Use cases

This page gives you an overview how Teams for Jira can help you in different projects. Most of these use-cases come directly from our own or customer workflows.

1 Jira Work Management & Jira Software
2 Jira Service Management

Jira Work Management & Jira Software

For these, most often internal, projects, we recommend moving project discussions to Microsoft Teams. Having all communication Teams offers lots of benefits:

Involve stakeholders that are no Jira users or rarely access Jira
Multiple, threaded discussions make it much easier to keep track of input

For more details, read the internal usage recommendations.

Jira Service Management

For JSM projects, Teams for Jira offers a great opportunity for internal as well as customer communication.

Jira Service Management portal in Microsoft Teams

To give your internal customers the best possible support, it’s vital to make opening service requests as easy as possible. Not only makes this life easier for your customers, it also avoids situations where communication happens outside Jira (e.g. via emails).

Customer communication via chat

After your customers raised a new service request, get back to them much quicker by starting a new Teams chat from Jira. You’ll notice improved response times and much quicker ticket resolution.

This does also work for internal communication, should you prefer having group chats instead of channel discussions!

Read more about starting a chat from Jira.

Internal triage of issues via Teams channels

Should it be necessary to involve other colleagues in solving a tricky service request, just post it to your internal agent channel. Coming soon: Post escalating or SLA breached tickets to your internal channel using Jira Automation!