Manage chat settings for Slack

You can customize several settings based on how your team wants to work on requests and issues through Slack.

Associate a request type with a request channel

You can customize which request types show in a specific request channel. Use this setting if you have a request channel that should only have a few request types as options.

To associate request types with a request channel:

1. From your service project, select Project settings, then Channels & self service, then Chat .

2. From the Slack tab, find the request channel you’d like to manage. Hover or keyboard focus and select Configure options to open the settings.

3. Select Associate request types with this channel.

4. Select the request types to associate with the request channel.

   1. If you select no request types, all show in the channel, except for those you’ve hidden.

5. Select Save changes.

Create issues automatically

You can turn on automatic issue creation in request channels, which removes a step for your agents and requesters. This means that Assist turns any message posted in a request channel into an issue. Assist adds a ticket emoji (:ticket:) to the message to indicate automatic issue creation.

If any fields for the request type are required, the requester receives an automatic prompt to fill them out. If no fields are required, the message turns into an issue automatically as soon as it’s posted. To add or remove required fields, you can customize the request type.

To turn on automatic issue creation as a Jira admin:

1. From your service project, select Project settings, then Channels & self service, then Chat .

2. From the Slack tab, find the request channel you’d like to manage. Select the header or pencil icon to open the settings.

3. Select Automatically create issues from messages.

4. Select Save changes.

Manage request approvals

By default, request approvals are active in chat. This means approvers receive a message from Assist when a request requires their approval, and they can take action directly from Slack.

If an approver group is assigned a request, they won’t receive notification in Slack and need to take action from email or Jira Service Management.

To turn off request approvals:

1. From your service project, select Project settings, then Channels & self service, then Chat .

2. From the Settings tab, turn off Approvals in chat.

Discover more about approvals in Jira Service Management.

Restrict requests to request channels

If you only want requesters to raise a request in the configured channels for that project, turn on Hide project during issue creation.

To restrict where request types can be raised:

1. From your service project, select Project settings, then Channels & self service, then Chat .

2. Go to the Settings tab.

3. Turn on Hide project during issue creation.

Set up emoji shortcuts

Customers with existing emoji shortcuts can still create new ones until June 4, 2024:

1. From your service project sidebar, select Channels, then Chat, then Configure.

2. Select Emoji shortcuts.

3. Select Add shortcut. This displays a menu where you can build your shortcut.

4. Select the emoji to use, then you can select if you want to transition the status or set a field value.

5. Select the new status or the field value, then select Save changes.

To edit or delete an existing emoji shortcut, hover over it and select Edit or Delete.

Turn off bot messages

When an issue is created in chat, Assist sends an automated message to both the requester and the agent by default. You can turn off these messages for each project.

To turn off bot messages:

1. From your service project, select Project settings, then Channels & self service, then Chat .

2. From the Settings tab, find the relevant message and use the toggle to turn it off.

3. Repeat for any other messages.

Update requests privately

If your team is handling sensitive or confidential questions, you may want to turn on private chat requests. When activated, all issue updates send via private direct message with the requester, rather than posting publicly in the request channel.

Any comments posted on the request channel thread won’t sync with the Jira issue.

To turn on private chat requests:

1. From your service project, select Project settings, then Channels & self service, then Chat .

2. Select Settings.

3. Turn on the Private chat requests.