Internal Helpdesk
Request Detection and associated workflows can now be used for your internal teams
What is Internal Helpdesk
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:
Settings for Internal Helpdesk
| Name | Description | Default |
|---|---|---|
| Agents | The users that should be marked as agents. Agents will be responsible for triaging incoming requests. Auto-detection will not pick up "requests" from agents. | Not Set |
| Auto Assign | Enable auto assign response to first responder | Disabled |
| Use Emojis | Use the  and  emoji to look into or close requests | Disabled |
| Auto Respond | Enable an auto-reply whenever a request is detected by Thena | Disabled |
| Allow Request Detection | Enable Thena to use our detection AI to recognize and automatically raise incoming requests on the channel (recommend keeping on at all times) | Enabled |
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
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
Updated about 2 months ago