Configure agent channels

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

Overview

Configuring the channels through which you are alerted about and respond to user requests is critical to getting the most out of Helpdesk+.

Expand each configuration option below to learn more.

 

 

 

  1. Navigate to the channel you want to use to support users.

  2. Type @helpdesk.

  3. Hit Enter.

  4. Click Add to Channel.

  1. Locate the message “How would you like to use HelpDesk+ on this channel?”

  2. Click Configure in the Alerts Channel section.

support channel and alerts channel

  1. Invite the bot to your channel with @helpdesk.

  2. Choose Agent channel type or type /helpdesk configure.

  3. Choose your ticket types and one or more request types. You can also choose all types from one or more service desks.

  4. Click Submit.

Configure the fields displayed in Agent alerts to provide your team's needed information.

  1. Type /helpdesk configure.

  2. Click configure in the Fields to Show section.

  3. Choose the fields you would like to display.

  4. Click Submit.

Select the message format that works best for your team.

  1. Type /helpdesk configure.

  2. Choose Standard or Extended in the Notification Format section.

  3. Click Submit.