Internal Helpdesk
Request Detection and associated workflows can now be used for your internal teams
What is Internal Helpdesk
Introducing Request Detection for Internal Slack Channels
A Feature for Improved Internal Communication
We are thrilled to announce the launch of Request Detection for internal teams in Slack! A new feature designed to enhance internal communication for teams in Slack. With Internal Helpdesk, you can now easily manage your team's messages by flagging those that require a response or action.
Our updated Open AI models make Request Detection even more powerful by improving its accuracy. With this improved accuracy, you can trust that every request will be identified, leading to reduced cognitive overload and greater transparency across teams.
When a request is flagged, associated workflows will help you manage it effectively. You can assign it to a team member who is better placed to answer it or resolve it yourself. By doing so, you can ensure that every request is dealt with quickly and efficiently.
Overall, Internal Helpdesk is designed to help teams work smarter and more collaboratively. By using this feature, you can reduce the time and effort required to manage internal communication, freeing up your team to focus on more important tasks.
How do I get started?
Simply add Thena to an internal channel using @thena command (or using one of the options in this video). Once added, you will get a message from Thena on the channel itself.
Settings for Internal Helpdesk
| Setting | Default | Description |
|---|---|---|
| Agents | NA | Members whose responses will not be flagged as requests |
| Auto Assign | Disabled | Auto assign to first responder |
| Use Emojis | Disabled | Update the main request message with  emoticon when a request is being Looking into/ Assigned to someone and update the request message with : when a request has been closed. |
| Auto Respond | Disabled | When a request is detected, auto reply to the request |
| Auto Respond Message | Blank | Message to be sent as the auto reply |
| Block Request Detection | Disabled | Stop Thena from detecting requests on incoming messages automatically |
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 channle
To edit these configurations, you can go to any of the following:
- '/thena global config' -> Internal Helpdesk -> Select Channel
- '/thena channel config' -> Select Channel
- Thena App Home -> (Settings CTA) -> Internal Helpdesk -> Select Channel
Requestor View
When a requestor sends a message on the channel, they get an Auto Response as per your settings.
Auto Reply
Status update on the thread and emoji added to the message
Status update on thread and emoji added to the message
Agent View
The assigned Agents/SMEs receives ephemeral with the following actions:
| Button | Description |
|---|---|
| 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 | Close the request |
Actionable CTAs visible only to the Agent/SME
FAQ
- I am unable to see the controls for the request in the Thread
- 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
- A message did not get detected as a request, how can I convert it into a request?
- Use our message shortcut of
Assign Toby clicking on the 3 dots on the message and selecting the message action ofAssign To - If you do not find the
Assign Tomessage action, select More actions and search for the same
- Use our message shortcut of
- I did not click on any button, why did the request got assigned to me
- 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.
Updated 17 days ago