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Jira Chat Design and Implementation


I am and avid user of Jira Cloud, and I want to use the chat feature to help my clients. I have over 4000 tickets already created in my organization. 

1.) Instead of Jira chat creating a new ticket everytime a chat starts, is there a way for the chat app to just reference an existing ticket? I am assuming as long as the person does not select "New Conversation" a new ticket will NOT be created.  If that is is the case can we remove the "New Conversation" button? I just want it to where it will NOT create new tickets and just have the users talk through an already existing ticket.

2.) When our users start using the app, is it possible when the app opens, just enter in a FIT Ticket number? then the chat can start based on that FIT ticket number?

Image of the concept is attachedconcept_chatapp.jpg

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