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We are setting up the Slack and Jira integration via Halp and we had the Integration and Recipe setup correctly and we were able to create tickets from slack channel successfully. However, we run into a weird experience that Halp tried to update the assignee of the Jira ticket to nobody. We suspected the issue was because when Halp tries to sync the assignee from the Jira ticket to Halp ticket in the queue, the existing assignee is not one of the agents so Halp failed to assign the Halp ticket to him. To keep the Jira ticket and Halp ticket in sync, Halp chose to update the assignee in the Jira ticket to nobody. We think this is really a bad design and this literally prevents clients from assigning the Jira tickets to someone that's not Halp agent and Halp is charging us based on the number of agents, but we don't want to waste our money just for this and this additional charge does not really make sense. I wonder if there is any workaround for this issue? Will the new integration with the one-way sync approach help?
The JSM Chat integration to Slack and Teams has been improved recently to map Slack and JSM agents and help seekers via email address. As long as your slack users have the same email address as their identities in JSM, we'll handle assignment the way you expect.
However, we now require that members of the triage channel in Slack be JSM agents so that we can improve the experience to make this consistent.