Marie Casabonne Atlassian Team

Hey @Kerrie Gottschalk - love to hear it! We built this with teams like Marketing in mind, so folks can stay in their preferred tool, and make sure work gets moved to Jira seamlessly when it needs to. Today, all Atlassian Intelligence features are only available on Premium and Enterprise plans. However, your Marketing team…

This feature is in open beta, so all customers not in bundles release tracks should have access. However, if your team uses bundled release tracks, you won't see the new experience yet. 

Thanks for the walkthrough, @Matt Reiner _K15t_ !

Hi @hayato yamazaki - the default agent reply configuration (that is today, only available migrated Halp customers and can only be configurable in Halp) is still being removed. Starting on March in 27th, agent replies from agent channels will default to public, and agents will need to use the lock emoji (🔒) to add private…

Hi everyone, Thank you to all those who have provided helpful feedback on these changes to the Assist user experience in Slack. I wanted to call out one significant change that is noted at the top of the blog post and in the main body below. We’ve decided to keep the lock emoji ( ) functionality for adding internal notes…

Hi @Andy Conley - to reply to your question about third-party add-ons, Assist does not control or have an impact on the third party marketplace add-ons you may be using with Jira Service Management. If an agent reply is added as a public vs internal note in Jira Service Management, Assist will respect that comment's…

Hi @Matt Lane - thanks for sharing the details of your team's workflow. That is correct - if you are to disconnect the request types from Chat, they will no longer appear in the Tickets tab in Teams (for agents or requesters), or in your agent channel. Approvals will also no longer be sent via Teams for any disconnected…

Hi @Jeff Hoover, to get the pre-ticket deflection user experience that Halp Answers provided, you do need to be on JSM premium to utilize the virtual agent. This feature is much more powerful than Halp Answers as it uses a machine learning model tailored to each individual customer & project. You can automate full…

Hi @Jon Woodson, as a standalone product, Halp could integrate with various Atlassian systems (Jira Service Management Cloud, Jira Software Cloud, Jira Server/DC) and external ticketing systems like Zendesk. However, "chat" as a feature (the conversational ticket user experience) is only available within Jira Service…

@Tao Ren - please open a ticket with our support team. They will be able to help!

Hi @Jules Avila - thank you for the feedback. I do want to clarify that comment syncing on a ticket thread between Slack and JSM is not being deprecated. It's core to our product being a two-way conversational ticketing experience between helpseekers and the teams that assist them! I believe there was some…

Hey everyone, thank you tremendously for reading the post and sharing your feedback (both positive and critical! It’s all helpful for us!). I’ll address the most recent comments here in one post, but first want to re-iterate a guiding principle that went into these changes: * Security & Trust: Jira Service Management has…

Hi folks, thank you for your comments. I've updated the blog to clarify a few themes I saw throughout the comments, and have added some additional details and clarifications below on those core themes. If you have additional questions, please keep asking! Comment syncing There are no changes coming to comment syncing —…

Hi @Alex Lloyd - are you setting up JSM chat for the first time with MS Teams or migrating from Halp to JSM? My guess is that someone from your team connected your JSM workspace to Slack to use the chat integration at one time in the past. If you open a ticket with our support team here, they can help to unblock you! Go…

To all folks who have posted here with questions, feel free to grab time on my calendar (https://calendly.com/mcasabonne/30min) if you're looking for additional support! I'm one of the Product Managers on Halp and JSM chat.

Hi @Chris - In order to test out JSM, I would recommend either of the following approaches: * Create a new test Halp queue (via Halp web) and using the migration tooling (via the Migrate to Jira Service Management tab) under the queue settings to test the migration tooling and end up with a simple JSM project that maps 1:1…

Hi @Erki Tammik - Thank you for your question and product feedback. We are constantly looking to improve JSM chat and the Assist app experience in Slack. The interface you suggested is available to help seekers and agents via the Assist app home. There, we have a green button to “raise a request” that pops a modal to show…

Hi @Jessica Dagala - Sorry to hear you’re running into this roadblock! Please reach out to our support team (https://support.atlassian.com/contact/#/) for help. Your team must have an old Halp trial that is blocking your set up of JSM chat as both systems use the same bot, Assist, to communicate with your Slack/Teams…

Hi @noreen_magsumbol - Today, when a user reacts to a message with the :ticket: emoji across a Slack workspace where Assist is installed / set up, it does trigger the ticket creation workflow. The result should be that the user is prompted a whisper letting them know they can raise a request if they need additional help…