User Problem

Currently, when a Slack user raises a ticket through the Virtual Agent, if the user doesn’t have an active Atlassian account, the ticket is still created, but the reporter is listed as "Assist", and the identity of the Slack user is not captured. This makes it difficult for service agents to know who the customer is.

This behaviour is different from when the user has an active Atlassian account, where Virtual Agent either names the user as the reporter or adds "Raised on behalf of user name" to the issue comments. No such comment is added in the above case.

Suggested Solutions

Virtual Agent should add the "Raised on behalf of …" for any ticket where the reporter field can’t be populated.

Current Workarounds

The only existing workaround is to pull the "conversation ID" via the "Issue properties" API and use that to identify the "Slack ID" of the reporter — which then can be resolved to the Slack user name. This is obviously a time-consuming and and convoluted process.