Microsoft Teams

Owned by Iryna Ihnatiuk
Last updated: Nov 04, 2024 by Derya Özdemir
2 min read

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

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.

On this page:

On this page:

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.

    customer support channel configuration options

Method 2: Atlassian Assist

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

Chat for JSM behavior

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

On the Chats page, ensure your JQL filter includes all necessary issues and the setting Allow customer to reply in the chat widget is checked for the conversation.

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

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.