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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.

You can have Chat for JSM and Microsoft Teams bi-directional synchronization if your Jira instance is connected to Microsoft Teams.

Jira Service Management works with Microsoft Teams through an app called Atlassian Assist.

JSM and Microsoft Teams integration via

That can be done through Atlassian Assist or the AI-powered HelpDesk+ for Microsoft Teams app.

On this page:

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Method 1: Atlassian Assist

Learn what chat in Jira Service management is and follow the steps to set up chat in Microsoft Teams.

Method 2: HelpDesk+ for Microsoft Teams

  1. Learn how to connect your Microsoft Teams and Jira Service Management user accounts with HelpDesk+ for Microsoft Teams.

  2. Find out how to work with support requests in Microsoft Teams.

Chat for Jira Service Management behavior

No additional configuration in Chat for JSM is required. As soon as you connect your JSM instance with Microsoft Teams, you will be able to:

✅ 1. Manage tickets initiated via MS Teams on the Chat Dashboard in Jira.

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On the Chat Dashboard page, ensure your JQL filter includes all necessary issues and the setting

“Allow

Allow customer to reply in the chat

widget”

widget is checked for the conversation.

✅2. Manage tickets initiated via the Chat Widget on the portal or your website in Microsoft Teams.

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For this use case, ensure you have added the "Chat" request type in Project Settings > Chat for JSM > General Settings > Request Type.

Questions?

Enjoy the integration, and feel free to share your feedback with us! For more information, refer to the product documentation.

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