Admin installation and connection guide

Owned by Megan Storie
Last updated: Aug 14, 2024 by Michelle Ruoff
3 min read

Overview

This article explains how to install and connect HelpDesk+ for Slack as an admin.

 

 

 

Prerequisites

  1. You must be a Jira admin to install.

If you are not a Jira admin, contact your Jira admin and send them the information in this document to get them started.

 

 

 

Step-by-step guide

NOTES

  • You can only establish one Jira connection to one Slack workspace. If you need to connect Jira to multiple workspaces, please contact support@appfire.com to discuss Enterprise options.

  • The user used for the initial connection will dictate the Jira access available when using the Bot.

  • The user must have Slack permissions to add a bot to the workspace.

  • We do not recommend configuring Jira Service Management projects and non-JSM (such as Jira Core or Jira Software) projects simultaneously. While it is allowed, permissions may not work correctly in Jira Service Management projects.

 

 

 

Download the app from Atlassian Marketplace

 

  1. Go to https://marketplace.atlassian.com/apps/1224706/helpdesk-ai-powered-slack-support and search for HelpDesk+ for Slack.

  2. Select your hosting type (Cloud or Data Center) and click Try it free.

    • For Cloud customers, choose your Jira instance from the dropdown menu and click Start Free Trial. This will redirect you to Manage Apps in your Jira instance. Look for a notification in the bottom left corner indicating that HelpDesk+ for Slack is being added.

    • For Data Center, you will be redirected to my.atlassian.com, where you will generate a license and be presented with installation instructions.

Configure the app

  1. Click Get Started on the notification or Configure on the Manage Apps entry after installation.

  2. Click Copy and select Go to the Application Links.

The experience looks slightly different here for Cloud and Data Center.

Image showing try for free button in the Atlassian Marketplace
Image showing that slack Integration plus for Jira is being added

Cloud

a. Click Create link, leave the Direct application link option selected, paste the application URL (typically https://account.nextup.ai), and click Continue.

b. Review the link, select I am an administrator, and click Continue to proceed. Skip to Step 3.

Data Center

a. Click Create link, leave the selection on Atlassian Product, paste the application URL (typically https://account.nextup.ai), and click Continue.

  1. You will be redirected back to Jira. Click Allow to grant permission for the integration.

  2. Select the correct Slack account or workspace and click Accept and Continue. 

  3. Complete the Slack authentication steps as prompted.

  4. Choose the HelpDesk+ application by clicking Add to Slack. 

  5. Grant HelpDesk+ permission to access your Slack workspace by selecting Allow. 

  6. Congratulations! HelpDesk+ has been successfully installed and integrated with your Jira instance.

 

 

 

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.