Now Available: Conversational ticketing for Microsoft Teams

[#1]

Hi there!

Our conversational ticketing feature for Microsoft Teams is now generally available, allowing you to meet your team where they already work to capture requests and manage issues directly from your Teams conversations (also available in Slack).

Using our chat feature, powered by the Atlassian Assist bot, you can sync Microsoft Teams with your Jira Service Management service projects to seamlessly do any of the following, all without ever leaving your conversations:

• Capture Jira Service Management requests from Teams

• Bi-directionally send and receive internal comments and public replies between Teams messages and Jira Service Management

• Edit ticket fields and transition issues

• Approve/deny issues 

The chat feature is currently available to any paid Cloud users, and can be accessed from your admin project settings. Check out our documentation to learn how to set it up for your projects!

[Connor]

This is a welcome start, but it would be much better if commenting on the issue from within Teams matched the functionality of Chat with Slack. 

To comment from within Teams

To comment on an issue, select Reply on the issue card. Comments show to anyone with access to the card.

Versus commenting from within Slack

To comment on an issue, type a message in the thread of the original request in either the triage channel or the request channel. Comments will be visible to anyone with access to the request channel.

The Slack functionality allows the discussion to stay within the original thread. The agent, reporter, and other users can discuss the issue without navigating to another area of Slack, and everything is synced to the Jira issue.

The Teams functionality requires using the Reply button of the adaptive card that gets posted to the triage channel and sent to the reporter. That pulls the agent and reporter away from the original discussion, and excludes message replies from other team members from being synced to the Jira issue.