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Manage chat settings for Microsoft Teams

Chat connects your service project with either Slack or Microsoft Teams to create issues directly from messages. When customers ask for help in chat, your agents respond, transition issues, and close requests — all without leaving Slack or Teams.

You can customize a few settings based on how your team wants to work on requests and issues through Teams.

Hide a request type in Teams

You can disable the request types that show during issue creation. This means that when a customer tries to raise a request in Teams, they won’t see that type as an option.

If someone raises a disabled request type a different way — like by email or the customer portal — the issue still appears in the linked triage channel. This way, your agents can work on the issue in Teams and customers can interact with the Assist bot, too.

To hide request types as a Jira admin:

  1. From Jira Service Management, go to Channels > Chat.

  2. Navigate to the Request types tab.

  3. Select the request type you’d like to hide.

  4. Check Hide this request type during issue creation in chat.

  5. Select Save changes.

Disable request approvals

By default, request approvals are enabled in chat. This means approvers receive a message from Assist when a request requires their approval, and they can take action directly from Teams. Learn more about approvals in Jira Service Management.

To disable request approvals:

  1. From Jira Service Management, go to Channels > Chat.

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

Additional Help