Creating a ticket from a Teams chat with a user

Question

Hi there,

I have seen the Teams - JSM integration where there is a public and agents channel and tickets can be created from the specific public channel.

Is there an app that anyone has come across where this can happen from any chat.  For example an internal custome is chatting in Teams with an agent but then as it is getting technical it is decided to turn that into a JSM ticket.  Is there something out on the marketplace someone may have seen that allows JSM ticket creation from any chat in teams, any channel?

Eugenio Onofre_v78igo · Answer

No, it is not possible unfortunately.

Ste404 · Answer

but isnt that just the specific channel that is built.

The question is based around just a chat from user a to user B and user B is an agent and then wants to create a ticket from that.

Eugenio Onofre_v78igo · Answer

Hi @Ste404

Yes, you can use Assist/Chats functionality. The user may react with an emoji to have the ticket created. Please not this will only work in conversations where the Assist user has been added to..

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat-in-microsoft-teams/

Please remember to accept this answer as it may also help other community members in the future.

Regards,
Eugenio