We really need this live chat feature!

Integration of MS Teams would be something.
That, if someone clicks on "Chat with Agent" on the Agent Side MS Teams opens a chat (like on "Call-Forward")

yes please!

and implement grouping - for us we have service desks in different languages. hence users will go into one portal, click the language they want, then it goes to the appropriate desk/group.

hi

totally agree, its about time for Jira to have its own live-chat. 

chat -> issue -> management

close the loop

Hi,

please implement a group telegram support conversations.

Hi Peter,

Just a 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 about the product. Our Support Team is ready to answer them.

Hey friends, I have developed addon for JSD Cloud. It's still in private beta let me know in case you guys want to give it a spin and share your feedback.  Please drop me an email at vishwajeet.singh[ at ]amrutsoftware.com

Please implement a chat function with the ability for customers to lookup "help articles" by entering keywords, which then lookup your existing Jira Knowledge Base artiles and present them to the chat customer. 

Any suggestions for a currently valid alternative (Marketplace)? Thanks

Please implement a Chat for Jira Service Desk on your cloud platform.

Hej Nick, i guess it is worth checking Chat for Jira Service Desk from Spartez as well. It might fit your needs. I personally do like it.

(but that`s only for Server & Data Center available at the moment)

Cheers, Lars

Hello, 

We have just started using Service Desk and Jira. Can you let me know if Omniengage is live yet and available and fully supported with Atlassian? We are looking for a live chat feature that can be used with our customer service team with our end customers and then to be able to create a service Desk ticket from the chat if needed. Are there any other Live Chat add'ons that you can recommend. I have seen some other recommendations for Live Chat and Olark for service desk. Any recommendations you can offer would be great!

Thank you!

thank you Bruno !

suporte11, eu não sei se você está utilizando Server ou Cloud, mas baseado no seu comentário acredito que o que você está procurando é exatamente o que o Janusz mencionou nesse comentário: https://jira.atlassian.com/browse/JSDSERVER-1616?focusedCommentId=1788722&page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel#comment-1788722 (só funciona com Server, não está disponível para Cloud). Dá uma olhada no app no Marketplace. Tem um vídeo demo também sobre o app no youtube aqui.

1. Você está usando atualmente HipChat? Não foi aderente a minha operação

       2. Deseja oferecer os recursos de bate-papo e os clientes dentro da sua organização (por exemplo, um help desk de TI que oferece bate-papo como canal para todos os funcionários) ou um cliente fora de sua organização (por exemplo, uma equipe de suporte que oferece como um canal para clientes externos)? O bate-papo deverá abrir chamado automaticamente no Jira service desk, necessário que seja disponivel no portal do cliente externo para que o mesmo possa interagir com nossa equipe de suporte em real time.

1. Você tem uma experiência de bate-papo e bate-papo com o cliente sem acesso ou em um cliente de bate-papo (como o HipChat)? E quanto aos seus agentes? Hoje utilizamos o Zopim, porém nao vi a possibilidade de integração com o sistema.

A new Atlassian partner, Omniengage, is releasing a web chat support solution that integrates with Atlassian Stride for the agents and then with Jira Service Desk.  The flow is simple - user hits your web site, interacts with the chat widget, agents receive chats in Stride and can interact with the user.  Then at the conclusion of the chat exchange, the agent can create a Jira Service Desk ticket.  Then from that point JSD takes over - user gets the email from JSD and link to the customer view of the ticket for updates.  This solution also works via SMS, whatsapp, viber... it's not just the web chat widget.  They will be on the marketplace soon. And yes, this is JSD Cloud today.  

Thank you for clarifying it.  Let us know if you decide to dive into it.

Saludos,

José

Well, at this time we are concentrating on the server version - cloud requires vastly different technology and many required Service Desk integration points are missing in cloud. Plus we would need to handle chat traffic somehow, which requires non-trivial hosting (and obviously non-trivial pricing).

Best
Janusz

It looks great Janusz, congratulations!

We use the cloud version, are you thinking in releasing a chat for the JIRA service desk in the cloud 

Looking forward to your reply,

Saludos, 

José

Hi folks,

Janusz from Spartez here.

Sorry for a bit of commercial break, but we have just released the Chat for Service Desk (server) app - aptly named ‘Chat for Service Desk’. It provides a real-time chatting solution that helps your site visitors / app users connect with teams working through service desk.

It is NOT an integration with a 3rd party chatting service - it is self-contained - you just install the app in Service Desk, place a bit of javascript on your web site (or just enable the chat on your customer portal) and you have full chat support.

It has a bunch of nifty features:

• Creates issues out of chat conversations on-the-fly
• Turns customer's messages into issue comments
• Turns your issue comments into messages within the chat
• Handles request queues
• Lets you see which customers are currently online
• Allows support personnel to toggle their availability
• Chat widget is replaced with email when all agents are offline
• Send the customer chat digests through email
• Fully optimized for mobile web pages
• Chat look & feel is customisable

Interested? You may want to try it out! It’s just fresh-out on the Atlassian Marketplace.

