This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.
The Chat Widget is an elegant addition to your customer support channel that is perfect for a multitude of use cases. You can add one to your customer portal or any website, customize it with your company logo and brand colors, and resolve support requests quickly within JSM.
To gain a quick understanding of its look, feel, and function, take a look at the below demonstration of an anonymous user using the widget:
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Here is another demonstration showing a conversation happening in real-time, with the agent replying through the Chat Dashboard:
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NOTE FOR AGENTS: Keep in mind that when you post a message to Chat, it always ends up as a comment on an issue. It doesn't matter if you respond to the customer through the chat interface or with a regular comment on the issue page—the result is always the same.
Live Chat Widget Settings
The Chat Settings page allows Jira admins to set up configurations that will be applied to the selected project. Here you can enable or disable Chat for the project, customize the Chat Widget, manage the visibility schedule, and much more.
To open Chat Settings:
1. Go to your project, and open Project Settings.
2. From the sidebar, click Chat Settings.
3. General Settings
Enable Chat in this project – You can enable/disable Chat for the project and add Chat Dashboard to the project.
Request Label for Queues – Chat for JSM sets the default label on all chat issues. You can use this label in Jira filters and JSM queues to search for all issues created by Chat for JSM. When you change the default label, all new chat issues will have the new label instead of the old one. This means that queue definitions that use the “old” labels will not show the new issues.
Please ensure that the "Labels" Jira field is not hidden in the project's field configuration.
4. Notifications
Manage Incoming Request Notifications – Here you can configure notifications for incoming service requests.
5. Website Live Chat
Widget Installation – Here you’ll find the code you need for the Chat Widget to appear on your website.
Trusted URL(s) – This is an optional security measure. Add the URL(s) of websites where your Chat Widget appears. Skipping this step could lead to malicious actors embedding the Chat Widget on unknown websites and acting on your behalf.
6. Jira Customer Portal Live Chat
Set up Chat Widget on Jira Customer Portal – Here is everything regarding the widget on your Jira Customer Portal. In this section, you can customize the appearance of the Chat Button and the Chat Widget on your portal.
7. Widget Functionality
General Settings – In this section, you can change the header and greeting messages that appear on the Chat Widget.
Registration & Log In – This is where you manage Auto-Login, registration, and anonymous access to the Chat Widget.
Pre-Chat Form – With this feature, you can ask your customers for their email addresses, phone numbers, or any details you are interested in before the conversation starts.
Knowledge Base – Here you can link the project’s knowledge base with the Chat Widget.
Jira Issues & Conversations History – This is where you manage the details of Jira issues your customers will see directly in the Chat Widget.
8. Visibility Schedule
Visibility Schedule – Here you can easily control the visibility schedule of your Chat Widget.
9. WhatsApp Integration
WhatsApp Integration – On this page, you can integrate WhatsApp Business with Chat for JSM.