Looking at using JIRA Service management for support team

[Calvin Hofman]

I am looking at using JIRA service management for a support team and have a few requirements that would need to be filled. They are listed below, please let me know if you know of any answers.

1: It looks like a chat based support system that is placed within a website is feasible any ideas which system is best?

2: Using the bot within the chat feature to help resolve some of the more common questions is this feasible?

3: We also support an email and phone line, what would be the best way to integrate this? 

4: We have a knowledge base that we would like to host in the same system, is there a way to make it available to users?

5: Is there a HubSpot integration that can pull in information from hubspot and tie it to the contacts and their companies?

Sorry for the long list. We are currently using intercom/jira classic business project and are less than thrilled with intercom. 

[Mikael Sandberg]

Q1 - JSM will come with a free version of Halp in the near future. Halp integrates with Slack and MS Teams. There are other chatbot softwares that can integrate with JSM, like Konverso. Also check the Marketplace. 

Q2 - I can only speak for Halp (we just started using it) and it has a deflection option that will suggest answers when a just submit a request.

Q3 - JSM has an option to create requests via email. For phone you could use Opsgenie i believe, and you can check out this app in the Marketplace, Chat + SMS for Jira Service Management 

Q4 - JSM integrates with Confluence for Knowledge base, take a look at Knowledge Management 

Q5 - Hubspot has an app on the Marketplace for integration.