You can have Chat for JSM and Microsoft Teams bi-directional synchronization if your Jira instance is connected to Microsoft Teams. That can be done through Atlassian Assist or the AI-powered HelpDesk+ for Microsoft Teams app.

Prerequisites

• To use Chat for JSM with Microsoft Teams, you should connect your Jira instance to Microsoft Teams using one of the following methods:

Method 1: HelpDesk+ for Microsoft Teams

1. Learn how to connect your Microsoft Teams and Jira Service Management user accounts with HelpDesk+ for Microsoft Teams.

2. Find out how to work with support requests in Microsoft Teams.

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Method 2: Atlassian Assist

Learn what chat in Jira Service management is and follow the steps to set up chat in Microsoft Teams.

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Chat for JSM behavior

Once you’ve connected your Jira instance to Microsoft Teams using either HelpDesk+ or Atlassian Assist, Chat for JSM provides seamless communication between your service agents and customers. No additional configuration in Chat for JSM is required.

As soon as you connect your JSM instance with Microsoft Teams, you will be able to:

1. Manage tickets initiated via MS Teams on the Chats page in Jira

Agents can track and respond to support requests initiated through Microsoft Teams directly from the Chats page in Jira, improving response times and efficiency.

2. Manage tickets initiated via the Chat widget on the portal or your website in Microsoft Teams

Support requests from the Chat widget are automatically synchronized with Microsoft Teams, allowing agents to respond directly within Teams.

Thanks to Chat for JSM, customers can interact with agents through their preferred platform, creating a more accessible and convenient support experience.

Questions?