Get started for agents

troopr helpdesk connects jira service desk to slack so you can manage all your jira requests directly in slack before getting started ensure that your workspace administrator has configured jira for the team if jira is not configured yet in your troopr workspace, you can request the jira administrator to complete that step first by logging into troopr and following instructions to connect jira cloud https //docs troopr ai/helpdesk/connect your jira service desk cloud account or server/dc https //docs troopr ai/helpdesk/connect your jira service desk serverdc account you can get started by first inviting troopr to a slack channel if you already invited troopr to your channel during the onboarding process, you can skip this step invite troopr to channel convert any slack channel into a troopr helpdesk channel using the command /invite @troopr assistant read more here https //docs troopr ai/helpdesk/add troopr to slack channel locate troopr assistant app if you can’t find troopr under the app’s section on your slack workspace, click on the add app in the slack sidebar and search for troopr assistant select troopr so that it will start showing up under the apps in slack we recommend that you star the troopr assistant app for easier accessiblity later try troopr features setup helpdesk channels troopr helps you create 2 types of helpdesk channels a private agent channel to triage, discuss and update jira tickets read more about setting up "agent" channel here https //docs troopr ai/helpdesk/agent channel public support channel for employees to post their requests read more about setting up "support" channel here https //docs troopr ai/helpdesk/support channel create tickets in slack collect and create tickets from requests directly in slack collect requests privately read more here https //docs troopr ai/helpdesk/privately collect requests in support channel(s) read more here https //docs troopr ai/helpdesk/in support channel collect requests in dm channel read more here https //docs troopr ai/helpdesk/in dm channels create requests on behalf of an employee read more here https //docs troopr ai/helpdesk/on behalf of other employees get real time bidirectional updates never miss a ticket update with the real time bidirectional updates feature read more here https //docs troopr ai/helpdesk/sync jira issues with slack log internal comments record internal comments for agents which cannot be viewed by the employees read more here https //docs troopr ai/helpdesk/log internal comments setup dedicated channel for priority incidents configure dedicated channels that sync 2 way with jira tickets get notified about updates to the tickets in the dedicated channel read more here https //docs troopr ai/helpdesk/channel sync handle approval requests easily approve requests in slack with one click or send alerts in slack to approvers read more here https //docs troopr ai/helpdesk/send approvals in slack setup csat requests in slack send csat feedback to the requestor in slack as soon as the request is closed read more here https //docs troopr ai/helpdesk/get employee feedback guest facilitation guest facilitation allows unverified users (users who are yet to connect their jira account) to create, take action and comment on jira tickets it can be enabled by the workspace administrator read more on how it works here https //docs troopr ai/helpdesk/global guest facilitation