Slack Notifications for Service Desk Customers

Question

Hi! I am hoping someone can help me. I am intersted in setting up Slack notifications for customers/employees who use the Jira Service Desk to submit tickets. Currently, when our employees submit a ticket through the service desk, they have to check their email for the JIRA notifications. The only way I've figured out how to get Slack updates in JIRA is for them to have a JIRA aacount, which we don't want because that is very expensive. That being said is there a way to give them visibility/notification through slack, without them having a JIRA account? Thanks!

Mikael Sandberg · Answer

Correct!

Sydney Siegmeister · Answer

@Mikael Sandberg Thank you!! So if the customer creates a ticket in the service desk, can this be configured so they are notified and updated in Slack? And they don't need a Jira account?

Mikael Sandberg · Answer

Hi @Sydney Siegmeister,

Welcome to Atlassian Community!

JSM includes Atlassian Assist, in which you can turn on Two-way creation, meaning that any issues create in JSM will create it in Assist (Halp) and the customer will be notified in Slack.