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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+ for Slack app.

On this page:

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Video guide

Watch this video to discover the possibilities.

https://www.loom.com/embed/3d88f043adee4a00a96034a80eaeb44d?sid=651e7cf2-f471-49e1-b976-1ceba1ee45f8

Method 1: HelpDesk+ for Slack

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

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

Method 2: Atlassian Assist

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

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

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 Chats page in Jira

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On the Chat Dashboard Chats 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.

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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 Typetypes.

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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