Chats tab
- Derya Özdemir
- Iryna Ihnatiuk
This page is about Chat for JSM Cloud. Using Data Center? Click here.
The Chats tab provides a centralized view of both chat and non-chat service requests for conversational ticketing. Agents can respond to tickets through the dedicated Chats tab or directly using the comments section in the Jira issue view.
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Chats tab overview
Users who have Support Agent permissions in the current project can access the Chats tab by clicking Chat for JSM in the left navigation panel.
1. Filters
Use the filter bar to refine your Chat requests using JQL. You can filter requests based on 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.
To learn more about filtering options, refer to the Atlassian JQL documentation.
How to manage filters
Admins can create and manage filters by clicking the filter icon > Filter management. Filters are grouped into two categories:
Shared filters – Created and managed by admins, these filters are accessible to all users in the instance. Any admin can create, edit, and remove shared filters, as well as make a shared filter the default for all new users.
Personal filters – Visible only to the user who creates them. Agents can only create personal filters.
How to create a filter
Click the filter icon > Filter management.
Click Add new filter.
Choose Personal (visible only to you) or Shared (available to all users).
Give the filter a name.
Enter a JQL query.
Click Save to apply.
ADMINS-ONLY How to set a default filter
Shared filters created by admins can be set as the default filter for new users by clicking Set as default. If one admin sets a filter as default, another admin can change or delete it.
The default view applies only to new users. Existing users will not be affected and will continue to see their most recently used filter.
2. Chats list
This panel, linked to the filter bar, displays all chat requests in your project. It is sorted by last updated time, ensuring that the most recent messages appear at the top. The list updates in real time as new chats are created or messages are posted.
Clicking a chat entry opens the chat panel and chat information panel for that conversation.
3. Chat panel
The chat panel allows agents to engage with customers in real time within a familiar chat interface.
Every message sent via Chat is automatically recorded as a comment on the corresponding Jira issue.
Agents can respond to customers either through the chat interface or by leaving a comment on the issue page—both methods sync seamlessly.
4. Agent status
Agents can manage their availability by switching between online (🟢) and offline (🔴) status.
Click Go offline or Go online to manually change your status.
Click Edit to define specific times when you'll be online. If you manually change your status, it will remain in effect until the next scheduled update.
ADMINS-ONLY Admins can enable the Auto-assign tickets feature, which simplifies ticket assignment by automatically assigning new tickets to online agents. Tickets are assigned only if at least one agent is online. The agent is randomly selected from the list of available agents. For more details, see Auto-assign tickets.
ADMINS-ONLY If an agent forgets to go offline, project administrators with Jira admin permissions can manually set them to offline. Hover over the agent’s name and click the door icon to set them offline.
5. Chat notifications
Through this menu, you can pause sound notifications for chat requests for a duration of your choice if they are enabled.
6. Chat help
This dropdown menu puts help one click away. Here you can learn about the Chats page (Agent Online Status and Working with Chat Requests), get support, check what's new, and much more.
7. Chat details
This section displays key issue details, such as issue creation and update dates, reporter, assignee, and more.
Admins and agents can customize which fields appear here, including system fields like Priority, Organizations, Components, and various custom field types (for example, Text, Number, Select List, Radio Buttons, User Picker, Checkboxes, Date, etc.).
ADMINS-ONLY How to standardize the Details view
Admins can configure a standardized view for all agents and lock the list of fields displayed in the Details section to maintain consistency. After customizing the Chat details, click the lock icon to apply the selection to all users and confirm.
Once locked, agents will no longer see the pencil icon, preventing any modifications to the displayed fields.
How to customize Details
Agents can adjust which fields appear in this section unless an administrator has locked it. Click the pencil icon to select custom fields.
8. Chat information 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.