Setup Customer Support Channel

Troopr HelpDesk lets you setup an employee (customer) support channel (HelpDesk) that automatically syncs employee requests with Jira tickets. Purpose of this channel can be for employees to report IT support requests or any other type of requests, support queries they may have.
Benefits of setting up a employee support channel in Slack
One place for employees to submit any support request
No additional login or need to remember a process to submit support requests
No form filling, employees can simply post a chat message
Easily discuss the issue with the support team in the channel
Automatic ticket creation support by Troopr
Automatic 2-way syncing of Slack conversation into Jira 
Get notified of updates directly in the same Slack conversation
Get instant answers from knowledge base with Troopr Wiki
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Pre-requisites
Troopr Help Desk product should be enabled in your Troopr workspace
Troopr should be connected to your Jira
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Steps to setup agent triage channel
Designate a channel where your employees will post support requests. Note this is usually a public channel and information about this channel is shared with all employees.
Add Troopr to the designated employee support channel
Click on Onboard Troopr and choose "Setup Customer Support Channel" option
Follow instructions to setup the channel to automatically create tickets and sync them in your Jira Service Management project
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Setup Agent Triage Channel

Create Ticket as Agent / Admin

Last modified 8mo ago

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Contents

Benefits of setting up a employee support channel in Slack

Pre-requisites

Steps to setup agent triage channel