Chat Dashboard

Owned by Derya Özdemir
Last updated: Mar 06, 2024
5 min read

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

The Dashboard displays both chat and non-chat service requests for conversational ticketing. Agents can reply to tickets via the dedicated Chat Dashboard or the comments section in the Jira issue view.

How to Access the Chat Dashboard:

Users who have Support Agent permissions in the current project can access the Chat Dashboard by clicking Chat for JSM in the left navigation panel.

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  1. Chat for JSM – Click here to access the project’s dedicated Chat Dashboard.

  2. Chat Filter – Use this bar to filter your Chat requests. Using JQL, it’s possible to filter those that you are interested in using various criteria, such as chats not older than a certain time, chats assigned to you, unassigned chats, chats that haven’t been responded to, chats that haven’t been resolved, chats for customers who are online, etc. You can check out the Atlassian documentation for JQL examples. Keep in mind that you need to save filters to be able to use them.

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Click the icon to see the saved filters.

 

  1. Chat List – This panel, which is connected to the filter bar above it, lets you view chats in your project. The list is sorted by last updated time so that chats with the newest messages are at the top. The list is updated in real-time, as customers create new chats or post new messages. Each chat is represented as a line in the list.

Clicking the line in the chat list opens the Chat Panel for that chat and the Chat Data Panel for it.

  1. Chat Panel – The Chat Panel lets you respond to customers in real time using the familiar chat view.

Note that when you post a message to Chat, it always ends up as a comment on an issue. It doesn't matter if you respond to the customer through the chat interface or with a regular comment on the issue page—the result is always the same. All messages will sync with the Jira issue comments, and the user will be able to reply directly in the ticket.

  1. Agent Status – Here, you can see your online/offline status (red when offline, green when online), go offline, create and view your schedule, and view other online agents.
    By clicking Edit my online schedule, you can schedule times of day when you are online. Manual online status changes override your schedule until the next trigger time.

  1. Chat Notifications – Through this menu, you can pause sound notifications for chat requests for a duration of your choice if they are enabled.

  1. Chat Help – This dropdown menu puts help one click away. Here you can learn about the Chat Dashboard, get support, check what's new, and much more.

  2. Chat Details – This section displays the issue's creation and update dates, reporter, and assignee by default, and every user has to configure which fields to display here. We support the most popular system fields like Issue Priority, Organizations, Components, and custom field types like Text, Number, Select List (single and multi-choice), Radio Buttons, User picker, Checkboxes, Date, and so on.

  1. Chat Data Panel – The rightmost panel of the dashboard contains information about the chat request. This section shows where the customer is chatting from, the locale, and the language.