When support feels like firefighting 😬

[#1]

If you’ve ever worked as a support agent, you know the feeling:

20 tickets in the queue, people asking for updates, and everything feels like it’s on fire 🔥

Most of the time, it’s not that the issue is complex; it’s the delay that hurts.
By the time you respond, the customer’s frustrated, context is gone, and you spend more time rebuilding the story than solving the problem.

That’s why Sevidev Team created Chat for Jira Service Management feature, a live chat built directly into Jira.

🧭 How it works

• Agents set their availability - by project or globally - so customers know when real-time help is available.

• When agents are online, customers see a “Chat with Support” button right in the customer portal.

• Customers can start chatting instantly, and the agent receives the request in a live dashboard.

• Agents handle one customer at a time, in order of arrival, no chaos, no missed requests.

• If the chat requires follow-up, the agent can create a Jira ticket directly from the conversation -  so nothing gets lost.

When no one’s available, the chat option disappears, and customers can still create a standard request, with visibility of when agents will be back online.

💡 Real-life use case

A customer couldn’t access their workspace after a recent permission change. Normally, that would be a ticket, waiting in a queue until someone picks it up.

With Chat for Jira Service Management:

1. The customer saw an available agent in the portal and started a chat.

2. The agent joined instantly, checked permissions, and fixed the issue in under 5 minutes.

3. A Jira ticket was created automatically for tracking, but the issue was already resolved before the first comment would’ve even been written.

✨ What changed

• Agents felt less overwhelmed - fewer open tickets and faster resolutions.

• Customers got immediate help - no waiting, no back-and-forth emails.

• Team leads gained visibility into queue times, resolutions, and agent performance through built-in metrics.

Sometimes better support isn’t about adding more automation or complex workflows — it’s just about restoring real-time human contact.

👉 If you’re working in Jira Service Management and want to make support faster and more human, this feature is worth a try.

Learn more here:
🔗 Chat for Jira Service Management – Marketplace App

PS. This app also works for internal teams - you can create chats under work items (yes, I wrote "issues" first 😆), projects or create channels like on Slack.

[Oleg Zastavnyi]

Looks interesting, thanks for sharing!