Follow new features and improvements to Troopr HelpDesk here.

Administrators can now personalize agents' off-hours settings, defining specific days and times. During these periods, auto creation will be enabled, while emoji markers triggered by unattended messages will be disabled.

The latest enhancement allows agents to seamlessly include all Slack messages from a conversation thread as internal comments within the system. This capability is exclusively accessible within agent channels on the Helpdesk platform. When this feature is enabled, all comments within the thread will be automatically transformed into private comments linked to the corresponding Jira ticket. Notably, these internal comments will remain visible solely to authorized agents.When agents intend to contribute public comments, a simple solution exists: by affixing a "mega emoji" at the beginning of a message. This feature works only with JSM projects. To use this feature, go to

Admins can now move resolved issue card messages between channels. Once enabled, the message shifts to the chosen archive channel from the current channel after issue resolution. To use this feature go to Helpdesk - Channel- Notification subscription-  Under appearance click on ‘Customise’ - Enable ‘Archive message to another channel’. 

Admins can now move resolved issue card messages between channels. Once enabled, the message shifts to the chosen archive channel from the current channel after issue resolution. To use this feature go to Helpdesk- Channel- Notification subscription-  Under appearance click on ‘Customize’ - Enable ‘Archive message to another channel’. 

Note: This feature is available only for agent channels. 

All participants of an issue can be made members of the channel sync channel. When the feature is enabled, users from following user fields will be added automatically: assignee, reporter, request participants, watchers. If disabled only the assignee and reporter will be added to the channel. To enable, Helpdesk- Channel sync- All participants should be members of the channel.

Administrators can now configure custom feedback for the workspace. They can set up the email and channel the feedback should be sent to and also set up a help docs. This is useful when you have a helpdesk in your organization to manage internal feedback. Read more here.

Customize how Troopr will show issue details when viewing issue details in Slack. Choose if you want to hide or show certain fields and also select their alignment in the issue card. You can customise this feature from Troopr webapp- Helpdesk- Channel preferences- Issue view customization.

Administrators can now set up multiple automatic channel sync for selected projects, with JQL filters and conditions. Whenever the conditions (selected project, JQL filter, Jira action)  are satisfied, Troopr would automatically create a new channel with the name specified in the ‘New Slack channel configuration’ tab. Read more here.

Administrators can now choose between 2 way, 1 way and no sync while setting up the automatic channel sync configurations. Once this is setup, all channels created using the automatic channel sync will have the sync defaults. To access this feature, go to HelpDesk - Automatic channel sync- New channel sync defaults and choose between 2 way sync/1 way sync/no sync. You can also choose the type of Jira request updates posted to Slack channel sync.



Troopr’s Slack apphome has been updated to better fit the Slack users and provides quick access to all of Troopr's features such as issue creation, channel sync, reporting etc. Additionally, users can customize their own Apphome, while administrators can customize a global Apphome for all users in their workspace. Read more here. 

Troopr’s dashboard design has been updated to provide a better user experience. With this update, administrators will have easy access to important metrics directly from the dashboard, making it easier for them to track the performance of their projects. However, please note that non-admin users will not have access to these metrics, as they are only available to administrators.



You can now avoid duplicate notifications by turning on this feature. Troopr sends notifications about ticket updates to all related parties including assignee, reporter & participants. This configuration allows you to disable such notifications if those people are already participants in Slack threads where the ticket is discussed in this channel. To access this feature, go to Troopr webapp - HelpDesk - Channel preferences- click on the agent channel- scroll down to 'Notify only when not a thread participant'.

Troopr now supports a new issue card customization design.  The new design supports a live preview and separate tabs where you can change the title, add or remove attributes, buttons, and make changes to the appearance of thread sync. To access this feature, go to Troopr Webapp - HelpDesk - Channel preferences - Issue card customization. 

In automatic channel sync, administrators can now choose the new Slack channel name to have the issue field value when it is a single line. Read more on Automatic sync and how to set it up here.  



Emoji markers add emojis to the Slack message based on specific criteria. Eg: when issues are created, assigned or closed, the relevant emojis will be added on the message. Read more here.

Troopr now supports a new request card design in the support channel. The ⚡emoji represents that the request card is synced with Jira. On clicking on the ‘Close’ button, the request will get closed/resolved/completed depending on your workflow. Clicking on ‘Discuss in Private’ will create a new channel sync for that request.  



You can now send reminders to users to create issues. When this feature is enabled, for every message that is sent in the channel, Troopr would remind the user to create an issue by adding a button to that Slack message. To access this feature, go to Troopr Webapp-HelpDesk- Channel preferences- Configure the desired channel- Issue creation behavior- Auto create- Select ‘Send reminder to create issue’.





