The usage model of the integration is very simple.
Every time the chat customer starts a conversation using the chat widget:
A message is sent to Slack, consisting of the customer's message, their identity and issue key of the created JSD request:
To respond to the customer, start a thread for this message and simply respond to it in this thread.
This will cause your message to be passed back to the customer:
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In order to be able to send messages to chat customer, your Slack user identity must be mapped to your Jira identity. This can either happen automatically or require using a slash command |