Is there a way to limit where users can raise Atlassian Assist tickets in Slack?

[Nathan Hutchins]

We have a #helpdesk channel where we have users writing the /assist command and creating their tickets. This is the channel connected in Jira. 

However, we have noticed some tickets are coming directly to our Agent channel labeled as "Created via Slack" instead of "Created via #helpdesk". These tickets have no Slack message in the helpdesk channel. So we are thinking some users are typing the /assist message elsewhere, or opening the ticket directly with the Atlassian bot. 

Is it possible to turn off the create ticket option from all these other methods so users have to go to the correct channel?  

[Bruna Silva · Accepted solution]

Hello @Nathan Hutchins,

Thank you for reaching out to Atlassian Community!

You can define the Chat Settings to hide the project during issue creation, and it will hide the project on the Assist bot, although the users will still be able to open requests for this project on the request channel designed for the project.

To achieve this, please follow the steps below:

1. From your service project sidebar, select Channels, then Chat, then Configure.
2. Go to the Settings tab.
3. Turn on the Hide project during issue creation.

More details about this case can be found in the following document:

• Receive and manage requests in Slack or Microsoft Teams

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

Regards,
Bruna

[Nathan Hutchins]

Hi Bruna, thanks for replying!

I don't know how I missed that setting haha. That did the trick. 

Thanks again,
Nathan