Overview

Creating Agent channels and configuring user request responses are critical to maximizing HelpDesk+ efficiency. These channels play a vital role in receiving notifications for new user requests.

Prerequisites

You must have agent permissions to configure an agent channel.

Creating an Agent channel in Teams

1. Click next to the team where you want to create your channel.

2. Select Add channel.

3. In the window that displays, enter a Channel name, Description (optional), and Choose a channel type.

4. Click Create.

Configuring your Agent channel

1. Once the channel is created, click Start a post.

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

3. Click Configure.

4. Select Alerts Channel.

5. Select the Service desk and Request type(s).

6. Click Save.