You can now automatically create issues when the Slack message is unattended for 5 minutes. To access this feature, go to Troopr Webapp- HelpDesk- Channel preferences- Configure the desired channel- Issue creation behavior- Auto create- Select 'Auto create request when unattended (no response in 5 mins)'. Now whenever a Slack message is unattended for 5 minutes, Troopr automatically creates a Jira issue based on the channel defaults.





Administrators can now set up automatic channel sync for selected projects, with JQL filters and conditions. Whenever the conditions (selected project, JQL filter, Jira action)  are satisfied, Troopr would automatically create a new channel with the name specified in the ‘New Slack channel configuration’ tab. 

Administrators can now set up personal preferences [personal notifications, request creation behavior, thread sync]  for a verified team member [team members who have verified their account with Troopr]. This can be done in the ‘Team member preferences’ tab in ‘Personal preferences’. Users can later change their preferences under the ‘My preferences’ tab in ‘Personal preferences’. 

Administrators can now set up default personal notifications for team members. This configuration will be default only to all first time users who have verified their account with Troopr. The user can later change their notification preferences under the ‘My preferences’ tab in ‘Personal preferences’. 

Troopr HelpDesk now supports external Slack workspace users. When the global guest facilitation feature is on, external users can create requests, view created requests, search for documents and create issues in Troopr bot channel (Troopr Assistant DM channel).



Administrators can now create custom commands for issue actions including creating, finding and listing issues.

'Issue create' action allows you to create commands with pre-built filter, custom filter, JQL filter or filter from Jira. ‘Issue list’ action will show list of Jira issues with the filter conditions selected. Eg: Show list of Jira issues assigned to me. ‘Issue find’ action will find Jira issues containing the search-keyword along with the selected filter conditions(/t command search-keyword). 

Users can now download Troopr Helpdesk App for Slack workspace from Troopr.ai website. This app will help your support team triage requests, automate answering support queries and track employee requests in Slack. To read more about how your team can cut employee support time by 80% click here. 

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

Guest user restriction feature would be available only if Global Guest facilitation is authorized. 

In guest user restrictions, admin can allow only selected users or block selected users in the workspace. The users who are blocked will not be able to create or take any action on requests. Likewise, only the users who are allowed, would have all privileges to create or take any action on requests. 

Administrators can now allow only selected request types while creating requests in Slack by enabling request type restrictions.

To use this feature:

Go to Troopr Web App > Helpdesk > Connection > Request Type Restriction > Set your preferences

Users with any additional bot(s) other than Troopr in a particular channel can now trigger options Troopr actions for the other bots active in the channel. Users can now use Troopr features like Emoji ticketing,Task-it, and Unfurling for other bots.

Users can now customize the values for action buttons for Jira Issue Card display modal. The customized values will be shown in a drop down list for users to choose from. Follow the steps below to customize your action button:

Step 1 : Open Troopr Web App > Helpdesk > Channel Preferences > Choose preferred Agent channel > Click Configure > On the bottom left click on Click Issue Card Customization Step 2 : Click on the action button drop down list and select your preferred display value Step 3: In designated Slack channel, assigned action button values get reflected in Issue Card Modal

Users are now provided with the option ‘Assign’ in the issue card modal allowing to designate another person as assignee for a request. Earlier users could only assign an Issue to themselves using the 'Assign to Me’ feature.

Users will no longer be hindered by noisy notifications. With a completely new layout, user notifications have been formatted for maximum clarity and to reduce clutter. Users can now differentiate between Troopr actions and text posted by other users in threads in a single glance.



Users can now set up a demo channel to run trials for Helpdesk without disturbing existing channels in their Slack. 

The process of setting up Jira Connection has been made easier with accompanying detailed video instructions.





Users can upload images to make custom emoji in Slack. Now Troopr allows the use of custom emoji to create requests from Slack messages. Read more Emoji ticketing.





This feature now allows unverified users (those who have not yet connected their Jira account) to create and comment on Jira requests. At the Slack channel level, the HelpDesk admin can allow a Jira account for guest facilitation. To learn more, click here



You can now create dedicated channels that sync 2 ways with a Jira issue using Troopr’s “Channel Sync” feature. Channel sync can be started from Troopr Assistant app “Home” tab or by inviting Troopr to a new channel. On starting Channel Sync, all participants from the Jira request will be autmoatically added as members of the channel. You can pause and resume syncing in the channel as you need. Channel Sync can only be configured in a channel where Troopr is not already configured. If the channel is syncing with a JSM request, internal comments will not sync by default. Read more about it here.





















