where is the chat window?

Question

Hi guys,

I have the jira customer portal available to customer to open support tickets. When i log in with my atlassian account "admin account." and I go to ServiceWorks Support - Jira Service Management i ge tthe ai pop up to ask questions.

If i log in as one of our customers who create the help desk user account they do not get the pop up for help.

Am i missing a setting?

Sarah Marenchino | Devoteam · Answer

Hi @Jerry Holland ,

I work at Devoteam France. Before recommending an account migration, could you share an anonymized screenshot of the AI pop-up you see with your admin account, including its title and where it appears?

The feature request linked above specifically concerns Live chat access for portal-only customers. Your description mentions an AI assistant, so it would help to confirm that we are discussing the same feature.

The account type could explain the difference, but identifying the window first would help establish whether that limitation applies to your situation.

Tomislav Tobijas · Answer

Hey @Jerry Holland ,

As the guys have said, if we're talking about portal-only customers, there's a feature request to have chat option for them as well: JSDCLOUD-18885: Ability to have Live chat for Portal-only and anonymous users

Basically, the workaround would be to migrate those customers to their respective Atlassian accounts > see Migrate a portal-only customer to Atlassian account 📚

Far from ideal, but I guess it should work.

Cheers,

Tobi

Arkadiusz Wroblewski · Answer

Hello @Jerry Holland

Are your customers using portal-only accounts? That could explain the difference you're seeing.

Cheers,

Arek🤠🧙‍♂️