An introduction video can also be viewed here.

Cheers,
Janusz Gorycki,
spartez.com

Hi guys,

In case you are already using Slack in your organization then it is possible to have a live chat that can be used with Jira Service Desk. I recently did some work on this and share my findings. I used Chatlio which is a Slack app to provide embedded chat functionality for Slack and used Jirio which is another Slack app to create/update tickets in Jira Service Desk.

Do you want to have Live chat with @JiraServiceDesk and @SlackHQ. Using @Chatlio & @Jirio_app apps.

Hi, Live Chat is for JIRA Service desk server.

I need a live chat option which can be integrated with JIRA Service desk Cloud and also easy to embed in a website and ofcousre an economical option.

Do you guys think this is going anywhere?

Has anyone tried the Add-On Live Chat for Jira?

I also answer them:

1. We evaluate it, right now we are using the chat functionality of our VoIP system mostly because its internally and sufficient right now. Also, I can post deploy messages also there. If the functionality is included we are happy to switch and overall it would be a good sales pitch for HipChat.

2. For us, and I think most of the other people, it would a tool used in combination with Jira Service Desk

3. It should be embedded in the browser, just like the Issue Collector - especially in that use case I described its the only thing that make sense. Also the transition from Issue Collector to this would be very simple, if the button and placement looks like the same - and if all are offline the view from the Issue Collector could be used, so its nothing new.

This will be a great improvement of JIRA Service Desk functionalities. Many of our customers are asking about the possibility of having it, and this impacts heavily their choice of a customer support tool (they sometimes choose other competing products just because they allow to have this feature). Please find below our answers to your questions:
1- Are you currently using HipChat?
=> No
2- Do you want to offer the chat capabilities to customers within your organisation (eg. an IT help desk offering chat as channel for all employees) or to customers outside your organisation (eg. a support team offering chat as a channel to external customers)?
=> Both IT Helpdesk Internal customers and external end-customers as we are using JIRA Service Desk as the IT Helpdesk tool and the external client support tool
3- Would you want the chat experience for the customer embedded in the browser or in a chat client (like HipChat)? What about for your agents?
=> It would be great if the chat feature is embedded in the browser, both for customers and agents, this will allow us to have a seamless support experience in one homogeneous environment.

Especially when you offer HipChat, its a thing that should be quite obvious to implement

We also would like to have this, looking into other alternatives like Tidio but it has no integration into Jira.
(Maybe the devs there are reading this, I have them a hint. Because 3rd Party Plugin would also be okay for me)

But how this works, could be the way this could work - if people are online, get the messages to them via HipChat (with the possibilty to easily create a issue out of it, with chat history attached to the issue). If they are offline, create a ticket just like with Jira Issue Collector.

The Jira Issue Collector would be needed anymore - just like the Live Chat, with some "Always-Offline" Issue Collector legacy mode

For our company, using both JIRA and HipChat, this is a critical feature in choosing JIRA Service Desk over competing products. Any ETA or other news would be appreciated!

We use HipChat and Service Desk and would like this feature. This is what I think the ideal workflow would be:
1) User types message into a chat box.
2) We already have the users email address associated with their application user account, so what we would like to do is create a Service Desk customer account if one does not exist. If it does exist, there should be a way that we can use OAuth2 so that our application can connect to the chat system as the user without prompting the user for their password.
3) Follow the workflow of other live chat systems.

I just got done installing ZopIM. It's the LiveChat part of Zendesk (I don't use Zendesk)

We had our first "out of office hours" message sent on ZopIM and the Integration to JIRA Service Desk worked flawlessly. When we got in the office in the morning, not only did we get the email from zopim that a customer left a message, but we got the service desk ticket in JIRA already in the Queue and waiting for resolution.

Totally awesome.

my Next test is the zopim iPhone app. Our agents should be able to get an instant notification in the iPhone notification center if a customer leaves a message.

Hipchat is just so yesterday. Waste of time. I have been trying to use it for 2 years. Still have had zero value out of it. But that's me. If you like hipchat...use it.

Voting with two hands for this. We currently use LiveHelper Chat on our website but it would be really awesome to be able to have a live chat facility that worked both on the helpdesk itself, and ideally on an external website (in much the same way as the issue collector for Jira currently does but allowing live chat between people).

We do use Hipchat internally, and with guest access for clients.

It would be great to be able to turn a chat request into an issue directly and link them. Also to have things like Upraise's satisfaction metrics be able to hook into the chat system, so that people could give our team members feedback on their chat experience.

Ruth

I second to this, currently we are looking for a ticketing system for our company and we already use JIRA for our internal use. JIRA service desk should be our natural choice, since then it would give seamless integration with our development team too with JIRA. However, we want a live chat system to be supported, this is vital these days and we feel that is the only problem we have to go for JIRA service desk. Zendesk offers integration with JIRA as well as live chat system from ZOPIM!! This could be a great add on to service desk.

