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Create issues in Microsoft Teams

Chat connects your service project with either Slack or Microsoft Teams to create issues directly from messages. When customers ask for help in chat, your agents respond, transition issues, and close requests — all without leaving Slack or Teams.

There are multiple ways to create issues in Teams.

From a message

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

  1. Hover over the message and select the more actions () menu.

  2. Select More actions >

  3. Select Raise a request with Assist. Select the appropriate queue from the dropdown and select Next.

  4. Fill out the form and select Raise request.

The request will be raised and added as an issue to the queue in your service project. Assist sends a message with the details of the request to the requester, and agents can work on the issue from the triage channel.

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 app to your message bar by right-clicking and selecting Pin.

  2. Select the appropriate queue from the dropdown and select Next.

  3. Fill out the form and select Create ticket.

The customer receives a direct message from the Assist bot with the details of their request. They can add comments to the request card. Comments in the card, the triage channel’s card, and in the issue in Jira Service Management all sync.

Create an issue without a form

If a queue only has one request/issue type with no required fields — other than summary — Assist won't require a form to be filled out. Instead, Assist immediately creates an issue with the request/issue type linked to that queue.

Unexpectedly seeing a form

If you unexpectedly see a form, navigate to your service project settings and ensure there are no required fields other than summary. Find this on the request types customer form.

Setting up a form

If you want a form, either add a second request/issue type or navigate to your service project settings and mark a field other than summary as required. Find this on the request types customer form.

Additional Help