It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

On premise chat for Jira Service Desk?

Johannes Buverud Dec 18, 2017

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?

4 answers

0 votes
Branden McElveen Atlassian Team Dec 18, 2017

Hi Johannes,

Olark appears to have a JIRA Integration.  Take a look at the Olark - JIRA Integration page for more information.

Cheers,

Branden

Johannes Buverud Dec 18, 2017 • edited

Hi Branden,

I believe Olark is neither an on premise chat, nor does it integrate with Jira server.

Branden McElveen Atlassian Team Dec 19, 2017

Hi Johannes,

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.

Cheers,

Branden

Johannes Buverud Dec 19, 2017

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.

0 votes
Johannes Buverud Jan 16, 2018

Nobody else with a suggestion?

0 votes

Hello Johannes,

There's a LiveChat integration for Jira on-premise, which is absolutely free:

https://marketplace.atlassian.com/plugins/com.intenso.jira.plugin.livechat/server/overview

Johannes Buverud Apr 12, 2018

Hi,

We are looking for a chat tool we could run on our own servers.

This little thing has been released recently by our fellow countrymen Spartez. Check it out and see if it suits you:

https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.support-chat/server/overview

Johannes Buverud May 07, 2018

Thanks! Not sure how it works out for big companies like us not having a dedicated chat GUI for the agents, but I'll check it out.

Janusz Gorycki Jun 08, 2018

Hi Johannes,

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

Cheers,
Janusz

0 votes
Janusz Gorycki Jun 08, 2018 • edited Jun 12, 2018

Hi folks,

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 is NOT an integration with a 3rd party chatting service - it is self-contained - you just install the app in Service Desk, place a bit of javascript on your web site (or just enable the chat on your customer portal) and you have full chat support.

It has a bunch of nifty features:

  • Creates issues out of chat conversations on-the-fly
  • Turns customer’s messages into issue comments - updating issue views in real time
  • Turns your issue comments into messages within the chat
  • Handles request queues updates
  • Lets you see which customers are currently online
  • Allows support personnel to toggle their availability
  • Chat widget is replaced with email when all agents are offline
  • Sends the customer chat digests through email
  • Fully optimized for mobile web pages
  • Chat look & feel is customisable

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.

Cheers,
Janusz Gorycki, spartez.com

DANIEL BAUTE Feb 11, 2019

Janusz, any update on a cloud version of Chat for Service Desk?

Jacek Wizmur-Szymczak Feb 12, 2019 • edited

Hi @DANIEL BAUTE,

it's Jacek from Spartez.

Thanks for expressing interest in Chat for JSD :).

Cloud vertion is on the Chat for Jira Service Desk roadmap here - https://trello.com/b/qsRU1auU/chat-for-jira-service-desk-roadmap 

Please upvote it and add a comment if you'd like to have it sooner. 

Now we're focusing on Slack integration and separate Chat dashboard.

Next thing maybe cloud - it depends from how many people will request it.

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Posted in Jira Software

Demo Den Ep. 5: Meet Jira Mobile

See how to use Jira on the go! Demo Den Episode 5 is here: meet Jira Mobile with  Jira  Product Manager Rayen Magpantay.  Demo Den is in our monthly series where a Jira PM demonstrates...

413 views 1 10
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you