Slack threads with Jira Thread Sync will now be customized to show only comments or comments and activities.





Request preview (Unfurl) behaviour can now be customized for every channel.





You can now customize the emoji you use to create issues from Slack messages.





Troopr products are now billed separately. Customers can get the benefit of lower prices when buying individual products. See pricing page for more details.





New Channel Preferences page UI shows channel type for clarity.





Troopr now lets you configure a channel to automatically create requests for every message posted.









Customers now receive a feedback survey in Slack for every request that is resolved. They can rate the service by choosing the emoji directly from Slack.





Some IT requests have additional transitions in the workflow with the approval step allowing approvers to take decisions even before the agents can proceed with the requests. The approvers now receive notification to make a decision (approve/decline) in Slack.





You can now set request creation defaults for public and private channels. Set any type/number of fields from the request creation form as defaults. This configuration is available in the Channel preferences page.





You can now choose to raise requests on behalf of others. This field is available in the request creation modal.





You can now set defaults for request creation in DM’s and private conversation with “Troopr Assistant”. This configuration is available on the Personal preferences page.





You can now enable/disable channel level thread sync as part of the Jira notification subscription configuration. When thread sync is enabled, request creation/updates in Jira will start a thread in Slack where further discussions will be actively synchronized with Jira. Read more about channel notification configuration.







You can now create Jira requests from Slack messages using a simple ticket emoji. Read more about ticket creation here.



You can now set your preferences for Thread Sync and Unfurl under settings. This setting is available on the Connection settings page.

Now you can view the Jira requests with issue details, attachments, comments and frequent actions all in one place.



Jira notifications can now be posted in the Slack thread allowing for a more compact notification format and less noise in the channel. The Slack thread can also be configured to auto-sync future updates from Jira to Slack and vice versa. This can be a better way to track and monitor requests in Slack. These options are now configurable in the notification subscription configuration.

You can now open Jira issues in view mode similar to the opening issue in the Jira web app. This action will open a popup with all the issue details organized for easier consumption. It will also contain shortcuts to relevant actions. Check out by clicking on View action in a Jira request card in Slack.



Troopr usage metrics are now available in the Troopr web Dashboard. This includes the number of active users, activity and others in the current and past 30 day periods.

A Cleaner and more organized sidebar allows more space for content and scales better for upcoming new features in Troopr.

Now Jira service desk agents can convert multiple messages in DM channel conversation to Jira ticket and also start an active sync thread that continuously and automatically updates the Jira ticket with the Slack conversation. The feature is in Beta. Request the team ([email protected]) for early access.

Now you can configure the request creator to automatically be assignee based on channel preference.

Customers can now set their own help desk link if they have their own getting started material for their team. This setting is available on the Feedback settings page. This will update the links to Help docs everywhere within Troopr.





Now you can choose how Troopr expands context when Jira issues are mentioned in Slack. You can also completely disable this behaviour. See configuration in the Connection page for details.

You can now choose to sort the list of tickets that show up when you type /t list or in the Slack app home. Troopr will also remember the settings per channel. Try it in any channel to see how it works.







Troopr now supports 2-way real-time ticket syncing in Slack. Conversations in an active thread in Slack will become comments in Jira for the linked tickets. Any update to the ticket in Jira will also show up in the thread, always and in real-time.

Users navigating across workspaces in Slack Grid will now have a more seamless experience

These features are in addition to the Jira admin and user connection configuration propagation across workspaces in Grid released earlier.

The new Troopr web Dashboard page will be the default landing page. Other than the personal reports which you could always configure here, the new dashboard has shortcuts to important pages for managing your Check-ins, Jira account and more. Login to and see for yourself.

Troopr subscription can now be attached to Atlassian Billing. This allows customers to pay via their existing Atlassian payment profile. Troopr will sync the license in your linked Atlassian account when you choose to enable it.

Workspace administration and a few more premium features were launched as part of the "Premium" plan. Learn more about the new pricing options.

Customers can now manage their Billing profile in the Troopr customer billing portal. The new portal will allow customers to

The person who installed Troopr is the Troopr workspace administrator by default. Now you can add more administrators using the Troopr workspace administration feature. Add any member of the workspace as administrator.

Configure Channel administrators and restrict access to channel configuration. For example, if you integrate with Jira Service Desk projects, you can set up the agents as channels administrators for the IT helpdesk channel, so customers reporting issues in the channel will be restricted.