HelpDesk+
Empower your team and delight your customers with a powerful Jira Service Management (JSM) and Slack integration that streamlines every step of the support journey. Automate tasks, collaborate seamlessly, and dramatically reduce support resolution times - all within the familiar environment of Slack.Streamline Support Requests and Resolutions:
:handshake: Effortless Support: Request help directly within Slack, eliminating context switching and delays.
:spy: Agent Toolkit Powerhouse: Leverage a comprehensive toolset for agents, including internal/external messaging, off-hours management, automated replies, and more.
:gear: Automation Magic: Automate repetitive tasks like creating tickets, sending responses, and setting reminders based on pre-defined rules.
:email: Seamless Ticket Generation: Effortlessly convert Slack messages, even in DMs, into full-fledged support tickets.
:clock1: Intelligent Availability: Ensure optimal support coverage with flexible after-hours settings and internal/external agent designations.
:loudspeaker: Actionable Notifications: Deliver customizable Slack notifications that grab users’ attention and drive action.
:pushpin: Knowledge at Your Fingertips: Defer or resolve issues efficiently with seamless knowledge base integration.
:white_check_mark: Approval Workflows: Gain clear visibility and control over approval processes for a smooth resolution experience.
:file_folder: Custom Field Flexibility: Tailor your ticketing system to your specific needs with comprehensive support for custom fields.HelpDesk+ is the most robust integration between Jira Service Management and Slack. Enterprise-ready, with support for JSM and Jira Software (JSW) in Cloud and Data Center, HelpDesk+ empowers teams to meet customers where they already work: in Slack. Ready to transform your support operation? Get started today!Note: HelpDesk+ requires the companion HelpDesk+ app from the Atlassian marketplace, which requires Jira administrator access for installation. Check out our documentation to get started.
:handshake: Effortless Support: Request help directly within Slack, eliminating context switching and delays.
:spy: Agent Toolkit Powerhouse: Leverage a comprehensive toolset for agents, including internal/external messaging, off-hours management, automated replies, and more.
:gear: Automation Magic: Automate repetitive tasks like creating tickets, sending responses, and setting reminders based on pre-defined rules.
:email: Seamless Ticket Generation: Effortlessly convert Slack messages, even in DMs, into full-fledged support tickets.
:clock1: Intelligent Availability: Ensure optimal support coverage with flexible after-hours settings and internal/external agent designations.
:loudspeaker: Actionable Notifications: Deliver customizable Slack notifications that grab users’ attention and drive action.
:pushpin: Knowledge at Your Fingertips: Defer or resolve issues efficiently with seamless knowledge base integration.
:white_check_mark: Approval Workflows: Gain clear visibility and control over approval processes for a smooth resolution experience.
:file_folder: Custom Field Flexibility: Tailor your ticketing system to your specific needs with comprehensive support for custom fields.HelpDesk+ is the most robust integration between Jira Service Management and Slack. Enterprise-ready, with support for JSM and Jira Software (JSW) in Cloud and Data Center, HelpDesk+ empowers teams to meet customers where they already work: in Slack. Ready to transform your support operation? Get started today!Note: HelpDesk+ requires the companion HelpDesk+ app from the Atlassian marketplace, which requires Jira administrator access for installation. Check out our documentation to get started.
Permissions
HelpDesk+ will be able to view:
HelpDesk+ will be able to do:
Review the details to better understand this app’s security practices. To learn more about assessing apps for your workspace visit our Help Center.
General
Privacy & data governance
Data retention policy
Your privacy and the security of your data is our top concern. Data is stored as long as you continue to use our services, and is automatically removed within 90 days of license expiration. Customers can request removal of their data at any time via securityrequest@appfire.com.
Data archiving and removal policy
Appfire automatically removes data from previous users. Enterprise customers are able to manage data retention in private instances or self-hosted Docker containers. Additional requests can be made to securityrequest@appfire.com.
Data storage policy
All data sent to Appfire is transmitted over HTTPS, and any data stored is encrypted in transit and at rest using 256-bit encryption. Please visit the Appfire Trust Center at https://trust.appfire.com/ for any questions.
Data center location(s)
United States, Germany
Data hosting details
Cloud-hosted with private-instance and on-premise options available. Data is hosted in the AWS Cloud. We also offer the following hosting options for Enterprise customers as an add-on:
1.Private Cloud Hosting
2 Self-hosted via Docker
3 Data Residency (Germany, US currently available)
4 Bring your own keys with AWS KMS.
Please contact us at securityrequest@appfire.com for more information if you're interested in these services.
Data hosting company
Amazon Web Services
App/service has sub-processors
yes
Guidelines for sub-processors
Certifications & compliance
SOC attestation
ISO/IEC-27001 certification
ISO/IEC-27017 attestation
Privacy Shield notice
GDPR commitment
Data deletion request procedure
Your privacy and the security of your data is our top concern. Data is stored as long as you continue to use our services, and is automatically removed within 90 days of license expiration. Customers can request removal of their data at any time via securityrequest@appfire.com.
HIPAA compliant
yes
While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.
Security
Date of latest pen test
2021-05-03
Executive summary is available to potential customers upon request
yes
Supports Single Sign On (SSO) with the following providers
n/a
Supports Security Assertion Markup Language (SAML)
yes
Has a dedicated security team
yes
Contact for security issues
security@appfire.com
Has a vulnerability disclosure program
yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
yes
Has a bug bounty program
no
Requires third party authorization/connections
yes
Third party services used by this app
Atlassian Jira and Jira Service Management
Uses token rotation
no