To allow Salesforce users to contact your support team working in Jira Service Management without switching contexts, integrate Integrate Salesforce with Jira Service Management using the Chat for JSM app .

How to add the Chat Widget on your Salesforce site

Chat for JSM part

1. Go to Project settings in your Jira service project where you manage or want to manage tickets initiated from Chat.

2. From the sidebar, go to Chat Settings > Chat Widget > Website and click Install.

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3. This will open a pop-up with installation instructions. Copy the installation code to the clipboard.

to enable Salesforce users to reach out to your support team without the need to switch contexts. This integration streamlines communication and enhances the overall support experience.

Prerequisites

• Ensure you have the Chat widget installed on your website.

Set up Salesforce integration

1. Go to Setup > Custom code > Visualforce Pages → , and create a new Visualforce Pages.

2. Fill out the required information and paste the code you copied from the Chat settings under the Visualforce Markup tab.

3. Checkthe “Available Available for Lightning Experience, Experience Builder sites, and the mobile app” appcheckbox.

   

4. From Setup, go to User Interface > Lightning App Builder.

5. Create a new Lightning page or modify the existing one where you want to have the Chat widget.

6. Add the Visualforce component to your page.

   

7. Click Save when you’re done editing your page. To give your users access to the app page, you must activate it.

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As a result of the integration

Chat for JSM behavior

No additional configuration in Chat for JSM is required. As soon as you connect your JSM instance with Salesforce, your Salesforce users will see the Chat widget and will be able to contact your service team directly from Salesforce.

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All conversations are automatically converted to Jira tickets, and responses are synchronized in real time as comments.