What's new in Troopr HelpDesk

September 16, 2021 - Support for Customer survey in Slack

Customers now receive a feedback survey in Slack for every ticket that is resolved. They can rate the service by choosing the emoji directly from Slack.
Fixes and enhancements:
  • Fixed issues that prevented some users from receiving @mention Jira notifications in Slack
  • Minor performance improvements to Jira notifications
  • Fixed issues in few customer channels that reported “Start thread sync” for individual messages even when the channel setting was enabled

September 6, 2021 - Support for approval workflows in Slack

Approval workflows in Slack
Some IT requests have additional transitions in the workflow with the approval step allowing approvers to take decisions even before the agents can proceed with the requests. The approvers now receive notification to make a decision (approve/decline) in Slack.
Fixes and enhancements:
  • Fixed issues that prevented some users to see recent comments in the Slack thread
  • Users now receive a ticket update notification message in the dedicated Slack thread when the agent changes status of the ticket (from Jira or Slack)
  • Fixed issues that prevented some users from accessing app home
Last modified 3mo ago