Internal helpdesk
Comprehensive internal ticketing suite for Slack.
Overview
Set up Slack channels as an internal helpdesk, allowing employees to submit questions and requests. This enables you to track, assign, close, and analyze those messages.
Getting started
You can set up a channel as an internal helpdesk by adding the @Thena command on the channel and selecting "Internal Helpdesk." This will prompt you to add agents (your team members who will be supporting this channel as agents). Once you add agents, everyone who is not an agent will be treated as your customer, and relevant requests will be raised for them.
Configuration
| Configuration | Default | Description |
|---|---|---|
| Select agents | NA | Agents/ SMEs for the internal helpdesk channel. |
| Select user groups | NA | User groups associated with the internal helpdesk. |
| Enable internal triage | NA | Enable a triage channel for requests detected on the internal helpdesk. |
| Select triage channel | NA | Choose a channel (internal) to redirect the internal helpdesk requests. |
| Auto assign | True | Assign the request to the first responder. |
| Use emojis | True | Adding 👀 will assign the request to the user and ✅ will close the request. |
| Auto respond | False | Auto Respond to a detected request. |
| Auto respond message | NA | Auto Respond Message for detected requests. |
| Allow request detection | True | 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 configuration, you can do so directly in Slack by going to the channel and typing “/thena global config” -> select Internal Helpdesk -> select the relevant channel.
Triage channel
Configure internal helpdesk requests to be routed on triage channels.
It is recommended to create a separate triage channel exclusively for internal helpdesk issues.
You can configure only 1 triage channel per internal helpdesk but many internal helpdesks can be mapped to the same triage.
User groups
Easily configure triage channels using Slack user group tagging with Thena helpdesk. You can either create new Slack user groups or use existing ones and link them to your internal helpdesk.
For instance, if you've set up a Thena helpdesk for billing-related requests and associated it with the @billing Slack user group, you can designate a specific triage channel for these requests. Any user in a channel where Thena is active can tag @billing to submit a request, which will be automatically routed to the assigned triage channel.
Steps to configure
- Create an internal helpdesk channel.
- Add user group/s under the configurations.
- Add a triage channel corresponding to the internal helpdesk.
- On a channel where Thena is added (external or internal), tag the user group to create a request meant for the user group.
- All requests created by tagging the user group will be routed to the configured triage channel.
Updated about 2 months ago