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.
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Step 1: Navigate to your Project and select Issue Type
After installing Chat for JSM from the Atlassian Marketplace, select the project you want to configure. Then, to view the Welcome screen, go to Project Settings > Chat Settings, and select an Issue Type to continue.
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.
Step 2: Add the widget to your website and Jira Customer Portal
Got a website or a Jira Customer Portal you want to put the Chat Widget on? Easy-peasy.
After selecting the Issue Type, your next step is the Chat Widget screen. Here, you can easily add the live Chat Widget and button to your Customer Portal or website by clicking Install. Then, you can head over to Appearance to customize its look according to your brand and preferences.
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. Customizing the greeting message, setting up a Pre-Chat form, and enabling Knowledge Base search within the Chat Widget are all possible.
Step 3: Go online
The support agents can go to the Chat Dashboard 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.
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.