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What is chat?

Chat for Microsoft Teams is currently in beta. Join the beta by installing Assist in your Teams tenant and selecting Connect with Jira Service Management during setup.

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 your chat platform, you’ll be prompted to create a triage channel or team. This is where agents assign, edit, and respond to issues, so only your agents should be members. Each member in a triage channel or team counts as a billable agent.

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 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 your chat app so the customer can respond. Unlike triage channels, 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 your chat platform, 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, the request type can’t be used. 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.

Additional Help