Troopr HelpDesk

Cut your support time by 80%

Resolve employee IT requests faster in Slack with automated suggestions from Confluence and bi-directional ticket updates between Slack and Jira.

Troopr HelpDesk integrates with Jira, Slack

You are in a good company, join the industry leaders.

Easy Ticketing

With Troopr users can create tickets easily
Emoji ticketing

Add a ticket emoji to any Slack message to convert it into a JSM request. Customize the trigger emoji to any emoji of your choice.

Automatic syncing

Discussions in the Slack thread are automatically synced to the Jira request and updates to the request in Jira are synced back to the Slack thread. 

Easy approvals

Troopr delivers approval requests to approvers in Slack. Just click a button in the approval message to take action on the request.

Easy tracking

Customers can easily track their open requests in the support channel or privately in their Troopr app home.

Easy feedback

Get employee feedback about the support experience in Slack. When a ticket is closed, the reporter is sent a Slack message asking about their support experience.

Private requests

Customers can file your requests privately in Slack from Troopr app home. Administrators can restrict access to only select help desk projects and request types.

Easy Deflection

Easy deflection in Troopr HelpDesk
Automatic suggestions

Troopr automatically answers repetitive questions in Slack with suggestions from related Confluence articles. 

Search on demand

Trigger a search on-demand in Slack and share the appropriate result as an answer in the channel.

Learn and improve 

Improve your wiki documentation by collecting and analyzing employee feedback during each interaction. 

Tune document matching

Tune the search results from Confluence by defining the scope of search, type of search and list of keyword aliases. 

Easy Triaging

Easy triaging in Troopr HelpDesk
Central triage channel

Setup a private “agent” channel for the help desk team to serve as the hub for all requests collected via Slack or any other channel.

Internal comments

Enabling channel sync would allow internal comments in Slack to get automatically updated in JSM and vice versa. 

Slack message customization

Customize the Slack message you receive when creating requests in Slack. Customize the request details and action buttons that will show up.

Request previews

Request previews show additional information and action buttons for the request when they are mentioned in Slack. 

Real Time insights

Share real time insights and progress reports from JSM in the form of charts and actionable list of requests.

Proactive reminders

Get reminders on pending and open requests in any Slack channel. Set up a schedule of your choice and filter by projects, event type or JQL. 

Built for your support team

Everything you need to track and answer employee requests in Slack. Connect Slack to Jira Service Management projects for full stack help desk experience in Slack.

Easy Ticketing
Emoji ticketing

Add a ticket emoji to any Slack message to convert it into a JSM request. Customize the trigger emoji to any emoji of your choice.

Automatic syncing

Discussions in the Slack thread are automatically synced to the Jira request and updates to the request in Jira are synced back to the Slack thread.

Easy approvals

Troopr delivers approval requests to approvers in Slack. Just click a button in the approval message to take action on the request.

Easy tracking

Customers can easily track their open requests in the support channel or privately in their Troopr app home.

Easy feedback

Get employee feedback about the support experience in Slack. When a ticket is closed, the reporter is sent a Slack message asking about their support experience. 

Private requests

Customers can file your requests privately in Slack from Troopr app home. Administrators can restrict access to only select help desk projects and request types.

Easy Deflection
Automatic suggestions

Troopr automatically answers repetitive questions in Slack with suggestions from related Confluence articles. 

Search on demand

Trigger a search on-demand in Slack and share the appropriate result as an answer in the channel.

Learn and improve

Improve your wiki documentation by collecting and analyzing employee feedback during each interaction.

Tune document matching

Tune the search results from Confluence by defining the scope of search, type of search and list of keyword aliases.

Easy Triaging
Central triage channel

Setup a private “agent” channel for the help desk team to serve as the hub for all requests collected via Slack or any other channel.

Internal comments

Enabling channel sync would allow internal comments in Slack to get automatically updated in JSM and vice versa.

Slack message customization

Customize the Slack message you receive when creating requests in Slack. Customize the request details and action buttons that will show up

Request previews

Request previews show additional information and action buttons for the request when they are mentioned in Slack.

Real Time insights

Share real time insights and progress reports from JSM in the form of charts and actionable list of requests.

Proactive reminders

Get reminders on pending and open requests in any Slack channel. Set up a schedule of your choice and filter by projects, event type or JQL.

Built for Enterprise

Troopr is built to meet the security and reliable performance requirements at large enterprise deployments. Troopr is trusted by 1000s of enterprises around the world

Support for Slack Grid

Troopr is installed in all workspaces in Slack Grid, Troopr allows for seamless functionality within shared channels within Grid workspaces

Built to handle scale

Troopr’s server hosting infrastructure leverages AWS EC2 Auto Scaling to maintain availability and performance by proactively provisioning capability.

