Customers and Slack

Question

Hi,

As for now, I manage all my customer issues via Slack with no records, and I want to keep this communication method.

I'd like to know if this integration between Slack <> Jira is fitting to a customer  -> Business?

hence, I want my clients to be able to create issues directly from 1 channel in slack,

but:

1) will be private only for them - other clients will not be able to see any notifications related to other clients

2) they will be able to use the channel and create tickets even though they don't have a JIRA user and they didn't make the configuration between slack to jira.

3) they will not see the other participants in this channel.

4) they will not be able make any changes related to the ticket transitions

Thank you guys in advance

Daniel Eads · Answer

Yes, non-Jira users will be able to use this as customers. Halp allows you to configure this in the way that works best for you - for example, the entire interaction can take place in Slack! Here are some possibilities, from "least Jira" to "most Jira" while keeping your customers as non-jira users:

* The entire conversation can take place in Slack. Halp can open a JSM ticket for tracking purposes. The customer and the agent will both be working in Slack.
* The customer is in Slack, but the agent manages the ticket in JSM. Halp will sync the replies back and forth between Slack and JSM, so that your agent can work in JSM but the customer is unaware that JSM is on the backend. The customer only interacts with the Slack conversation.
* Halp can open a JSM ticket for the customer, and set them as the JSM customer. This allows your agent to work in JSM, and allows the customer to see the JSM issue. The customer would not use a JSM/Jira license - they would only have JSM portal access as a customer.

I'll also link the support documentation for Halp's Jira integration , but I'm here to answer more questions if you need too.

Cheers,
Daniel

Gal Cher · Answer

Thank you @Daniel Eads ,

Can you tell me please if external clients which are totally non-jira users will be able to use this as well??

Daniel Eads · Answer

Hi @Gal Cher , welcome to the Community!

What you've described with Jira Service Management and Slack conversations sounds like the perfect use-case for Halp integration. Halp is Atlassian's conversation-based ticketing solution that helps connect people on Slack (and Microsoft Teams) to help without having to switch applications.

* 3 minute Halp demo, Slack <-> Jira

There's also a longer weekly demo you can register to join if you'd like to see more before jumping in. And if you'd like to try it out in a demo instance, you can join the Halp demo Slack workspace and play around with Halp live.

Cheers,
Daniel | Atlassian Support