Now you can chat with customers in real time - directly inside Jira Service Management.
No switching tools, no delays, no need for escalation, and no missed context.
💬 How it works
TL;DR - customers are entering the chat queue when agents are available. Agents are notified that the customer is waiting, and they're starting a chat according to the queue.
Agents can now provide instant, real-time support right from the Jira interface:
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🎫 Create Jira issues directly from chat messages — turn conversations into actionable work items.
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📊 Track key performance metrics — monitor queue times, resolution speed, and agent productivity.
All within Jira - keeping communication, context, and actions in one place.
🧩 Real-world use case
A customer reports an urgent issue through the portal. Instead of waiting for ticket triage or escalation, they start a live chat with your support team.
An agent joins instantly, helps reproduce the problem, and — with one click — creates a Jira issue directly from the chat.
The issue gets resolved before the escalation process even begins.
📈 The result
✅ Faster resolutions
✅ Higher CSAT
✅ No context switching
✅ Fewer escalations and happier teams
🏷️ Try it now – exclusive Community offer!
As I know that one month of a free trial might not be enough, grab a 100% off code for next Month.
👉 Use code CHFABS7BCBCN25 for CLOUD and check out the app on the Atlassian Marketplace
We have only 8 of them left! And you can activate them till November.
Support that feels instant. Collaboration that stays in context.
Chat for Jira – where conversations become action.
* Writing this article on behalf of one of my teams: Sevidev 😊