I am in communication with tawk.com. I currently do not know the price, but, will find out ad comment here later.

I am getting scared of service desk. It seams like it's so far concentrating on 'internal' customers. That's great when the size of the gene pool is limited. (less than 10,000 employees)...although Atlassians client references are pretty impressive (nasa, cisco, others).

What scares me is I will (although not yet) need to support 10's of thousands and hopefully in the future millions of customers. So, not sure Service Desk will cut it. Live chat is expected these days. Even internally. No, HipChat will not solve the problem. Not until it is seamlessly integrated into the browser. And, you cannot "setup a room" ahead of time. This is a non-starter process. And you can't make the end user create an account on the hipchat cloud before you get started. BTF is a non-starter for hipchat.

What we need is a chat client that when the user clicks on the button, it opens a service desk ticket. Custom field with the tawk.com URL to a on-the-fly temporary room. The end user would be identified as a customer that has a login to another system, not necessary even a JIRA service desk account yet. The chat must be instant and friendly. Then all chat dialog is to be appended as comments to the service desk ticket. When the chat window closes, the ticket is closed (optionally) by the service desk agent or kept open for future chats with the user (username or email address).

HipChat is in no position to do this. They are too busy making something we don't need.

There were no integrations a few months ago when we looked - we had a quote from a Jira integration company and it was about $16,000 to add a 3rd party chat client into Service Desk (with very limited features). So we are happy to wait a few more months for this feature to be officially added

We are actively looking for a Live Chat feature for our team - would be great if Jira Service Desk offered it - otherwise a 3rd party vendor with Jira integration capabilities?

1. Are you currently using HipChat?
   Yes, but only between our team members.
   .
2. Do you want to offer the chat capabilities to customers within your organisation (eg. an IT help desk offering chat as channel for all employees) or to customers outside your organisation (eg. a support team offering chat as a channel to external customers)?
   Yes, we want to offer both our external customers and our internal employees an instant support option via live chat. Each customer would need their own chat room, when a request is made by pressing on a "live chat" button. Actually each request would need their own chat room. The support agent should then have the ability to connect this chat to an existing ticket or create a new ticket with the chat attached, possibly also linking in knowledgebase articles ans such.
   .
3. Would you want the chat experience for the customer embedded in the browser or in a chat client (like HipChat)? What about for your agents?
   For our external customers a browser integrated chat is a must-have, as we cannot expect them to install software (actually some of them have thin clients and cannot install or even start other programs than a few selected ones). For the internal customers we would prefer the browser solution, but we could live with a client. For the agents I'm unsure what the best solution is: On the one hand, a client app does have is nice perks and could be "always on top" or make itself know in some other ways when a chat request has been received. On the other hand, the integration with JIRA Service Desk should be quite thorough, meaning that the requirements pointed out in (2) should be immediately available from the chat frame.

Is there any ETA for such a feature?

I would love that too...

1/ Are you currently using HipChat?
Not really, we tried but did not love the tool.

2/ Do you want to offer the chat capabilities to customers within your organisation
We are building a Software as a Service and we would like to offer our customers to have the best support possible by allowing to ask questions to our agents and/or raise issues. So it would be mainly outside our organisation.

3/ Would you want the chat experience for the customer embedded in the browser or in a chat client (like HipChat)? What about for your agents?
It must be integrated into the browser... We cannot ask our customers to install chat clients. Our agents can use HipChat if necessary.

We want chat as well!!!!

1. We do not currently use hipchat

2. What we are looking for is an intergrated chat within Service Desk that would be used by internal customers only for their support needs. We would like a "waiting room" function where customers can chat us and the next available service desk rep can grab their chat. We would also like to import the chat into the ticket in some way (we can just copy/paste the chat, but full intergration would be pretty sweet). We would also like some way to measure SLA tracking so that we could track how quickly service desk reps would respond to a newlyt initiated customer chat.

3. As for the chat client itself, I think it would be easier for our users to be able to just use a browser based chat option to contact the service desk. For our agents, it might be beneficial to have a stand alone chat client with more functionality.

Hope this helps :]

This is a great suggestion

We would love to learn more about how you would want to use chat with JIRA Service Desk:

1. Are you currently using HipChat?
2. Do you want to offer the chat capabilities to customers within your organisation (eg. an IT help desk offering chat as channel for all employees) or to customers outside your organisation (eg. a support team offering chat as a channel to external customers)?
3. Would you want the chat experience for the customer embedded in the browser or in a chat client (like HipChat)? What about for your agents?

Thanks!

Yes, you have my vote too. I have been Atlassian fan-Boy and Admin for past 5 yrs and would really want this feature.

I agree with this. It would be a great feature to have. You have my vote

This would be a major factor in our decision to switch to Service Desk.

+1 to Ben's comment - we have a few other roadblocks besides chat (like JSD-270 and JSD-1362) but it is one of our top priorities

+1000 This is our single biggest impediment trying to move to Service Desk from desk.com.

This would be a great addition to Jira Service Desk!