Native JSM Customer Chat Channel for Microsoft Teams (or a solution that doesn't require Slack)

[Leigh Elliott]

In the Jira Service Management Customer Channels the Chat option only supports the option to configure Customer Chat using Slack.  Whilst Slack is an awesome platform, we don't use it for our corporate chat and collaboration, instead we use Microsoft Teams.

We have no plans to implement Slack.

Does anyone know where I can find information about Atlassians roadmap regarding native Chat support for either Microsoft Teams, or alternatively a Customer Chat feature that doesn't require the integration of 3rd party platforms?

[Dirk Ronsmans]

Hey @Leigh Elliott ,

The roadmap you mention seems to be more related on Agents and Developers working together on resolving issues thru Teams.

You might be looking more for the Conversational Ticket Management product (which also includes a Virtual Agent) 

https://www.atlassian.com/software/halp

[Leigh Elliott]

Thanks Dirk.  Completely forgot about Halp.  Took another look at it and yes from the Youtube demo its looks pretty close to what I'm thinking.

Not sure how well Halp integrates with Jira Service Management Customer portal though, I guess I could add an external link for it?
It also looks like you need to setup and configure Halp almost like a separate helpdesk solution that sits along side Jira. :-/

[Leigh Elliott]

Would love the MS Teams chat features of Halp in JSM without needing to buy and setup Halp :-)

[Leigh Elliott]

Looks like I've answered my own question :-) 
https://www.atlassian.com/roadmap/cloud??category=itsm&selectedProduct=jiraService&p=e1e1a89f-a0

So keen to have this!!!!

[Leigh Elliott]

Although its not clear whether this will actually include native support for Customer Chat using Microsoft Teams, I'm hoping it does...