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Troopr HelpDesk
Install Troopr
Install from Troopr website
Install From Slack App Directory
Get started
Get started for agents
Get started for administrators
Connect to Jira
Connect your Jira Service Desk Cloud account
Connect your Jira Service Desk (Server/DC) account
Set up HelpDesk channels
Add Troopr to Slack channel
Agent Channel
Support Channel
Creating requests
Privately
In support channel
In DM channels
On behalf of other employees
Emoji Actions
Using Global Shortcuts
Auto request creation
Message action - Task it
Requesting Defaults
View status of your requests
Emoji actions
Enable Guest access
Global Guest Facilitation
Channel Guest Facilitation
Send approvals in Slack
Get employee feedback
Log internal comments
Preview issue in Slack
Customize issue message
Sync Jira issues with Slack
Text sync and Image sync
Channel Sync
Get notifications
Agent Channel Notifications
Personal notifications
Support Slack Grid
Setup access control
What's new
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Agent Channel

In Troopr, "Agent" channel is a private channel where help desk support team members collaborate to work on incoming issues. Support issues may come from many sources. It may come from Slack via Troopr or from an email or via Jira customer portal or any other source. Irrespective of the source, the purpose of an Agent channel is to serve as the central hub to manage all incoming issues.

Benefits of setting up an agent triage channel in Slack

  • One place for all issue notifications
  • Collaborate with all support team members in the channel
  • Private space for support team members to discuss issues
  • Quickly scan through all recent issues in the channel
  • Easily assign, update issues in Slack
  • Dedicated Slack thread for discussing each issue
  • Realtime bidirectional updates in the issues thread
  • Post public comments for customers in the Slack thread

Pre-requisites

  • Troopr Help Desk product should be enabled in your Troopr workspace
  • Troopr should be connected to your Jira

Steps to setup agent triage channel

Step 1: Add Troopr to a channel by typing the following command

/invite @Troopr Assistant

You will receive a welcome message:

Document image

Step 2: Click on the " Onboard Troopr" button and select the 'Agent channel'

Document image

Setp 3: Select the default project and request type (optional)

Document image

Execute /t configure and Click on "Advanced" to further set up the channel for :

  1. Issue creation behaviour
  2. Notification subscription
  3. Issue card customization
  4. Issue preview
  5. Thread sync
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TABLE OF CONTENTS
Benefits of setting up an agent triage channel in Slack
Pre-requisites
Steps to setup agent triage channel