---
title: "Enhance support team productivity"
canonical: "https://support.appfire.com/space/HFS/2928836648/Enhance%20support%20team%20productivity"
format: markdown
---
> Macro (aura-html)
## The uses of HelpDesk+
[HelpDesk+](https://marketplace.atlassian.com/apps/1224706/helpdesk-ai-powered-slack-support?hosting=cloud&tab=overview&utm_source=appfire&utm_medium=website&utm_campaign=plg&utm_id=701Nv000007VjT2IAK&utm_ct=dir&utm_cc=pro&utm_pla=atlassian&utm_sol=itsm&utm_g=gl&utm_lan=en) is a powerful two-way Slack and Jira Service Management integration that bridges the gap between Jira and your communication platform to simplify request management, enhancing your service desk with powerful automation and optimizing your support team.
Let’s unpack some of its features.
## Approve requests from the HelpDesk+ Home Tab
### What’s it handy for?
This feature provides a streamlined and efficient process for managing requests and approvals, saving time and improving productivity. It also enables you and your team to stay compliant with trackable, actionable notifications.
### Uses for this workflow
- Improved efficiency: Slack notifications let you manage change requests quickly and easily, reducing the time and effort required to review and approve them.
- Greater accountability: With trackable, actionable notifications, you can easily track all approvals and rejections, ensuring the appropriate people have reviewed and approved each request.
- Increased compliance: Ensure all requests go through the appropriate review process before approval, reducing the risk of errors, fraud, and other compliance issues.
- Better collaboration: The Slack integration lets you easily share information with team members and get feedback on requests, improving collaboration and streamlining the approval process.
- Less context switching: Integrating Slack and Jira eliminates the need to switch between platforms.
### Get started
1. Install [HelpDesk+](https://marketplace.atlassian.com/apps/1224706/helpdesk-ai-powered-slack-support?hosting=cloud&tab=overview&utm_source=appfire&utm_medium=website&utm_campaign=plg&utm_id=701Nv000007VjT2IAK&utm_ct=dir&utm_cc=pro&utm_pla=atlassian&utm_sol=itsm&utm_g=gl&utm_lan=en) to your Slack workspace.
2. Download the companion [Slack app](https://slack.com/apps/ATWAPCVCL-helpdesk).
3. [Invite the app](https://appfire.atlassian.net/wiki/x/ZQMFM) to your Slack channels.
4. Navigate to the HelpDesk+ home tab to [configure the approval routing](https://appfire.atlassian.net/wiki/x/PI7zLw).
5. Go to the message center.
6. Click **View** next to the approval you want to review.
7. Review the request.
8. Click **Approve** or **Reject**.
9. Add any relevant comments to your response.
## Remind users to create tickets
### What’s it handy for?
Configure an automatic message to remind users of the internal process and provide a button they can click to create a new ticket.
### Uses for this workflow
- Teach users how to get support in Slack.
- Reclaim time spent by agents reminding users to create tickets.
- Send users information on internal policies and workflows.
- Configure your channel, enable the auto-remind feature, and customize the message with advanced options.
### To get started
1. Invite the HelpDesk+ bot to the channel you want to configure.
2. Type `/helpdesk configure`.
3. Select the issue type you want to use for the auto-response.
4. Click the checkbox after **Auto Response.**
5. Provide the message that the bot will reply to each message with.
6. (Optional) select the **Create button** checkbox to display a button that lets the user create an issue using the types specified in Step 3.
7. (Optional) select the **Custom Button** checkbox and enter the button text and the target URL.
8. Click **Submit.**
## Make internal comments the default for agents
Configure channels where agents can discuss issues. By default, these messages are saved as internal comments in Jira Service Management.
### What’s it handy for?
Keep the conversation between agents private by defaulting to private responses when agents reply in Slack.
### Uses for this workflow
- Keep agent communication private.
- Reduce noise for users you’re supporting.
- Configure your channel to Internal Comment mode to enable this feature.
### Get started
1. Type `/helpdesk-plus configure`**.**
2. Make sure you’re in an Agent channel.
3. Click the **Configure** button.
4. Select the option **Internal Comment Mode.**
5. Click **Submit**.
## Discuss internally with other agents
### What’s it handy for?
Review and discuss issues internally with other agents in Slack or JSM.
### Uses for this workflow
- Mirror your existing support process inside Slack and keep comments in the right context.
- Help users faster without exposing internal processes.
- Just add a lock emoji to make an internal note.
### Get started
1. Go to a ticket discussion thread in Slack in your Agent channels.
2. Start your message with the lock emoji to indicate the message is **private.**
3. Example: 🔒 This is an internal comment.
4. Send your message to Slack.
> 📝 You can't hide messages in Slack, so make sure to add this message to your **Agent channel.**
**See it in action**
Post external comments using the mega emoji.
## Issue deferment with knowledge-base integration
### What’s it handy for?
HelpDesk+ users can optimize their ticket resolution process by integrating with a preferred knowledge base. Our solution supports KB integrations with Confluence, Dropbox, Evernote, Google Drive, and [HelpDocs.io](https://helpdocs.io/), as well as an option for a custom service. This is useful for support teams, helpdesk administrators, and anyone involved in managing tickets and improving customer support.
### Uses for this workflow
- Improve ticket resolution times: Users can easily search for documented answers, reducing the need to create new tickets and enabling faster resolution.
- Enhance user experience: Empower users to find answers to their questions quickly and easily with access to a knowledge base through the HelpDesk+ bot.
- Streamline support workflow: Centralize information and streamline your team's support workflow. This can cut down on duplicate tickets, improve efficiency, and ensure users receive consistent information.
- Increase ticket deflection: Reduce ticket volume and deflect tickets that can be resolved with documented answers, freeing up support resources for more complex issues.
### Get started
1. Navigate to your account portal to [configure knowledge base integrations](https://appfire.atlassian.net/wiki/x/sQ7xLw).
2. Click **Integrations** under HelpDesk+.
3. Make sure *Add integrations for Helpdesk* is **enabled.**
4. Select your preferred integration from the drop-down.
5. If applicable, enter the base URL for your knowledge base service.
6. Click **Test integration URL **to perform a basic search and confirm the integration is working.
7. Click **Save Settings**.
## Best practice support channel settings in Slack
Learn how best-in-class teams are configuring this two-way Slack and Jira Service Management integration.
### What’s it handy for?
Learn from thousands of customers who have worked with our team to set up Slack-first support. See how a best practice channel functions to fully optimize support.
### Summary of best practices
- Limit options: Users don't want multiple choices, so limit your request types by channel and purpose.
- Make it easy: Show users pinned messages with buttons and send them a reminder when they forget.
- Away times: Post times when your team is not available to set expectations with users.
- Configure app messages: Customize the default messages to your team's needs, share policies and links, and keep this data updated.
Make your configuration suit your use case. Your organization is unique, so configure the app in a way that works for you.
[Try HelpDesk+ for free](https://marketplace.atlassian.com/apps/1224706/helpdesk-ai-powered-slack-support?hosting=cloud&tab=overview&utm_source=appfire&utm_medium=website&utm_campaign=plg&utm_id=701Nv000007VjT2IAK&utm_ct=dir&utm_cc=pro&utm_pla=atlassian&utm_sol=itsm&utm_g=gl&utm_lan=en) to enhance your support team’s productivity and communication in Jira Service Management (JSM) and Slack.