UPDATE - NOW AVAILABLE: Conversational ticketing in Jira Service Management

[Joao Zampa]

@Molly Bronstein I did a quick test and here is my feedback.

Positive
I think that this will be very helpful for teams to provide that quick help on slack but at the same time convert it into a ticket if it requires further investigation or other teams' involvement. 

This can help teams as well to quantify support provided over slack.

Confusing

I don't really get the need for the channel between the support channel and the jira project.

Lacking

It would be really good if we could have a way to interrupt the syncing.

Imagine if a user requests some help on a Slack channel and the triage team does the initial investigation and decides that needs to become a ticket. Let's imagine that there will be some sensitive information exchanged between the user and the agent during the investigation, therefore all the sensitive information would be synced into a public channel. 
What would be good to have is the ability to stop syncing and once the slack conversation becomes a ticket and the syncing is stopped, any comment would be only visible on the Jira ticket via the Jira portal to the reporter or any participant on the ticket only. 

[Jensen Fleming]

@Joao Zampa -- thank you for the feedback! We are exploring making the triage channel optional and I'll look into the syncing break you mentioned. We do have a new feature coming out soon that will allow you to default all ticket comments to be private, but its on a project basis, not an individual ticket basis. Cheers!

[Fernando]

How does this work for SM projects where Different organization live? Will all my organization see each other messages?

[Jensen Fleming]

hi @Fernando -- Chat allows requests to be created from slack and only exposes tickets to a private channel in slack where your JSM agents can view them. 

[Jason Brison]

Hi @Molly Bronstein,

Just checking in to see if there has been any updates re: Conversational ticketing in Jira Service Management for Data Center customers.

Is this something we could/should expect in Q4 2022, or even 2023, or are we looking 2024 onwards? Our company is budget planning and we're looking to make a decision on investing in JSM, or standardizing on ServiceNow for ITSM.

Cheers,
Jason Brison

[Jensen Fleming]

@Jason Brison -- we have no current plans to add JSM Chat to Data Center. I've made a trackable feature request here you can vote on: https://jira.atlassian.com/browse/JSDCLOUD-11888

[Jensen Fleming]

JSM Chat is now available in MS Teams -- learn more here: https://community.atlassian.com/t5/Jira-Service-Management-articles/Now-Available-Conversational-ticketing-for-Microsoft-Teams/ba-p/2145720

[Keith Blue]

+100 for bringing this same functionality to Google Chat/Spaces!