We are running Jira Service Desk on premise (datacenter), and would like an on premise chat, something similar to LiveChat, Olark etc.
We allready have Hipchat, plus Lync and Slack, and allthough they are great collaboration tools, they are not very end user friendly.
Is there an chat tool we could run on our servers that would integrate with Jira Service Desk?
Maybe you can explain a bit more about what you're looking for, for instance, what is it that Slack, HipChat, etc do not do that you would like it to?
In regards to Olark they state they have an integration:
With Olark and JIRA integrated, it takes only one command to open a new JIRA ticket or attach a conversation to an exisitng ticket.
Take a look at their product page for more information on how they integrate with JIRA.
Hi again, Branden:)
LiveChat is a pretty good examples of how a chat served by 1.tier technical support to non-IT customers should be: Easy inteface for non-IT customers, easily integrateble on web-pages as a pop-up, good backend admin/statistics for reporting and (with Zapier) easy to rasise an issue from the chat.
Regarding Olark: I can only see that it is possible to integrate with Jira Cloud, not Server...? Anyways, this is a cloud chat, and I am looking for a chat we can host ourself/on premise.
This little thing has been released recently by our fellow countrymen Spartez. Check it out and see if it suits you:
Our Chat for Service Desk (mentioned above described in more detail in a comment below) uses Jira Service Desk GUI directly as the agent interface - it plugs directly into Jira issue view and into JSD queues, updating them in real-time. And the agent answers the customer's chat by simply typing in a regular issue comments. It works very naturally for our own support personel - much better than using a separate agent GUI for chatting with customers. In fact, we have just shared our experiences and the road to our own chat solution in a blog post on CAC: https://community.atlassian.com/t5/Marketplace-Apps-articles/Chat-for-Jira-Service-Desk-with-direct-chat-to-issue-feature-An/ba-p/813206
Janusz from Spartez here.
Sorry for a bit of commercial break, but we have recently released the Chat for Service Desk (server) app - aptly named 'Chat for Service Desk'. It provides a real-time chatting solution ("live chat") that helps your site visitors / app users connect with teams working through Jira Service Desk.
It has a bunch of nifty features:
Interested? You may want to try it out - it’s just available on the Atlassian Marketplace.
An introduction video can also be viewed here.
The app is not datacenter-capable just yet, but we are busy working on it and we will release a DC-compatible version quite soon.
Janusz Gorycki, spartez.com
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