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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

What is Chat?

Chat allows you to connect your service project with Slack so you can turn Slack messages into issues and work on them without leaving Slack. When customers raise a request in Slack, agents can respond to them or create an issue which is added to the queue for your service project.

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

Triage channel

When you connect your service project to Slack, you’ll be prompted to create a triage channel. A triage channel is a private channel within your Slack workspace where agents can assign, edit and respond to requests. Each service project can have one triage channel. Agents can work on requests from start to finish without ever leaving Slack.

Request channels

A request channel is where people can ask your team for help. When someone posts a message in a request channel, you can react with a ticket emoji to quickly create an issue. Once an issue has been created, it will appear in your triage channel in Slack and the queue in your service project. When an agent works on an issue, comments will be posted to the thread where the help seeker can respond. You can have more than one request channel for each service project.

Request types

You can choose which request types you want to use in Slack, however some fields are not supported and will not be shown on the request form. If you have a required field in a request type that is not supported in Slack, the request type cannot be used. If you want to use the request type without the unsupported field, you must make sure it is not a required field.

Synced comments and actions

When your service project is connected to Slack, comments and actions in Slack are immediately synced with the issue, and vice versa.

A Jira site can only connect to one Slack workspace.

Additional Help