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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 Slack bi-directional synchronization if your Jira instance is connected to Slack. That can be done through Atlassian Assist or the AI-powered HelpDesk+ app.

Slack integration via

On this page:

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Method 1: Atlassian Assist

  1. Learn what chat in Jira Service managementManagement's chat is and follow the steps to set it up chat in Slack.

  2. Configure if messages should be turned into Jira issues automatically or manually.

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Slack integration via
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Method 2: HelpDesk+

  1. Learn how to connect your Slack and JSM Jira Service Management user accounts with HelpDesk+.

  2. Find out how to work with support requests in Slack.

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Chat for JSM behavior

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

✅ 1. Manage tickets initiated via Slack 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 in the Chat Widget on the portal or your website in Slack.

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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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