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Looking at using JIRA Service management for support team

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. 

2 answers

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Mikael Sandberg Community Leader Mar 25, 2021

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.

Hello 

We are launching our Chatbot for Jira Service Management on the Atlassian Marketplace.

If you are running Jira Service Management Cloud Edition, we'd love to have you on our early preview program. This program will allow you to have early access to our solution for free and provide constructive feedback to our product team. This program will start on April 1st and will end on May 1, st 2021.

If you are interested, say YES, if you are unable to join our program say NO.


If you reply YES, we will provide you with a link to our solution in order to start the Early Preview Program. You'll have a month to try our Chatbot for Jira Service Management and provide your feedback on our Portal. Our product team may contact you for more details.


Looking forward to your feedback.

Bertrand

Kojira Chatbot for Atlassian Jira Service Management

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