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You can enable bi-directional synchronization between Chat for Jira Service Management (JSM) and Microsoft Teams, allowing agents and customers to communicate seamlessly across both platforms.

To set this up, your Jira instance needs to be connected to Microsoft Teams. You can do this using HelpDesk+ for Microsoft Teams, an AI-powered app.

On this page: 1 How it works 2 Set up with HelpDesk+ for Microsoft Teams 3 Chat for JSM behavior 3.1 1. Manage tickets initiated via MS Teams on the Chats page in Jira 3.2 2. Manage tickets initiated via the chat widget on the portal or your website in Microsoft Teams

On this page: 1 How it works 2 Set up with HelpDesk+ for Microsoft Teams 3 Chat for JSM behavior 3.1 1. Manage tickets initiated via MS Teams on the Chats page in Jira 3.2 2. Manage tickets initiated via the chat widget on the portal or your website in Microsoft Teams

How it works

To use Chat for JSM with Microsoft Teams, you should connect your Jira instance to Microsoft Teams using HelpDesk+ for Microsoft Teams. Once the Jira and Microsoft Teams connection is active, Chat for JSM handles the sync automatically. You can view and manage any JSM request on the Chats page, regardless of how it was created, in Teams or through the portal.

To ensure all requests are visible, check your JQL on the Chats page after creating the integration.

Set up with HelpDesk+ for Microsoft Teams

Follow the steps below to get started with HelpDesk+:

Learn how to connect your Microsoft Teams and Jira Service Management user accounts with HelpDesk+ for Microsoft Teams.
Find out how to work with support requests in Microsoft Teams using HelpDesk+.

HelpDesk+ ensures seamless communication and lets agents handle requests without leaving their Teams environment.

Alternatively, you can also use Atlassian Assist, the built-in Microsoft Teams integration offered by Jira Service Management. Learn about the chat feature in Jira Service Management and the steps to set up chat in Microsoft Teams.

Chat for JSM behavior

Once Jira and Microsoft Teams are connected, Chat for JSM will automatically keep messages in sync.

Once the connection is established, you don’t need to configure anything else in Chat for JSM. The sync works automatically.

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.

Chats page with Teams

To ensure all requests are visible on the Chats page:

Make sure the JQL filter on the Chats page includes all relevant requests, not just ones with issuetype = Chat.
Check that the Allow customer to reply in the chat widget setting is enabled for the conversation.

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.

For this use case, ensure you have added the Chat request type in Project Settings > Chat > Request types.

Questions?

Enjoy the integration, and feel free to share your feedback with us! For more information, refer to the product documentation.