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Enabling Auto Create tickets

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Overview

Using Auto Create enables the HelpDesk+ bot to create a ticket for each message posted to a Teams channel. For example, an onboarding channel could enable creating a ticket to perform onboarding steps for a new employee.

Prerequisites

  • You can only have one auto-create option per channel.

  • You cannot use Auto Create and Auto Response in the same channel

  • Only users with agent permissions can configure the channel.

  • You’ll need to add the Helpdesk+ bot to the team you want to configure.

Enabling Auto Create

  1. Click Start a post.

  2. In the message field, enter @helpdesk configure and press Enter.

  3. Click Configure.

example post with text helpdesk plus text

  1. Select Support Channel.

  2. Select the Service desk and Request type.

  3. Click the checkbox next to Auto Create

  4. Click Save

Each time a user sends a message to the customer support channel, a ticket will be created using the configured issue type.

Channel configurations
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