24*7 Premium support

Enterprise customers can rely on a dedicated shared channel in their Slack workspace to get easy access to priority support from Troopr.

Enterprise grade security

Troopr has been built from the ground up with security in mind. We partner with external auditors annually for SOC-II and ISO 27001 compliance.

Troopr Assistant Whitelabeling

You can customize the name of the Troopr bot in Slack to better resonate with your team or your company brand and personality.

There’s more

Dedicated account manager, prioritized feature requests, custom contract & invoicing, vendor risk assessment, extended evaluation and implementation assistance

Wayfair Inc. is a USD 4.5B American e-commerce company based in Boston that sells furniture and home goods online. Founded in 2002 and currently offers 14 million from more than 11,000 global suppliers

Problem

They tried building Slack bots in-house but that proved to be both a time-consuming and expensive exercise. Management of custom solutions were also distracting their teams from their core work.

Solution

With Troopr, they have connected their Jira Software  to Slack channels to bring context and updates to Jira issues, and tickets to Slack and make it easy for them to take action directly from Slack.

Products used

Troopr Projects
Troopr HelpDesk
Troopr Reports
Troopr Check-ins
Troopr Wiki

Dream11 is a USD 8B sports technology company based in Mumbai, India.It is a strategy based online sports game with 1000+ daily contests and 13 crore+ users

Problem

IT teams have dedicated public channels where they collect requests from employees and dedicated private channels where they assign and work on open tickets

Solution

With Troopr HelpDesk, IT teams collect requests the same way as they did in Slack but now Troopr handles all updates between Slack and Jira.

Products used

Troopr Projects
Troopr HelpDesk
Troopr Reports
Troopr Check-ins
Troopr Wiki

There’s more

Multi level access control 

Troopr supports administrator roles at both channel level and account level. Every account and channel can have one or more designated administrators.

Multi-message actions 

Turn a conversation across multiple messages into one Jira request by just adding an emoji to the beginning of the conversation.

Dynamic request creation forms

Automatically discover required fields during request creation, update or status transition based on permissions granted to the user.

Channel preferences

Extensively customize the Troopr behavior including thread sync, creation defaults, project restrictions, notification subscriptions, request previews and more.

Guest Facilitation

Configure guest facilitation that allows external users to create and comment on Jira requests. Configure restrictions at account, channel, project or user levels.

Extensive command support

Troopr supports most JSM actions via slash commands. Create a request, update any field, take actions including changing status, assignee and more.

Ticketing in DM channels

Handle requests from employees in direct chat (DM channels) with them. Easily capture these conversations into Jira requests.

Works with JSM DC or Cloud

Troopr Slack integration for JSM fully supports all features in both the on premise (Data Center) and cloud versions.

Support for Slack grid

When Troopr is installed in all workspaces in Slack Grid, Troopr allows for seamless functionality across shared channels within Grid workspaces.

Support for Slack connect

When you work with external users in a Slack connect channel, you can bring Troopr into it to activate automatic answering and more.

More products for IT teams

Troopr Wiki

Instantly answer employee requests in Slack. Connect Slack to Confluence spaces to manage Wiki articles in Slack.

Auto resolve common requests

Convert  Slack message into Wiki article

Convert any Slack message into a Jira request

Read more

Troopr Reports

Share actionable project insights in Slack. Connect Slack to Jira project data for beautiful visualizations and insightful reports that you can share in Slack.

Actionable reminders about issues that need attention

Actionable charts & reports showing project progress

Scheduled reminders on pending tasks and issues

Read more

Troopr Wiki

Instantly answer employee requests in Slack. Connect Slack to Confluence spaces to manage Wiki articles in Slack

 Auto resolve common requests with recommendations from Confluence.

Convert any Slack message into an article for future use.

Convert any slack message into a request using emoji

Read more

Troopr Report

Share actionable project insights in Slack. Connect Slack to Jira project data for beautiful visualizations and insightful reports that you can share in Slack.

Actionable reminders about issues that need attention

Actionable charts & reports showing project progress

Scheduled reminders on pending tasks and issues

Read more

Your data is safe with us

We have best-in-class security, periodic audits, and continuous monitoring to ensure that your data is always secure.

Made by founding team with 4 decades of experience working for some of the largest enterprises in the world with industry leading security measures.

Your data is safe with us

We have best-in-class security, periodic audits, and continuous monitoring to ensure that your data is always secure.

Made by founding team with 4 decades of experience working for some of the largest enterprises in the world with industry leading security measures.

Discover how Troopr can help your team work better