FAQ: Chat for JSM Cloud

Owned by Derya Özdemir
Last updated: May 09, 2024
4 min read

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

Here are the answers to some of your most frequently asked questions. If you think we’re missing any critical tips, let us know by getting in touch with us.

🎯 On this page:

 

Is the communication secure?

  • The messages are sent over to Jira through our backend using HTTPS.

  • We are participants of the Atlassian Cloud Security Program including Bug Bounty Program and the Cloud Fortified program.

  • We map the secure identity token used by the Chat Widget to the Jira user identity (Jira's opaque user account ID).

According to our Data Policy, contents of conversations (not including attachments) are not stored outside of your Jira (and WhatsApp, if enabled). However, during the conversation, the data passes through and is processed by our backend, located in Amazon AWS Lambda in the EU-central-1 region (Frankfurt). The data that we store is held securely in the Amazon AWS DynamoDB database and Amazon S3 storage, in the EU-central-1 region (Frankfurt). If WhatsApp integration is enabled, your users' data (WhatsApp name and phone number) is stored in Issue Properties in Jira and is only accessible via Jira API.

What is the price?

You can check the price here.

According to Atlassian’s pricing policy, apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum number of users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Management (10 agents) in the same instance, you pay the 50-user price for apps. It’s not possible to limit the usage of the app to specific projects or people.

The price cannot be modified based on how many people actually use the app.

 

Are the customers considered as users? Do I have to pay for them?

Customers are not considered as users, which means you won’t pay for them.

 

How can customers contact us via Chat?

The Chat Widget can be placed on your Jira portal or your own website. Also, WhatsApp Business integration is available. When users start a conversation, a Jira ticket is automatically created.

 

How can I identify tickets created via the Chat Widget?

All tickets created via the Chat Widget have default or custom labels. Admins can configure them by going to Project Settings > Chat for JSM > General Settings.

 

How can I get notifications for new messages?

We have flexible and customizable browser notifications and sound notifications. Both types work for support agents.

 

Can we stop customers from adding messages to closed issues?

Of course! Here is how: Project Settings > Chat for JSM > Features > Jira Issues & Conversations History > Disable adding messages to issues with Resolved status.

Keep in mind that the users might still be able to add comments directly via the Jira portal.

 

We have the Chat Widget on multiple pages. How can we know where the Chat was initiated?

The “Started at” information is located on the Chat Dashboard in the Chat Information section and on the left-side panel in the issue directly.

 

How can I change the request type for issues created via the Chat Widget?

This can be done in three steps. Here is how:

  1. Move your current requests to a new request type using the bulk move function. If you don’t know how, check out this guide.

  2. Go to Project Settings > Request Types, and remove the Chat request type from there.

  3. Go back to Chat for JSM, and you will be able to pick a new issue type.

 

Why am I seeing an empty space on portals where Chat is not enabled?

You can solve this issue with a simple procedure. Please follow these steps:

  1. Open Global Chat Settings and remove your default Chat here.

  2. Go to Chat for JSM within a project. Enable the Chat Widget by turning on the Show Chat Widget on my Jira Customer Portal toggle and then disable it again.

After that, the invisible iframe Chat Widget should disappear.

 

How do you determine whether a customer is online or offline?

Users are considered online if they have a webpage open with the chat widget anywhere in their browser (regardless of whether the widget is collapsed/expanded). We ensure this by sending periodic "pulse" requests every 2 minutes. If we do not receive a pulse within 3 minutes, the user is marked as offline. We stop sending "pulse" requests if users do not interact with the widget for a certain period of time. For the Jira Customer Portal, this duration is more than 20 minutes, for a website, it is 6 and 20 minutes for a collapsed and expanded widget, respectively. Users might still have the page open in their browser during this period. We start tracking users' status again once they click on something within the Chat widget area.

Status applies to Chat Widget users only and cannot be determined for users who raised tickets via WhatsApp or other channels such as email, Slack, or so.

 

Can I control whether a new message from a WhatsApp Business sender gets added to an existing ticket or initiates a new one?

Yes, you can. Navigate to Project settings > Chat for JSM > WhatsApp Business, and locate the section titled Manage Jira Issues. Use the dropdown menu to select the specific Jira statuses (e.g., Closed, Resolved, Done) that will trigger a new ticket when a new message is received from the same user. For more details, refer to this documentation.