Create issues in Microsoft Teams

There are multiple ways to create issues in Teams. For all methods, comments sync across Teams and Jira Service Management, so nobody misses an update.

Allow help seekers to raise requests

If you want requesters to raise requests anywhere, and not just in configured request channels, they need to install Assist on their personal scope in Teams. This also allows for agents to raise requests on behalf of the help seeker.

If a requester already sees the Assist icon in their compose box outside of configured request channels, they don’t need to follow these steps.

To add Assist to your personal scope:

1. Go to the Assist app listing.

2. Use the dropdown arrow to select Add for me.

From a message

Turn a message in a request channel or a direct message into an issue by following these steps:

1. Find the message and hover over it to display the more actions () menu.

2. Select Raise a request with Assist.

   1. You may need to select More actions >.

3. Fill out the form and select Raise request.

From the Assist app

Customers and agents can also raise requests from the Assist app directly:

1. From the message bar, select the Assist icon (life preserver).

   1. If you don’t see it, select the more actions () menu and search for Assist. Pin the shortcut to your message bar by right-clicking and selecting Pin.

2. Fill out the form and select Raise request.