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Troopr HelpDesk
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Channel Guest Facilitation

Unverified users (users who are yet to connect their Jira account) can now create and comment on Jira requests using this feature. The HelpDesk admin can authorize a Jira account for guest facilitation at Slack channel level.

Setting up Guest Facilitation



The Help Desk admin can set up guest facilitation by following the steps mentioned below:

Step 1: Open Troopr Web App > Help desk > Channel Preferences > Select a support channel

Document image



Step 2: Under the Guest Facilitation section > Click Authorize

Scope of access facilitated

Guest facilitation will be triggered in the following scenarios :

  • On enabling auto create issues, unverified can either post messages in channels or add the issue creation emoji to a message in the channel.
  • On enabling thread sync when an unverified user posts message in the thread.
👉 Any comment posted by guest users on threads, will be added using Facilitator's Account on behalf of the guest user.
👉 Guest Facilitation feature works for HelpDesk support channels only
👉 Users with verified accounts will continue to use their own accounts for Jira activities in the channel. Guest facilitation will be fallback for unverified users only.
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TABLE OF CONTENTS
Setting up Guest Facilitation
Scope of access facilitated