Use your Jira Service Management portal in a custom tab in Microsoft Teams!
Check out our short video on how you can create support tickets from Microsoft Teams:
Read through our page and get an overview about all individual steps.
Access the customer portal app
If your admin has installed the customer portal app in Microsoft Teams, you can easily access it in your Teams sidebar. Pin it to have it constantly available. Choose a Service Desk first to raise a ticket.
Please note: The icon in your sidebar and the choice of service desks in your Microsoft Teams may differ, dependently of the settings and service desks determined by your admin.
Raise & create a support ticket
When selecting a service desk, raise your support ticket just like you know from Jira Service Management.
This is how it looks like in our company.
In our example, you could enter a summary (= title of support ticket) and our app will put a suggestion of related (documentation) articles for you.
Please note: This function is not always available and a company-specific setting.
By agreeing to shift future communication to Microsoft Teams, support tickets can usually be solved quicker and more efficient. Support agents can easily reach out to customers for any kind of questions or to ask for more information via Microsoft Teams chat.
We recommend to agree on future communication via Microsoft Teams.
Check on ticket status
When all fields are completed, click on “create”. The support ticket is submitted.
Click on the support ticket link in the information box and easily come to your Help Desk in Jira Service Management.
For now, our app allows to raise tickets and to shift any communication on those tickets to Microsoft Teams chats.
But, information on the ticket status, can only be accessed via your Help Desk in Jira Service Management.
Coming soon: An integration of another tab in Microsoft Teams to check on and follow up on support tickets.
In future, an overview of all support tickets (requests) raised, should also be available via a separate tab in Microsoft Teams. So any information being currently only available online (due to switch after raising the ticket), will be right there in Microsoft Teams, too.
Watch our roadmap to stay up to date!