Agent quick-start

Owned by
Dallas De Marr (Deactivated)
Last updated: May 06, 2024 by
Megan Storie
3 min read

Overview

Agents must have both a Slack user account and a JSM agent account. We base notification and ticket creation options on how each support organization configures its channels and options. Agents can use Slack on desktops, web browsers, or mobile devices. We sync all conversations automatically.

Connecting your Slack and JSM user accounts

Before you can start using HelpDesk+, you need to connect your Slack and JSM (Jira Service Management) accounts. Connection is a quick, one-time step.

On this page:

On this page:

Working in support request channels

Slack support channels are the primary way that your end-users will request support. You can set up support channels in several ways depending on how your organization services requests. One typical process is for agents to create tickets on behalf of the requestor's initial message.

  1. Your end-user requests support by sending a Slack message to your support channel.

  2. You can create a ticket manually or automatically based on your support channel setup.

  3. As an agent, you respond in the Slack thread created by the newly created support ticket.

Working in agent alert channels

  1. We display service request notifications as Slack messages in your alert channels.

  2. Any agent in that channel can assign the ticket to themselves or others.

  3. Clicking on the thread created from the notifications lets you talk directly to the ticket requestor.

  4. All conversations between you and the person requesting help are tracked to the associated service ticket.

How to communicate in threads

  • Agents and users requesting support see different thread headers that show the current state of the ticket and any relevant instructions.

  • Each view is updated in real-time to show the assignee, current status, and related updates.

You can add custom messages to support channels with instructions and links to help resources.

 

 

Agent thread view

 

Requestor thread view

 

 

Private vs public support threads

By default, Slack support threads created from channels allow anyone in that channel to view or join that threaded conversation. If you or the person requesting support needs to discuss the issue privately, you can move the discussion to a private Slack thread.

We track all texts and conversations to the original service desk ticket.

Private vs public support messages

HelpDesk+ supports private and public JSM ticket messages, meaning you can add internal notes to active service desk tickets inside Slack.

How to view tickets assigned to you

You can navigate to the HelpDesk+ app in the left-bottom navigation bar in your Slack application to view tickets assigned to you.

Understanding how to update support requests in Slack

From Slack, you can easily transition, assign, and comment on tickets stored in your JSM portal.

HelpDesk+ supports asynchronous service request updates. Any changes you make in Slack or the JSM portal are reflected in real time.

Understanding multiple ways to create a support request

You can create tickets on behalf of your customers in various ways depending on how your organization has configured the application globally and within specific channels.