JSM Integration with Omnichannel and auto-raise tickets from chats and emails

[Teejay]

Can JSM be integrated with Outlook, WhatsApp, Slack and MS Teams such that requests can be automatically picked from chats and emails and tickets would be created on JSM?

Also, what marketplace app would you recommend for omnichannel communication (SMS, VoIP and whatsapp inclusive)?

[Joseph Chung Yin]

@Teejay -

For your 1st question on integration with Outlook, Slack, MS Teams etc with JSM, you should take a look at Atlassian's product "Halp" - https://www.atlassian.com/software/halp.  It is a light-weight version on the functionality that you are asking for.  If not, you can search for third party add-ons in Atlassian's marketplace as there are many out there. but they are not free if you decide to use it for your env.  

Example - https://marketplace.atlassian.com/apps/1218891/chat-for-jira-service-management?tab=overview&hosting=cloud  - Appfire's Chat for Jira Service Management

For your 2nd question - take a look at the following video https://www.youtube.com/watch?v=x_x32JT5_wg 

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.