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|Update: Due to a holiday in our US offices, we've moved the release date for these updates to October 11.|
I'm Marie and I'm a product manager for Jira Service Management.
Earlier this year, we decided to include Halp’s conversational ticketing features exclusively in Jira Service Management Cloud. Now, we’re making the Atlassian Assist experience in Slack more secure and efficient by introducing a few changes. We’re also removing legacy Halp features that duplicate experiences in Jira Service Management.
This blog exclusively outlines changes to the Assist and Slack integration — we plan to make improvements to the Microsoft Teams experience in the coming months. We’ll make a separate post when it’s time to announce updates to Teams.
These changes go into effect on October 5, 2023. Here’s a preview of what to expect so you can prepare your teams.
What is it? We’ve revamped Assist’s app home to better support the requester experience. Previously, people who were both agents and requesters had a confusing experience in app home, since it displayed both the requests they’ve raised and the issues they work on as agents.
Anyone can visit app home to get a quick understanding of how to use Assist, discover where they can ask for help, and go to the help center to see existing requests and support documentation. To streamline the experience, we’re removing the request/issue list, so requesters need to view their open requests from the help center. Agents can view their assigned issues in their queues in Jira Service Management.
What should I do to prepare? If your agents frequently use app home to view their open issues, let them know this change is coming. They can continue to use agent channels to respond to, change status, and triage issues.
What is it? Requests and issues have a new look in Slack. This new display uses Slack’s block kit, so it’s more responsive and accessible. We’ve also updated what information shows based on what requesters and agents need and use — you can now see status, request type, requester, and assignee at a glance.
What should I do to prepare? Let your agents know some visual changes are coming, but overall functionality remains the same.
What is it? We heard your feedback that Assist notifications create noise for agents and requesters. Assist still adds a comment to the thread, and it will now also at-mention the requester or the assigned agent to subscribe them to thread notifications. This means all interactions happen in one place: on the request/issue thread.
As a part of this change, request participants will only receive request updates by email, unless they comment on the request thread in Slack.
Admins can no longer customize the bot messages sent by Assist. You can still turn these messages on or off as needed.
What should I do to prepare? If you have customized bot messages, we recommend saving a copy of the content in case you want to reference it in the future.
What is it? We all know and love the ticket emoji — it’s a quick and easy way to raise a request, and it’s not going anywhere! For consistency, and to prevent Assist from accidentally raising requests in conversations it’s not invited to, the ticket emoji now only functions in configured request channels.
If your agents need to raise a request in a direct message or a channel that Assist isn’t invited to, they can use the More actions menu.
What should I do to prepare? If your agents frequently use the ticket emoji to raise requests in direct messages or in non-configured channels, let them know they need to use the More actions menu instead.
What is it? Similar to our app home makeover, we’re removing agent-only slash commands to optimize for the requester experience. Using the /assist command (or /halp, /helpdesk, or /support) now prompts request creation, rather than revealing hidden agent commands like viewing or searching through open issues.
For everyone using the /assist command to raise a request in a request channel, the request now posts in that channel rather than in the private Assist DM. If your project uses private chat requests (more on that below!), though, the request will remain in private DMs.
What should I do to prepare? If your team often uses these commands to see a list of their assigned issues, encourage them to use their queue views in their web browser. Alternatively, you can use Jira automation to automatically post open issues to Slack.
What is it? We’ve changed the name for private updates to more accurately represent what the setting is, as it allows for private requests through Slack. We’re also adjusting the experience — any comments posted on the request channel thread will remain, but they won’t sync with the issue in Jira.
Note: This doesn’t change the experience for public requests (projects that don’t have private chat requests enabled). Thread comments across agent and request channels will continue to sync.
This reduces the number of scopes Assist needs access to in Slack to function, making your data more secure.
What should I do to prepare? Let your agents know of this behavior change, and remind them not to post on private chat request channel threads.
What is it? We’re introducing a new setting so you can better control where requests are raised. By turning on Hide project during issue creation from your project’s settings, you can ensure that requests are only raised from the explicitly configured request channels. If this setting is turned on, requesters can’t raise requests for this project from app home or using the slack command.
What should I do to prepare? This setting is helpful for testing or more sensitive projects — like human resources or legal topics. If this sounds like any projects your company has, or if you’ve been wanting a less disruptive way to test new request types and projects in Slack, get ready to turn this setting on once released.
What is it? We made the decision to deprecate a little-known legacy feature — the use of the pushpin and ticket emojis to raise a request from multiple messages. By removing this functionality, we can reduce the number of Slack scopes Assist needs to function.
What should I do to prepare? If your team uses this functionality frequently, let them know they can still raise requests using the ticket emoji. To add more context to a request, simply comment on the thread and the comments sync with the Jira issue.
That’s it for now, but please feel free to ask questions or leave feedback in the comments below!