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Requests feature in Jira

This feature is part of a trial and may be subject to change. It's available to only select people and may be rolled out to all relevant users depending on the results of the trial.

Jira has a feature that allows you to automatically funnel all your requests into one place. Requests can come from email, Slack, Microsoft Teams or a customized request form. You can then manage, prioritise and track your requests, and connect them up to other Jira projects and issues.

This feature is powered by Jira Service Management, which is a purpose-built Atlassian product that’s all about IT and Customer Service management.

Customise your Requests feature by setting up a few things within in Jira Service Management first.

Add your team members

Once you have your service project established, start inviting team members. To get your team involved, start by adding each team member as agents to your service project.

  • Go to Project settings > People.

  • Select Add people.

  • Enter the agent’s username or email.

  • Choose their role from the dropdown (Service Desk Team).

  • Select Add .

  • They'll get an email with a link to your project.

Learn more about setting up Jira Service Management user roles and requests

Learn more about Jira Service Management user types and roles

Learn more about Jira Service Management agent and customer permissions

Get requests from your chat channels (Slack, Microsoft Teams)

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. You must be a project admin to set up chat.


Microsoft Teams

Learn more about chat

Set up your intake form

Jira Service Management allows you to customize your request intake form, and the types of requests you accept, and the fields associated with those forms and request types. Within Jira Service Management, request types is the term used for intake forms.

To modify your form/request types: 

  1. Navigate to Project settings > Request types.

  2. Select on the request type you would like to edit or create a new request type by selecting add new request type.

  3. Modify the fields and information that will be displayed on the request form and agent view by using the available tabs.

  4. Select Save changes.

  5. Add/remove request forms to your portal groups. Navigate to Project settings > Portal settings. Select the portal groups tab to add, remove, and rearrange request forms within your portal groups.

Learn more about request types and fields

Set up email requests

You can set up a service project email address so you can capture requests from customers who email your team with a question, incident report, or anything else in a single place. Requests that are sent to your service project’s email address are automatically added to your queues, so your team can focus on customers without worrying about missing requests or managing multiple inboxes.

Service projects come with a default email address, or you can add a custom email address that is already in use by your team.

To add a custom email account:

  1. From your service project, select Project settings > Email requests.

  2. Choose your email service provider and follow the prompts to link your account.

Learn more about receiving requests from an email address

Once you’ve added your team and have some requests appearing in your Requests tab in Jira, you can escalate a service project issue to other Jira products by creating a linked issue. Jira teams get the most use of this technique when they can view and comment on issues in your service project.

Both administrators and agents can create a linked issue.

To create a linked issue:

  1. Go to the issue view of the issue you want to link.

  2. Select >

  3. Choose and select the project you want to link to.

  4. Fill in the rest of the details for the linked issue.

  5. Select Link.

Learn more about linking Jiraissues


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