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Troopr HelpDesk
Install Troopr
Install from Troopr website
Install From Slack App Directory
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Get started for agents
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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
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Agent Channel Notifications
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Support Slack Grid
Setup access control
What's new
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Global Guest Facilitation

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

Setting up Global Guest Facilitation

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

Step 1: Open Troopr Web App > Help desk > Connection

Step 2: Under the Global Guest Facilitation section > Click Authorize

Document image

Points to Note:

👉 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. 👉Without guest facilitation , users can only create requests by emoji creation and auto create action. But with the updated global guest facilitation, users will have all privileges similar to a mapped user. 👉Channel level default will be given priority. If there are no channel level defaults for guest facilitation, then the global guest facilitation preference would be taken into account.

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Channel Guest Facilitation
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TABLE OF CONTENTS
Setting up Global Guest Facilitation
Points to Note: