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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.

This 3-step guide will walk you through the key concepts you need to know to get started, help you set up the app, and get you ready to serve your customers with a chat widget.

Contents

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Step 1: Set up Chat for JSM (Admins only)

After installing Chat for JSM from the Atlassian Marketplace, you need to decide on the project you want to have the Chat Widget on and start configuring. There are three ways to access the Chat for JSM Getting Started setup page:

  • Navigate to the Jira top menu, and click Apps > Chat for JSM.

  • Navigate to Project settings > Chat Settings.

  • Navigate to the Jira cog icon > Apps > Manage Apps. Find Chat for JSM, and click Get Started.

The "Get Started" screen will help you choose the project where you want to enable chat and the issue type specifically for chat requests. This is because each new conversation on your Jira Customer Portal and/or website will be automatically turned into a Jira issue. These requests will be created based on the issue type you select here and then independently for each project. Selecting the issue type will automatically add the Chat Dashboard to your project page.

Service project selection:

Select the project where you would like to enable Chat for JSM. This screen displays all the service projects available in the instance. Global Jira Admins can see all the projects, while Project Admins only see the projects they are eligible to viewconfigure.

  • Projects with no active chat widgets (Chat Widget on the website, Jira Portal, or WhatsApp integration) will display "CHAT OFF".

  • Projects with at least one active widget will display "CHAT ON".

  • New projects or projects where Chat hasn't been configured yet will display no label.

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Issue type or request type selection:

We recommend

creating

using a separate issue type (request type in team-managed projects) created specifically for chat requests.

  • The app can create a ‘Chat’ issue type for Company-managed projects automatically. This option is available only to Global Jira Admins and for Company-managed projects. If it’s a team-managed project, Project admins won’t see this option.

  • If you're using a Team-managed project, you can only choose an existing issue type due to Jira limitationswill need to create a Chat request type manually or choose one of the other existing request types. Please ensure this issue request type has no required fields other than "Summary" to receive chat requests.

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When a user an Agent clicks on Apps > Chat for JSM, they won’t see the Get Started page. Instead, they will be redirected to the Chat Dashboardthe Chats in one of the service project. If the Chat hasn’t been set up yet, they will see an empty info page.

Step 2: Add the widget to your website and Jira Customer Portal (Admins only)

After selecting the project and issue type, you'll be redirected to the Chat Dashboard. Click Install Chat widget to configure your chat settings.

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In settings, you can easily add the live Chat Widget and button to your Customer Portal or website by clicking Install and following the instructions if any. Then, you can head over to Appearance to customize its look according to your brand and preferences.

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You can customize the widget’s appearance on your website also by tweaking the HTML code.

Then, you can determine the behavior of the Chat Widget and the information it will provide. For example, you can:

  • Set a welcome and greeting messagemessages.

  • Enable a pre-chat form to collect information from customers before the chat starts.

  • Integrate your Confluence knowledge base for self-service options within the chat.

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Add Chat Widget on Your Website

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Add Chat Widget on Jira Customer Portal

Step 3: Go online (Agents)

The support agents can go to the Chat Dashboard Chats to follow all the support tickets coming through. Each new conversation on your Jira Customer Portal and/or website will create a Jira issue. Through the dashboard, agents can respond to customer messages for both chat and non-chat Jira issues.

This lets them have conversations in real time, solve customer support requests faster, and make customers happier. A win-win situation!

Explore the dashboard, and click the agent icon to make yourself online using the Go online button.

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Chat Dashboard

All systems are go! Go online, and start rocking. 🚀

Each screen on the app has a link that will take you directly to our documentation: a place to discover more and find answers quickly.