JIRA - Slack integration

Question

Is there any good integration between JIRA Service Desk and Slack. Where both JIRA Agents & customers can create Incidents directly from a Slack conversation. And even when the JIRA incident is updated and answered, the customer receives the answer or notification directly in Slack as a personal message.

Mikael Sandberg · Answer

Did you integrate your JSM project with Assist? Once that integration is done, any requests created from Slack will be available in the portal and the user will get notified if there is an update done to the request from the JSM side.

Yes, Assist/Halp has its own ticketing system, but you can ignore that unless you want to use Halp (and pay for it) for other teams that are not in JSM.

Patrick_o6uifi · Answer

We tested Atlassian Assist. The drawback is that the requestors can't access their Incidents from JIRA portal. Even if we set the user as requestor in Slack when we create the incidents.

Halp includes a complete ticketing system, which we don't really need. We need only to be able to quickly create a JIRA Cloud Incident from Slack message.

And also the users should get a personal notification in Slack when the Incident is updated in JIRA.

Mikael Sandberg · Answer

Hi @Patrick,

Welcome to Atlassian Community!

JSM has an integration for this called Atlassian Assist which is based on Halp and does exactly the things you are looking for, and it is included in your standard plan and up.