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JSM Chat Agent - How to Set Up Multiple Agent Channels

Kyle Turner

On a single project we have multiple large groups inputting tickets via the portal. They each have their own request types within the portal. We are using the Atlassian Assist Chat functionality to serve these tickets into the team's slack channel. It works great and has greatly increased collaboration and speed, but it appears to only work for one channel and therefore it only works for one team.

Is there a way to have multiple agent channels so I can serve their tickets into their specific Slack channels for visibility and collaboration?

Example:

Team #1 (Working)
Inputs tickets via the portal using JSM Request Type #1
Agent Channel #1 links tickets to Slack Channel #1

Team #2 (Not Allowed?)
Inputs tickets via the portal using Request Type #2
Agent Channel #2 links tickets to Slack Channel #2

Currently I am unable to roll out this flow to more teams because it appears that there is only one Agent Channel allowed per project. Is there a way around this limitation? Or are there any plans to expand this feature.

Image of the setup for team #1

Screenshot 2024-08-09 at 1.49.26 PM.png

Accepted answers

All comments

Fabian Lim

Hi @Kyle Turner

If you want multiple channels you may want to consider helpdesk+ for MS application from appfire. Link: https://marketplace.atlassian.com/apps/1232243/helpdesk-for-microsoft-teams?hosting=cloud&tab=overview.

Let them know that you know me and they may give you a discount.

Regards,

Fabian

Kyle Turner

Well that has very little to do with this question

Fabian Lim

haha fair enough. I was just trying to say that you can't do it with the out of the box solution so don't waste your time. I've already tried this with other clients and the only other way that we made it work was through the app. You can decide to whether you want to use it or create multiple JSM projects for each of the agents,

Cheers.

Fabian

Fabian Lim

adding @Logan Vantrease who is the Product Manager for the helpdesk+ app and could provide you with a demo.

Logan Vantrease

@Kyle Turner

Here is a 2 min video of that being accomplished with Helpdesk+ Watch Video

If you have any further questions let me know.

Joao Vasconcelos

This is currently not possible with native tools. We do have a feature request open to allow for multiple Agent channels per project for JSM Chat. We encourage you to upvote and add yourself as a watcher to the suggestion ticket, that’s how we identify which features should be prioritized, and by doing that you’ll also be notified on any updates.

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