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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
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In DM channels

Handle requests from employees in direct chat (DM channels) with them.

The least friction path for customers (employees) to report issues is to post a chat message directly to support team members they know in Slack. However, this makes tracking these requests tedious for the support team. With Troopr, you can easily capture these conversations into Jira requests.

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Pre-requisites

  • Troopr is connected to your Jira
  • Troopr HelpDesk is enabled in your workspace
  • [optional] Authorize Troopr for advanced features in DM channels

Requesting in DM channels

  • Click on the three dots menu in the top right of the message and then choose “More actions” and select "Task It". If "Task It" is not available, look for it in "More message shortcuts".
  • Dynamic issue creation form will open. Defaults will be set as per channel preferences. Fill in other details as required and submit
  • The customer will receive a private message from Troopr about this request
  • The customer can add comments to the issue in the private message thread
  • The customer will receive notifications about any updates to the request

Authorizing Troopr for advanced features

Agents can authorize Troopr to post on their behalf in the DM channels. This will allow Troopr to

  1. Post about the request that got created in the DM channel.
  2. Convert multiple messages in the conversation to a request (multi-message task it).

How to authorize Troopr for DM channels

Step 1: Navigate to the Troopr App > "HelpDesk (Jira)" > "Personal Preferences"> In the "Use Troopr in DM channels" section click Give Permission to start the authorization workflow.

Step 2: You will be guided to another modal asking permission for Troopr to access for your Slack workspace > click Allow

👉 Once authorized, the permission can be revoked anytime by clicking on "Revoke Permission" in the same section.
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TABLE OF CONTENTS
Pre-requisites
Requesting in DM channels
Authorizing Troopr for advanced features
How to authorize Troopr for DM channels