Hi All!

I’m excited to announce that conversational ticketing is now available in Jira Service Management. Meet your team where they already work to capture requests and manage tickets directly from your conversations in Slack (Microsoft Teams coming soon).

Our new Jira Service Management chat offering is currently available to any paid Cloud users. You will now be able to sync Jira Service Management service projects with Slack to seamlessly:

• Capture Jira Service Management requests directly in Slack
• Bi-directionally send and receive internal comments and public replies between Slack messages and Jira Service Management
• Edit ticket fields and transition tickets from your Slack conversations

Check out our documentation to learn how to set it up for your projects and our FAQ for frequently asked questions! Also check out this ITSM Lightning Talk for a general overview, demo and details on the upcoming roadmap. 

To follow updates around Conversational Ticketing for MS Teams, please watch this ticket. 

Cheers!

Jensen

Hi @Sohpia Ashley,

Since the design of Chat for JSM is to fully utilize Jira Service Management features, all of the conversations are stored as issues and comments, and we are using Jira's API so each of the lines are stored as comment which naturally resulted into logging by Jira whenever a comment is added.

Another thing is that there's not much options that we can modify or glued those Chat history together at the UI that Jira Cloud is having. It's rather the limitation on Cloud APIs I believe. We might be able to create a extra new tab for the Chat history. However, the "history" function from Jira will still be the same logging all comments in the issue so those Chat comments will still be there. I think it won't help much in your case if you would like any comments from Chat Widget or Chat Dashboard hidden from original Jira's history tab.

By the way, we are open for suggestions and discussions how we can make the product better so you can better use it in your business and daily operation. If you would like to have a further discussion regarding features or some improvement in the product that can be done, please reach out to us at https://spartez-software.atlassian.net/servicedesk/customer/portal/9 

I hope you enjoy using our product.  

Voting for this. A chat addon would be super helpful. The above "chat for Jira Service Desk" mentioned by @Kit Tin Mak is great, but copying chatlogs into comments bloats up the comment history, making it hard to read.

If the chatlog could be auto-saved under a separate tab under the ticket, that would be great (e.g. "Chat history" as a tab next to History - Work log - Commits - "chat history"). This would keep the comment history clean.

Hi Everyone,

Just quick info that Chat for Jira Service Desk is now available on Cloud. More details here.

Let us know if you have any questions or suggestions. Our Support Team is ready to answer them all.

I am also currently evaluating PingPilot, which looks promising.  Their support is very good.

@Jon R : Thanks for highlighting security assesment bit, that's a top priority item for us and we hope to complete it soon.

@Pekka Valkonen : Thank you for such detailed feedback appreciate the same. This will definitely help us to bring improvements to app. 

• I'm having trouble adding/seeing other agents, meaning I have Jira Service desk agents, but they don't appear in the chat list when I try to transfer or assign a chat. How can this be achieved?  Servicedesk agents will only apear in transfer list is only if they are online on chat support page and they have access to project for which you are transfering the chat. 
• Attachment videos don't seem to get uploaded. Are attachment videos supported and what formats? There's no resctriction on type of file, let me try this and get back to you.  There's no limit on file size but this has not been tested for very large files. I think it would be better if we put some explicit size.
• Pdf, docx, png and jpeg attachments seem to work ok, but if you try opening the customer attachment file too soon, there is an error message/window "not found" and the file/message gets erased.  Looks like a bug will try to reproduce and add fix for the same. 
• When a customer uses the chat via laptop and then opens a mobile phone with the same user name, the same (laptop) chat does not appear in the mobile phone. This could be an issues sometimes and it would be great to gain access to the same user chat with different devices. That's a great suggestion, will add to product backlog and will try to deliver as soon as possible. 
• Mobile chat layout could be better. It could be larger vertically to be able to see the text and the send button at the same time. Also the send button is not fully visible. Not fully tested on mobile devices, we hope to have this fixed soon. 

**Thanks once again for such an insightful feedback and trying the app out. You can reach me at vishwajeet.singh[at]amrutsoftware.com for any further feedback or questions. 

I have been testing the app for a while now and it looks very promising. All the basic features seem to work ok.

Few comments and questions.

• I'm having trouble adding/seeing other agents, meaning I have Jira Service desk agents, but they don't appear in the chat list when I try to transfer or assign a chat. How can this be achieved?
• Attachment videos don't seem to get uploaded. Are attachment videos supported and what formats?
• Is there a size limit for attachments?
• Pdf, docx, png and jpeg attachments seem to work ok, but if you try opening the customer attachment file too soon, there is an error message/window "not found" and the file/message gets erased.
• When a customer uses the chat via laptop and then opens a mobile phone with the same user name, the same (laptop) chat does not appear in the mobile phone. This could be an issues sometimes and it would be great to gain access to the same user chat with different devices.
• Mobile chat layout could be better. It could be larger vertically to be able to see the text and the send button at the same time. Also the send button is not fully visible.

Thank you very much for this app. It seems to be the only working solution atm for Jira cloud services.

@Vishwajeet Singh I am very interested, AMAZED something was not previously available for JSD cloud.  We have very simple needs so will try this out now. 

Please fill in security assessment on Marketplace when you have a moment as I would have qualms about installing of not completed.

@Manjunatha Ambrutha @Greca : Please reach out to me at vishwajeet.singh[ at ]amrutsoftware.com. I will be more than happy to assist you with this. 

@Vishwajeet Singh I am intrested in chat bot feture for cloud. I try to install from the link you posted but its not working for me. Could you please help me with that, Thanks.