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Manage chat settings for Slack

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

You can customize a few 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 Jira Service Management, go to Project settings () > 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. Check 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.

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 Slack. Learn more about approvals in Jira Service Management.

To disable request approvals:

  1. From Jira Service Management, go to Project settings () > Chat.

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

Enable automatic issue creation

You can turn on automatic issue creation in request channels, which removes a step for your agents and requesters.

If forms are required, the requester receives an automatic prompt to fill one out. If forms aren’t required, the message turns into an issue automatically.

Assist adds a :lightning: emoji to the message to indicate automatic ticket creation.

To enable automatic issue creation as a Jira admin:

  1. From Jira Service Management, go to Project settings () > 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. Check Automatically create issues from messages.

  4. Select Save changes.

Enable private updates

Depending on the project, you may want to turn private updates for issues. When enabled, all issue updates, like comments and status changes, send via private direct message with the requester, rather than posting publicly in the request channel.

If someone adds a comment to the thread in the request channel, Assist deletes that message and sends a whisper privately to the user telling them to navigate to their direct messages with the bot.

To enable private updates as a Jira admin:

  1. From Jira Service Management, go to Project settings () > Chat.

  2. Navigate to the Settings tab.

  3. Turn on the Private updates setting.

Turning on private updates affects all request channels in the project.

Hide a request type in Slack

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

If someone raises a disabled request type a different way — like by email or the portal — the issue still appears in the linked triage channel. Agents can work on the issue in Slack and requesters can interact with the Assist bot, too.

To hide request types as a Jira admin:

  1. From Jira Service Management, go to Project settings () > 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.

Set up emoji shortcuts

Emoji shortcuts only work for company-managed projects

If the lower-left of your service project sidebar says you’re in a team-managed projectyou can’t use emoji shortcuts.

Learn more about the difference between company-managed and team-managed projects.

Emoji shortcuts allow your agents to quickly perform actions on Slack messages by adding emojis with the reaction feature.

By default, chat has two emoji shortcuts set up:

  • marking a message with the :ticket: emoji creates an issue

  • marking a message that’s been turned into an issue with :eyes: assigns the agent to it

You can create additional emoji shortcuts to transition an issue between statuses or set a field value. To create new shortcuts:

  1. From the navigation on the left, select Channels, then Chat, then Configure.

  2. Navigate to the Emoji shortcuts tab.

  3. Select Add shortcut. A menu pops up where you can build your emoji 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 the desired action.

Additional Help