Receive requests in Slack or Microsoft Teams

Your service project connects to either Slack or Teams through an app called Atlassian Assist.

If you’re ready to set up chat for your service project, follow the steps for your tool below:

• Learn more about setting up chat for Slack

• Learn more about setting up chat for Microsoft Teams

Agent channel

When you connect your service project to Slack or Teams, you’re prompted to create an agent channel or team. This is where your agents can assign, edit, and respond to issues, so they should be the only members.

Each service project has one agent channel.

Approve requests

Team members can approve issues directly from Slack or Teams. Learn how to set up approval steps.

If a request type with an approval step is set up with chat, Assist sends approvers a direct message with the option of approving or declining the request.

Learn more about approvals in chat:

• Approve or decline requests in Slack

• Approve or decline requests in Microsoft Teams

Request channels

A request channel is where customers ask your agents for help. When someone sends a message in a request channel, create an issue by reacting with a ticket emoji (:ticket:) for Slack or selecting More actions for Teams. Once an issue is created, it appears in your agent channel in Slack or Teams and in your service project.

When an agent works on an issue, comments post to Slack or Teams so the customer can respond. Unlike an agent channel, you can have more than one request channel for each service project.

Request types

You can select which request types you want to use in Slack or Teams, however, some fields aren’t supported and won’t show on the request form.

If you have a required field in a request type that isn’t supported by chat, you can’t use that request type. If you want to use the request type without the unsupported field, just make sure it’s not a required field to avoid any errors.

Supported field types

The following Jira Service Management field types are supported in chat:

• Checkboxes

• Component fields

• Date Picker

• Labels

• Number field

• Select list (single or multiple choices)

• Short text (plain text only)

• Text field (single line)

• Text field (multi-line)

• User picker

• Paragraph (supports rich text)

• Radio buttons

• Select list (cascading)

Computed fields

You can also connect six computed fields with chat, which sync information like where the request was raised and when it was created.

To begin, create custom fields that follow these exact naming conventions and field types:

• triageChannelLink (URL or text field) – link to the agent channel

• requesterChannelLink (URL or text field) – link to the request channel

• ticketCreationMethod (text or text field) – how the request was raised (from app home, a request channel, etc)

• createdAtComputed (date/time or text field) – what time the request was raised

• originalMessageTime (date/time or text field) – when the original message was posted

• slackCreationChannel (text field) – the channel where the request was raised

Make sure you add the new fields to the connected request types to start syncing this data.

Synced comments and actions

When your service project is connected to chat, comments and actions in Slack or Teams immediately sync with the issue, and vice versa.