Configuring support channels

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

Overview

Configuring the channels where you support users is critical to getting the most out of Helpdesk+. Expand each configuration option 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 Support Channel section.

  1. Type /helpdesk configure.

  2. Choose your ticket types: choose one or more request types or all from one or more service desks.

  3. Click Submit.

  4. Test it out by typing /helpdesk.

Enable auto-reminder to remind users automatically to create requests when they write to your support team.

  1. Type /helpdesk configure.

  2. Click the checkbox next to Auto Create.

  3. Save the settings.

Enable auto-create to automatically create an issue for each message sent to your support channel.

Auto-Create only works when a single issue type is configured, and the issue must have only the required field.

  1. Type /helpdesk configure.

  2. Choose a single request type.

  3. Click the checkbox next to Auto Create.

  4. Save the settings.

  1. Type /helpdesk configure.

  2. Click Settings under Advanced.

  3. Click Configure under Welcome Message.

  4. Add your custom message.

  5. Save the settings.

  1. Type /helpdesk configure.

  2. Click Settings under Advanced.

  3. Click Configure under Quick Create.

  4. Choose a request type from the drop-down.

  5. Choose an Emoji to map to the request type.

  6. Save the settings.