Follow new features and improvements to Troopr HelpDesk here.
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 ticket. 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 tickets 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 tickets. 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 ticket 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 ticket, internal comments will not sync by default. Read more about it here.
Fixed Jira connection onboarding, it was showing all projects in the drop-down for Agent channels.
Added warning message when disconnecting Jira connection.
Slack threads with Jira Thread Sync will now be customized to show only comments or comments and activities.
Ticket 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 tickets for every message posted.
Customers now receive a feedback survey in Slack for every ticket 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 ticket creation defaults for public and private channels. Set any type/number of fields from the ticket 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 ticket creation modal.
You can now set defaults for ticket 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, ticket 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 tickets 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 tickets 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 tickets 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 ticket 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 (firstname.lastname@example.org) for early access.
Now you can configure the ticket 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.
Thread Sync - Delete the comment in Jira now syncs into active thread
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.