Create issues in Slack

There are multiple ways to create issues in Slack.

From a request channel

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

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

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’ll 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 DM with a ticket emoji (:ticket:).

2. Choose a request form from the dropdown.

3. Fill in the form and select Create.

The Assist bot sends a direct message to the requester 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 doesn't appear, use 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 Assist bot sends a direct message to the requester 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 Managementwill all sync.

Create an issue from multiple messages

If someone posts several messages in a row, you can combine them to create a single issue.

1. React to the first message in the sequence with a push pin emoji (:pushpin:).

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

3. Choose a request form from the dropdown.

4. Fill in the form and select Create.

Create an issue without a request form

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

Unexpectedly seeing a request form

If you’re seeing a request form where you shouldn’t, navigate to your project settings and ensure there are no required fields other than summary. In Jira Service Management, you can find this on the request types customer form.

Setting up a request form

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

Using the Slack workflow builder

You can also set up a workflow with Assist. Learn more about setting up Slack workflows.