Slack integration with Jira Ticketing System (a.k.a. Jira Service Management) for external customers

Question

Hi,

Is there any good documentation (videos will be nice) explaining all that can be done using Slack as the chat tool for the Jira Ticketing System (a.k.a. Jira Service Management) with external customers?

Thanks

Dd

Logan Vantrease · Answer

Hi @Dd

What you are asking for seems easy on the surface, but is more challenging than you think.

The answer is, it depends. Are you using External Slack Shared channels to support these customers, or are they single channel guests in your slack workspace?

From there, it depends on whether or not you are creating the tickets for them, or if they are creating them themselves.

Our app Helpdesk+ is built to reflect JSM in Slack, but the way it works in shred channels sometimes get very wonky on the exact interaction you are looking to try and achieve your customers.

Best,
Logan

Dd_ccz4b8 · Answer

I wrote the question badly -sorry.

Rewrote.

Thanks

Joseph Chung Yin · Answer

@Dd -

Can you provide more details on your ask?  What do you mean by JTS - Are you referring to JSON Time Series (JTS)?

If you are thinking using Slack with JSM, then you should look the following reference links -

https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/chat#overview

Or if you are asking for how to use Slack with external customer, if so, you should just look for Slack from the web search.

Please advise.

Best, Joseph