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Emoji request status configuration

Emoji request status configuration

Overview

HelpDesk+ can add emojis to requests to quickly indicate progress.

  • Emojis are added to Slack messages to alert of request creation, assignment, and closure.

  • Both support and agent channels support emoji notifications.

  • Emojis are added to the original Slack request message.

  • This setting is enabled by default.

Configure your channels

  1. Configure agent or support channel.

  2. Click Settings.

  3. Check/uncheck the labeled setting to allow the bot to place emojis on a message from which a ticket was created.

How it works

  1. 🎫 indicates the request was created for the Slack message.

  2. 👀 indicates the request has been assigned to an agent.

  3. ✅ indicates that the request has been closed.

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