Overview

The HelpDesk Plus Slack integration enhances support accessibility by allowing users to create tickets, receive automated responses, and access knowledge base articles directly within Slack, even during non-business hours.

• Off-hours support is available only on support channels.

• You can set off hours behavior per channel.

• You can specify on-hours (working day) times and days.

• You can specify different ticket creation behaviors between both on and off-hours.

• You can set a default auto-responder message to display regardless of on/off hours settings.

How to configure

1. Type /helpdesk configure in your support channel.

2. Click the configure button to access that channel's settings.

3. Click the settings button near Off Hours Support.

4. Click the checkbox to enable off-hours support.

5. Set your team's working hours, time zone, and days. Off-hours support is active outside of these times/days.

7. You can add the message you want to send to your users.

8. Optional: configure support channel options for off-hours mode.

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