Summary

Improve Jira Service Management live-chat functionality so that:

1. Chat transcripts are stored in a more useful and configurable way (e.g. Description, internal comment, or dedicated collapsible panel/custom field).

1. The virtual agent can natively collect and map information from the conversation into specified custom fields, without JSON-based workarounds.

Current Behaviour

• Chat transcripts are not automatically placed in the Description field or other clearly visible locations in a consistent, configurable way.

• There is no straightforward way to distinguish between content suited for internal vs external comments based on the chat transcript.

• Long chat transcripts can clutter the issue view and are not easily collapsible, making it hard for agents to quickly scan the most relevant details.

• The virtual agent cannot natively extract specific pieces of information from the conversation and populate custom fields; customers often need fragile JSON tricks or manual copying.

Request Behaviour

1. Better handling of chat transcripts

• • Option to automatically put the full chat transcript into the Description field when a chat becomes a ticket.

• • Alternatively, allow the transcript to go into:

• • • An internal comment by default, and

• • • An external comment that contains only a short summary of the chat.

• • Support for storing the transcript in a separate, collapsible panel or custom field so long conversations don’t clutter the main issue view.

1. Safer internal vs external visibility

• • Ability to configure that the full transcript is internal-only by default.

• • Option to automatically generate a customer‑friendly summary for external comments or for the Description, while keeping the full transcript only visible to agents.

1. Native population of custom fields (“killer feature”)

• • Let the virtual agent natively collect key information during the chat (e.g. account ID, environment, product, impact).

• • Automatically populate specified custom fields from this information, without needing JSON-based tricks or manual copy/paste.

• • Admins should be able to configure:

• • • Which fields to fill,

• • • What questions the agent asks,

• • • Simple validation/confirmation with the customer.