HelpDesk+ for Slack

About

HelpDesk+ for Slack was created to eliminate the chaos of managing IT and support requests across disconnected platforms. With Jira Service Management (JSM) as the backend and Slack as the frontend, HelpDesk+ empowers users to request and track support directly in Slack without needing to learn Jira.

This case study explores how Fivewalls helped scale HelpDesk+ from concept to an enterprise-grade solution used by companies like Unity and Skyscanner—turning Slack into a full-featured support hub.

Background

After the successful collaboration on Integration+ (Jira to Slack), the Nextup.ai team recognized an adjacent pain point in IT and support workflows: users were constantly switching between Slack and Jira Service Management. The opportunity was clear: make support requests as simple as sending a Slack message.

With experience from Integration+, the Nextup team re-engaged Fivewalls to build this next-generation product: HelpDesk+.

Vision

To receive support, your users won't have to know anything except how to write a Slack message. HelpDesk+ was designed to:

• Let users create and manage support tickets from Slack
• Allow agents to reply, transition, and close issues from within Slack
• Support real-time synchronization with Jira, across both Cloud and Data Center
• Integrate knowledge base access, custom responses, and CSAT feedback directly into Slack

Key Challenges & Engineering Highlights

Handling User Identity and Permissions

One of the most technically challenging aspects was mapping Slack users to Jira users, especially in shared or enterprise environments. We had to support anonymous users getting help instantly, while maintaining permission integrity.

Smart UX Design for Slack

The team prioritized a message-based UX over form-based UI: "We focused on messages, not forms. It helps regular users get what they want fast—no training needed."

Cross-Version Parity: Jira Cloud & Data Center

Maintaining feature parity across both JSM Cloud and Data Center versions was a continuous challenge that required architectural finesse and testing discipline.

Event-Driven Scalability

Fivewalls implemented an event-driven architecture, enabling horizontal scaling and making the platform suitable for high-volume customers like Unity and Skyscanner.

Shared Channel Innovation

"Fivewalls took the initiative to implement support for Slack shared channels. That opened the door to cross-org support scenarios—a game changer for large clients."

Delivered Functionality

Threaded Ticket Creation & Updates

Users create tickets via emoji, message actions, slash commands, or buttons. All updates stay in the original Slack thread.

Knowledge Base Integration

Real-time ticket deferment using Confluence, Google Drive, Dropbox, HelpDocs, and others.

Auto-Create & Auto-Remind

Channels can be configured to:

• Automatically create requests on every message
• Remind users to convert a message into a request

Canned Responses Pro Integration

Agents can use Jira-based canned replies from Slack.

Approval Routing & Transitions

Users can approve, escalate, resolve, or reassign tickets directly from Slack.

CSAT Feedback in Slack

CSAT surveys are triggered automatically after resolution, with results visible in Slack and the account portal.

Shared Channel Support

Supports cross-organization Slack channels where internal agents can assist external users, each with distinct Jira access rules.

Admin Portal & Configuration Tools

Detailed Slack-to-Jira mapping, blocked request type management, and default field configuration all managed via UI.

✅ Adoption. Efficiency. ROI.

• Used by major enterprise clients including Unity and Skyscanner
• Thousands of Slack threads turned into structured tickets monthly
• Supports Jira Cloud, Server, and Data Center
• Can save support teams up to 2 hours per agent per week
• Reduces context switching, response times, and onboarding friction

HelpDesk+ continues to evolve post-acquisition under Appfire. With Fivewalls' foundation, the product roadmap now includes smarter workflows, AI-generated ticket triage, and deeper reporting.

The partnership between Nextup and Fivewalls remains a model of technical excellence meeting real-world impact.