Chat Dashboard

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 Dashboard in the left navigation panel.

1. Chat Dashboard – 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.

3. 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.

4. 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.

5. 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.

Sometimes agents might forget to get themselves offline when they are unavailable (e.g., they go home). In such cases, if you are the project administrator and Jira administrator, you can put these agents offline yourself. This is done through the online agents list in the online/offline menu. To put an agent offline, just hover over their name and then click the "door" icon.

6. Chat Notifications – Through this menu, you can set up desktop notifications and pause sound notifications for new chat requests for a duration of your choice if they are enabled in project settings.

7. 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.

8. Chat Details – This section displays the issue's creation and update dates, reporter, and assignee by default, and users can configure which fields to display here. In this panel, you can assign the issue either to yourself or to a selected user. To change other issue fields, open the issue by clicking on the issue key at the top of the panel.

9. Chat Data Panel – The rightmost panel of the dashboard contains information about the currently open chat. This section shows where the customer is chatting from: IP address, country, locale, and language.