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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 Atlassian Assist

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

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

Slack integration via HelpDesk+

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

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

Chat for JSM

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 customer to reply in the chat 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 Settingsfor JSM > General Settings > Request Type.

Enjoy the integration, and feel free to share your feedback with us!