Customise ticket in agent slack channel

[Adrian Tacaciu]

I need to customise ticket in agent slack channel. I want the tickets to show a field but I can't figure out how. Either under or over Request type or next to reporter or next to Assignee.

[Bruna Silva]

Hello @Adrian Tacaciu,

Thank you for reaching out to Atlassian Community!

Allow me to share with you that when using the Jira Service Management Chat integration for Slack, in the Agent channel, there is an option to Expand the request card so the agent can view more fields.

You can see more details about this option in the following document:

• Explaining the behavior of the Expand card in Assist

If you have any other questions regarding this matter, please let us know.

[Adrian Tacaciu]

Hello Bruna,

I am aware of the expand button and what it does. But my agents were wondering if there was a way to show that field right away. It would help them a lot

[Bruna Silva]

Hey Adrian,
Thank you for the clarification!

At the moment, it isn't possible to configure the default fields shown on the card.  However, we understand that this functionality would be helpful, so we have an open feature request asking for this ability, as you can see below:

• Assist - Ability to configure the default fields shown for agent cards in Slack.

Please, feel free to click on "Vote for this issue" and add yourself as a watcher to be kept informed about the state of the feature moving forward.

[Adrian Tacaciu]

I see,

Thank you