Teams Assist not working

Louise Henderson

Hi Everyone

We've been attempting for a few weeks now to get the MS Teams integration up and running to enable our customers to post via teams.  Nothing we do seems to work.  We've followed the instructions multiple times, started from scratch 3 times and each time all that happens is that when an @Assist post is made in the customer chat it responds with 'Here's what i can do - raise requests with Assist via the compose box, the message extension or the message action capabilities'.  

Does anyone know of any gotcha's that might exist that aren't referenced in the Atlassian doco?

Thanks for any help you can offer.

Regards, Louise

Arkadiusz Wroblewski

Hello @Louise Henderson 

That reply from @Assist usually means the app is installed, but users are still hitting the generic help response rather than a configured request flow.

Atlassian’s docs say requests in Teams are raised via the compose box, message extension, or message action. So if @Assist just answers with “Here’s what I can do…”, I would first check whether the Teams channel is actually connected as a request channel in JSM, not just that the app was added in Teams. Atlassian also says request channels should be set up in a public team.

What I would check first:

the Team/channel is listed under Channels & self service → Chat ?

it was added as a request channel, not only as an app in Teams ?

the Team used for customers is a public team ?

users are testing via the compose box / message extension / message action, not only by typing @Assist in chat ?

It seems the integration is partly there, but the channel-to-project/request setup is not fully complete yet, which is why Assist only returns the default capability message.