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  1. Jira Service Management Cloud
  2. JSDCLOUD-12211

Ability to update the default emojis for JSM Chat/Assist

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • JSM Chat
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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Currently, it is possible to add additional emojis for additional ticket actions; however, it is not possible to update the default emojis.

      In some use cases, teams already use the default emojis for different functions and would like to be able to update the default emojis to be something else.

            [JSDCLOUD-12211] Ability to update the default emojis for JSM Chat/Assist

            Majken Longlade added a comment -

            Our issue is that the emoji when a ticket is manually created has been merged with the emoji when a ticket is automatically created. Users see the ticket emoji and think their ticket is already created, they miss the message from Assist that they need to Raise a Request.

            Majken Longlade added a comment - Our issue is that the emoji when a ticket is manually created has been merged with the emoji when a ticket is automatically created. Users see the ticket emoji and think their ticket is already created, they miss the message from Assist that they need to Raise a Request.

            brannan.cooper added a comment -

            Additional notes: we've also been experiencing issue with Slack Workflow steps not pulling through to Jira tickets? 

            This issue surfaced what seemed around the same time as the Emoji issues. Please advise.

            brannan.cooper added a comment - Additional notes: we've also been experiencing issue with Slack Workflow steps not pulling through to Jira tickets?  This issue surfaced what seemed around the same time as the Emoji issues. Please advise.

            Albert Amos added a comment -

            Hi There,

             

            Is there an update on this issue. We have not yet found a temporary workaround using Jira automations. The ticket emoji seems to be the only emoji that can trigger a ticket creation. Is this the case and if so please allow the ticket emoji to trigger multiple automations

            Albert Amos added a comment - Hi There,   Is there an update on this issue. We have not yet found a temporary workaround using Jira automations. The ticket emoji seems to be the only emoji that can trigger a ticket creation. Is this the case and if so please allow the ticket emoji to trigger multiple automations

            Paul Bishton added a comment -

            Hello, is there any update on this?

            It would be good to get a workaround at least for the time being? I was thinking Zapier could come in handy if Jira Automations won't be able to offer any way of allowing one emoji to create a ticket and assign it to the person who reacted.

            Paul Bishton added a comment - Hello, is there any update on this? It would be good to get a workaround at least for the time being? I was thinking Zapier could come in handy if Jira Automations won't be able to offer any way of allowing one emoji to create a ticket and assign it to the person who reacted.

              poye philoye
              mmarney@atlassian.com Matthew M. (Inactive)
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                Created:
                Updated: