Set up chat in Slack

Set up chat in your service project

To set up chat in your service project:

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

2. Select Add to Slack.

3. Select the Slack workspace you want to connect your Jira site to then select Allow.

4. Select the request types you want to use in Slack, then select Add. You can add more later.

   1. If you don’t connect a request type to a request channel, that request type won’t be available for help seekers raising requests from Slack.

5. The last step creates a private agent channel for your team. Assist suggests a name based off your project key, but you can rename it if you want.

   1. Find out how to use an existing channel instead.

6. Select Create to finish setup.

Set up your channels in Slack

Agent channel

An agent channel is a private channel within your Slack workspace where agents can assign, edit, and respond to requests.

Assist creates an agent channel for you during the initial onboarding steps, or you can also use a channel you already have:

1. In Slack, find the private channel or create a new one.

2. Add Assist to the channel:

   1. Type /add as a message in the channel.

   2. Select Add apps to this channel.

   3. Search for Assist.

   4. Select Add.

3. When prompted, select that you want to use the channel as an Agent channel.

4. Select the service project you’d like to connect to the agent channel.

5. Add your agents to the new agent channel.

You can also remove an agent from a channel if needed. If they shouldn’t be an agent at all, make sure you remove them from the service project.

Request channels

A request channel is where people can ask your team for help. You can either have Assist create a request channel for you or use an existing one.

Connect a new request type

If you’ve added a new request type to your project and want to make it available for help seekers raising requests in Slack, you need to connect it to a request channel.

To connect a new request type:

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

2. In the Request channel section, find the request channel you want to connect the new request type to.

3. Hover or keyboard focus on the request channel and select Configure options to open the settings.

4. Select Connect request types and find the request type you want to connect.

   1. If you don’t see the request type, go to the Request types tab and use Add request type to connect it to chat. Then, go back to the Slack tab and try again.

5. Select Save changes.

The request type is now connected to the request channel, and help seekers can also use it in the Assist app.

Create request channel with Assist

1. From your chat settings, in the Channels section, select Create request channel.

2. Assist suggests a name based off your project key, but you can rename it if you want.

3. Select Create.

Use an existing channel for requests

1. In Slack, find the channel or create a new one.

2. Add Assist to the channel:

   1. Type /add as a message in the channel.

   2. Select Add apps to this channel.

   3. Search for Assist.

   4. Select Add.

3. When prompted, select that you want to use the channel as a Request channel.

4. Select the service project from the list.

Find out more about connecting Slack to Jira Service Management