Internal Help Desk is the use of Thena Request Management, but for your internal needs. Imagine you need to keep track of requests for your IT department, as new hires come onboard and require equipment. The internal helpdesk will allow your team to capture & document all incoming requests without having to leave Slack.
The easiest way to set it up is by adding Thena to an internal channel using the @thena command in Slack. This will then show the following message:
Make sure you select “Internal Helpdesk”. Once complete, Thena will allow you to configure the following:
Add Thena to an Internal Channel using the '@Thena' command in Slack. When added, you will get a message like below. Select 'Internal Helpdesk'. It will prompt you to add agents (your team members who will be supporting this channel as an agent). Once you add agents, everyone who is not an agent will be treated as your customer and relevant requests will be raised for them.
|Agents/ SMEs for the internal helpdesk channel
|Assign the request to the first responder
|Adding will assign the request to the user and will close the request.
|Auto Respond to a detected request
|Auto Respond Message
|Auto Respond Message for detected requests
|Allow Request Detection
|This allows Thena to automatically detect messages as request.
Disabling this will lead to Thena not detecting incoming messages as requests.
If you need to make changes, or edit your configs, you can do so directly in Slack by going to the channel and typing “/thena global config”
Here is an example of a configuration where Harsh is set as support agent.
Blocking Request Detection will lead to Thena NOT detecting requests automatically for this channel
- '/thena global config' -> Internal Helpdesk -> Select Channel
- '/thena channel config' -> Select Channel
- Thena App Home -> (Settings CTA) -> Internal Helpdesk -> Select Channel
When a requestor sends a message on the channel, they get an Auto Response as per your settings.
The assigned Agents/SMEs receives ephemeral with the following actions:
|New External Ticket
|Convert the request into an external ticket if the integration is enabled
|Looking Into It
|Assign the request to myself
|Assign to someone
|Assign the request to someone else
|Close the request
- Confirm that you are configured as an Agent/ SME as the controls are visible ONLY to the Agent/ SME
- Was the message you are checking detected as a request? Was there a question asked?Check the Thena Slack App Home to confirm the same.
Controls are visible to the Agent/ SME only in the thread of detected requests
- Use our message shortcut of
Assign Toby clicking on the 3 dots on the message and selecting the message action of
- If you do not find the
Assign Tomessage action, select More actions and search for the same
If you convert the request to a ticket, the auto response message is updated with the Ticket ID of the external ticketing tool.
- Were you the first responder of the request? If the settings for auto assign to the first responder was enabled, we assign the request to the first responder.
- Was the request assigned to you by someone?
Check the Auto Reply message (first message in thread) for status updates to know if someone had assigned you the request. You can also do so in the Thena App Home section on Slack.
View auto assignment configuration by using /Thena Global Config -> Internal Helpdesk -> Select channel name in Slack
Updated about 1 month ago