Overview

The HelpDesk + Slack integration enhances support accessibility by allowing users to create tickets, receive automated responses, and access knowledge base articles directly within Slack, even during non-business hours.

• Off-hours support is available only on support channels.

• You can set off hours behavior per channel.

• You can specify on-hours (working day) times and days.

• You can specify different ticket creation behaviors between both on and off-hours.

• You can set a default auto-responder message to display regardless of on/off hours settings.

How to configure

1. Type /helpdesk configure in your support channel.

2. Click Configure to access that channel's settings.

3. Click the settings button near Off Hours Support.

4. Click the checkbox to enable off-hours support.

5. Set your team's working hours, time zone, and days. Off-hours support is active outside of these times/days.

7. You can add the message you want to send to your users.

8. (Optional) Configure support channel options for off-hours mode.

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