How to create JSM portal requests from Microsoft Teams

Question

Hi!

We are using Jira Service Management Cloud and Microsoft Teams.

My goal is to allow users to create requests from the JSM customer portal directly inside Microsoft Teams, but requests must be real JSM issues (Service Requests), not Work Items.

What we have explored so far

* Native Jira Cloud app for Teams → only supports Work Items

* Simple links to the JSM portal → breaks the in-Teams experience

Is there any supported or recommended way to create JSM portal requests from Teams, using existing request types and forms? (I can't use paid extension)

Any guidance, examples, or confirmation of limitations would be very helpful.

Best,
Erik

Olha Yevdokymova_SaaSJet · Answer

Hi @Erik From

You have two options:

Use the JSM email channel

If your JSM project has an email channel enabled, users can:

Send an email to the support address

Jira creates a real Service Request

Request type can be set via automation

You can pin the support email in Teams or use a shared mailbox/channel email.

It’s not form-based, but it keeps everything as proper JSM tickets.

Option 2 – Use a portal link (simplest, but external)

You can:

Add a tab in Teams that links to the JSM portal

Or pin specific request type links

This still opens in a browser, but it’s the cleanest official approach if you must use the existing portal forms.

JSM portal forms are designed for the web Help Center.The Teams integration isn’t currently built to render those request forms inside the Teams UI.

So you’re not missing a setting — it’s just a platform boundary.

If your goal is:

Stay inside Microsoft Teams

Use structured forms (not just free-text messages)

Create real JSM Service Requests (not generic work items)

Avoid paid Teams extensions

Then a form-based approach is usually the cleanest workaround, but I can only suggest Smart Forms as a paid app, but it can help you with your exact issue and save some money on JSM licensing

With Smart Forms for Jira , you don’t rely on the JSM portal UI at all.

Instead:

You create a form in Jira.

Configure it to Create a new work item.

Select your JSM project and Service Request issue type.

Or users can select reqest type from form

Map the required fields (Summary, Description, Priority, etc.).

Save the form and generate a public share link.

That link creates a real JSM Service Request — exactly like a portal submission.

How this works inside Teams

You can then:

Add the form link as a tab inside a Teams channel

Or pin it in a post

Or embed it in a Teams website tab as a embeded form

From the user’s perspective:

They open the form directly inside Teams

Fill it in

Submit

A proper JSM Service Request is created in the correct project

Benjamin Linser _yasoon_ · Answer

Hi @Erik From,

Thanks for sharing your Use case/approach. Using the native integrations or a simply iframe link can work but as you pointed out it can cause disruption for end-users or not working as expected.

In case you like to make the integration more deeply you could also use a 3rd party app from the Atlassian Marketplace. This is paid but for less then 10 agents it will be free of charge. If you don't consider to use an app at all: just stop reading :)

My name is Benjamin from yasoon. We have specialized on 3rd party app integrations between Microsoft and Jira. Our main app is called Microsoft 365 for Jira. One of our main focus and strongest Use case is the integration of the Microsoft world with JSM: Internal Ticketing.

That does include e.g. the integration of the Jira Service Management portal into Microsoft Teams (directly accessible via the sidebar or within the message extension in Teams): Raise support Tickets from Microsoft Teams.

This will be enhanced also by creating Teams chats and link them to the tickets (speeding up the whole communication process) and creating meetings within the Jira work item view and much more.

If you like to know more feel free to book a demo here or reach out to us via our Service Desk.

Otherwise have a lovely day!

Best regards,

Benjamin