Is it possible to use the chatbot in Slack in your own private channel for internal questions

Question

Hello,

Is it possible to use the chatbot in Slack in your own private channel? At the moment, the requests of all members are displayed in the test channel, which makes it quite confusing. However, we would only use the chatbot to query the connected knowledge base from Confluence. No tickets should be created here in Jira Service Management, as only the agents should ask the chatbot questions. The question here would also be whether the workflow can be configured for this? A direct integration into the ticket system to first ask for a solution to incoming customer questions with internal information would also be helpful. Many thanks in advance. Regards.

Philipp Friess · Answer

@Viktoryia K_

I would of course like to use Confluence in conjunction with JSM. That already works. My goal is that every agent of JSM can use the chatbot for internal information procurement without the channel in Slack being too full. If 30 agents ask questions in one channel at the same time, it becomes confusing. It would therefore be ideal if each agent could create their own private channel and integrate the chatbot. Or is there a setting where you can only see your own messages in the group channel?

Viktoryia K_ · Answer

@Philipp Friess Hello.
Atlassian has very good documentation articles on this topic, have you read them?
I don't quite understand how you want to implement integration using confluence without JSM. The workflow can be customized in Slack itself to suit your requirements, and to write requests and resolve them directly in Slack, two channels are needed: a request channel and an agent channel. You need to understand what you expect from slack.