Public vs private threads
Overview
You can make threads private when discussing sensitive information.
You can use the emoji to create a private thread related to a Service Management work item.
Making a thread private will create a new direct message thread that will sync to the original issue.
Making a thread private
Select the Emoji icon when in a thread associated with a Service Management work item.
Select Yes and go private in the window confirming the change to private.
The original thread will no longer sync to the work tiem, and the user will get a message from the bot in the HelpDesk+ App. The user can now message the bot directly, and the new thread will sync to the issue.
The icon is only available when a Service Management issue is created.
Need support? Create a request with our support team.