users who can change their account settings.
  • Page:
    Admin installation and connection guide (HelpDesk+ for Slack) — This article explains how to install and connect HelpDesk+ for Slack as an admin.
  • Page:
    Administrator access permissions (HelpDesk+ for Slack) — This article explains how to provide administrator access to HelpDesk+ for Slack.

    • Administrators are globally defined per bot.

    • Users can request access to join the administrator list.

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