Create issues in Slack

There are multiple ways to create issues in Slack.

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 agent channel’s thread, and in the issue in Jira Service Management all sync.

From a private channel

As a security measure, Assist doesn’t have access to private message history in Slack. That means you can only create issues from messages in private channels posted after Assist was invited.

To create an issue from a message sent before Assist was invited:

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

2. If needed, select More message shortcuts.

3. Find Assist and use it to create the issue.

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 your service project. It’ll also appear in the thread of the message in the request channel and in your agent channel, where agents can work on the 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.

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 agent channel’s thread, and in the issue in Jira Service Management all sync.

With the Slack workflow builder

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

Without a request form

If you want messages in request channels to automatically turn into issues, turn on automatic issue creation.