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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 Microsoft Teams bi-directional synchronization if your Jira instance is connected to Microsoft Teams. That can be done through Atlassian Assist or the AI-powered HelpDesk+ for Microsoft Teams app.

On this page:

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Method 1: HelpDesk+ for Microsoft Teams

  1. Learn how to connect your Microsoft Teams and Jira Service Management

works

  1. user accounts with HelpDesk+ for Microsoft Teams

through an app called Atlassian Assist. JSM and Microsoft Teams integration via

  1. .

  2. Find out how to work with support requests in Microsoft Teams.

    customer support channel configuration optionsImage Added

Method 2: Atlassian Assist

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

Chat for

Jira Service Management

JSM behavior

No additional configuration in Chat for JSM is required. As soon as you connect your JSM instance with Microsoft Teams, you will be able to:

✅ 1. Manage tickets initiated via MS Teams on the Chat Dashboard Chats page in Jira.

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On the Chat Dashboard image-20240306-195930.pngImage Added

On the Chats page, ensure your JQL filter includes all necessary issues and the setting

“Allow

Allow customer to reply in the chat

widget”

widget is checked for the conversation.

✅2. Manage tickets initiated via the Chat Widget widget on the portal or your website in Microsoft Teams.

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For this use case, ensure you have added the

"

Chat

"

request type in Project Settings > Chat

Settings > General Settings

> Request

Type

types.

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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