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What is chat?

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.

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

Triage channel

When you connect your service project to Slack or Teams, you’re prompted to create a triage 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 triage channel.

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 triage channel in Slack or Teams and in your service project’s queue.

When an agent works on an issue, comments post to Slack or Teams so the customer can respond. Unlike a triage 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.

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.

A Jira site can only connect to one Slack workspace or Microsoft Teams tenant.

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:

Additional Help