Creat issues from email or chat on teams?

Susana Lima

Hi,

I'm currently using Jira Service Desk, and I would like to know if it is possible to create issues from an email or chat (Teams)?

I see that in Jira Software this can be done, but what about Jira Service Desk?

My team is always receiving work to do from email or even on chat-Teams, and it will be great if it could be automated (creating issues).

Thanks in advance! 

Nic Brough -Adaptavist-

For email, yes, the Service Desk (Management) has an "email channel" built in.  Go to the project behind the service desk and configure it, looking for channels and then email. 

It's similar to the standard issue handling email-handlers for projects in that it listens for emails sent to a mailbox, reads them and turns them into Requests (and, of course, the issue behind the request automatically)

Note that you can still use standard email handlers to create issues in Service Desk projects, but if you do that, they will not be customer-visible requests, they only create issues.

Chat requests are a different story - you'll need code in MS-Teams that can pick up things intended for Jira Service Desk (or just Jira), or code in Jira that can listen in channels for things it needs to pick up.  It's worth a look in the Atlassian marketplace and the MS-Teams apps/integration sites for these.

However, I would be remiss if I did not mention Atlassian's own chat integration, Halp, which is more conversational and can completely remove the need to work in two systems.   See https://www.atlassian.com/software/halp