Capture Slack discussions in Jira Service Management
Slack is used by over 200,000 companies worldwide — and almost 80% of Fortune 100 companies rely on it daily. It's a powerful communication tool, but important conversations can easily get lost in the flow of channels and threads. Copying and pasting information between Slack and your service management tools wastes time and risks losing context.
HelpDesk+ solves this by automatically syncing conversations in Slack with tickets in Jira Service Management, so crucial information is always captured and everyone stays on the same page.
How it works
HelpDesk+ enables a two-way sync between Slack and Jira Service Management. Users stay within Slack for updates — no need to switch to a support portal. This keeps users up-to-date on issue statuses directly from their agents, gathers real-time data to resolve issues quickly, and maintains agent efficiency by letting them work within JSM without disruption.
Anyone can create an issue directly from a Slack message, and conversations are auto-synchronized between Slack and your support channels.
Getting started
Download HelpDesk+ from the Atlassian Marketplace.
Install the companion HelpDesk+ Slack app.
Key capabilities
Create issues from Slack messages — Any message in a support channel can become a JSM ticket with a single action.
Two-way conversation sync — Slack threads and JSM ticket comments stay in sync automatically. Agents work in JSM, users stay in Slack.
Real-time status updates — Users receive ticket status changes directly in Slack without needing to check a portal.
Reduced context switching — Agents handle tickets in JSM while conversations flow naturally in Slack, cutting down on app-switching that can reduce productivity by up to 40%.