To allow Salesforce users to contact your support team working in Jira Service Management without switching contexts, integrate Salesforce with Jira Service Management using the Chat for JSM app.
How to add the Chat Widget on your Salesforce site
Chat for JSM part
Go to Project settings in your Jira service project where you manage or want to manage tickets initiated from Chat.
Go to Chat Settings → General Settings and Enable Chat in the project if it’s not done yet.
Go to the Website Live Chat tab and copy the installation code to the clipboard.
Salesforce part
Go to Setup → Custom code → Visualforce Pages → create a new Visualforce Pages.
Fill out the required information and paste the code you copied from the Chat settings under the Visualforce Markup tab.
Check the “Available for Lightning Experience, Experience Builder sites, and the mobile app” checkbox.
From Setup, go to User Interface → Lightning App Builder.
Create a new Lightning page or modify the existing one where you want to have the Chat widget.
Add the Visualforce component to your page.
Click Save when you’re done editing your page. To give your users access to the app page, you must activate it.
As a result of the integration, your Salesforce users will see the Chat widget and will be able to contact your service team directly from Salesforce.
All conversations are automatically converted to Jira tickets, and responses are synchronized in real time as comments.
Alternatively, if you’re using Marketing Cloud Intelligence, feel free to follow this guide.
Enjoy the integration and feel free to share your feedback with us!