Create work items in Slack

There are multiple ways to create work items in Slack. For each method, all comments will sync across Slack and Jira Service Management, so your agents and requesters never miss an update.

From a private channel or a direct message

As a security measure, Assist doesn’t have access to private channel or direct message history in Slack. You can’t add Assist to direct messages at all, however you can create work items from messages in private channels posted after Assist was invited.

To create a work item from a private channel without Assist or from a direct message:

1. Find the message and hover over it to display More actions.

   1. You may need to select More message shortcuts.

2. Select Raise a request.

3. Choose a request form from the dropdown.

4. Fill in the form and select Create.

From a request channel

When someone posts a message in a request channel, turn it into an work item by:

1. React to the message with the ticket emoji (:ticket:).

2. Choose a request form from the dropdown.

3. Fill in the form and select Create.

From the Assist app

Customers and agents can also raise requests from the Assist app home. You need to be a Jira admin to do this.

1. In the Apps section of the sidebar, select Assist. If it doesn't appear, use the search field at the top.

2. From the Home tab, select Raise a request.

3. Choose a request form from the dropdown.

4. Fill in the form and select Create.

Using a slash command

Wherever you are in Slack, you can type /assist to raise a request.

If you use this command in a request channel, the request posts in that channel — unless private chat requests are turned on for that project.

Without a request form

If you want messages in request channels to automatically turn into work items, turn on automatic work item creation.