Problem Definition

When a customer sends a direct message to an Agent or an Admin, these user should be able to raise a request from this DM, respecting people's privacy and confidentiality using Jira Assist

Suggested Solution

When a user/customer sends a message directly to an Agent or an admin, they should be able to use the ticket icon or any icon to automatically raise a work item on behalf of the customer. 

Workaround

Users/Customers can go to the assist channel to create the ticket, however, they will need to add the information for the ticket manually unlinke in the public channels where they can use an icon to automatically create the ticket.