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Create issues in Slack

Chat allows you to connect your service project with Slack so you can receive support requests in Slack and turn them into issues. Learn more about chat.

There are multiple ways to create issues in Slack.

From a request channel

When someone posts a message in a request channel, turn the message into an issue by following these steps:

  1. React to the message with a ticket emoji.

  2. Choose a request form from the dropdown.

  3. Fill in the form and select Create.

An issue will be created and added to the queue in your service project. It will also appear in the thread of the message in the request channel and in your triage channel, where agents can work on the issue.

From a direct message

Agents can create issues from a direct message (DM):

  1. React to a message in your a DM with a ticket emoji.

  2. Choose a request form from the dropdown.

  3. Fill in the form and select Create.

The requester will get a direct message from the Assist bot with the details of their request. They can add comments in the thread of this message. Comments in the Assist bot’s thread, the triage channel’s thread, and in the issue in Jira Service Management will all sync.

From the Assist app

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

  1. In the sidebar under Apps, select Assist. If it does not appear, search for it in the search field at the top.

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

  3. Choose a request form from the dropdown.

  4. Fill in the form and select Create.

The requester will get a direct message from the Assist bot with the details of their request. They can add comments in the thread of this message. Comments in the Assist bot’s thread, the triage channel’s thread, and in the issue in Jira Service Management will all sync.

Create an issue from multiple messages

If someone succession of related messages, you can combine these messages to create a single issue.

  1. React to the first message in the sequence with a push pin emoji.

  2. React to the last message in the sequence with a ticket emoji.

  3. Choose a request form from the dropdown.

  4. Fill in the form and select Create.

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 will immediately create an issue with the request/issue type linked to that queue.

Unexpectedly seeing a form

If you’re unexpectedly seeing a form, navigate to your Jira Project settings and ensure there are no required fields other than summary. In Jira Service Management, this can be found on the request types customer form. In Jira Software, you can edit this in the issue type’s field configuration settings.

Setting up a form

If you want a form, either add a second request/issue type or navigate to your Jira Project settings and mark a field other than summary as required. In Jira Service Management, this can be found on the request types customer form. In Jira Software, you can edit this in the issue type’s field configuration settings.

Additional Help