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On this page, you'll learn how to manage Jira Issues and Conversation History visibility in the Chat Widget. All different options are bundled under one category on the Widget Functionality page, which can be accessed by opening the related project and clicking Project Settings > Chat Settings > Widget Functionalityfor JSM > Features > Jira Issues & Conversations History.

By default, the Chat Widget stores conversation history, meaning that users will see and have access to their previous conversations when they open the widget again. Let’s take a look at all the features on the Jira Issues & Conversations History screen:

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1.

Customer Notifications

  • Turn on customer notifications – When you enable this feature, Jira will send email notifications to your customers about activity on their requests. This can include new comments or status changes. You can configure the specific notifications that will be sent to your customers in the Customer Notifications section under your project settings.

2. Jira Issue Key

Show Jira issue key in the Chat Widget after users write their first message

  • Show Jira issue key in the Chat Widget after users write their first message –

The Jira issue key is a unique identifier for a specific request or issue in the Jira system. You have the option to show the Jira issue key in the Chat Widget after a customer writes their first message. This can be helpful for customers to reference the specific issue they are discussing.

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2. Show Conversations History

You have the option to show conversations with all statuses or only with selected statuses. This can be helpful if you want to filter the conversations that are displayed to your customers. You have three options:

  • Show conversations with all statuses – This will show the customer all of their conversations.

  • Show users conversations with Unresolved status only – This will show the customers only the conversations with the Unresolved status. You can also select additional conversation statuses to hide.

  • Disable adding messages to issues with Resolved status – When you enable this, the customers won’t be able to send messages after the conversation is marked Resolved. This can prevent confusion or misunderstandings if a customer tries to communicate about an issue that has already been resolved.

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3. Show Issue Summary

You have two options:

  • Show issue summary instead of the last message in the list of chats –

This can provide a more concise overview of the issue for customers.

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  • Show issue summary instead of the header message –

This can help customers and support agents quickly see the context of their conversation.

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