User Guide for Chat For JIRA Service Management

Owned by Vishwajeet Singh
Last updated: Jan 05, 2021
3 min read

To get started refer to Quick Start Guide .

View chat history

Complete history of chat is available to be accessed later and reviewed . To access old chats click on Show Old Chats option available at bottom left hand side as shown below

Chat list will appear as show below

 

Click on indvidual chat from list to view messages and create issue from chat

 

Create Request(Issue) from active/close chat

Create Issue action on chat is available on top right hand corner of chat window

Create Issue action on old chat is available on top right hand corner above chat messages list

After you click on create issue link below shown dialog box appears . Select appropriate request type to create issue .

 

Advance customization for Customer Portal

You can control following items for customer portal chat UI

  • Change chat icon appearing on portal, you can upload your you customer image of dimension 60x60 and less than 50KB. Supported formats for image are PNG, JPG, JPEG

  • Change chat widget header backouground and text colors

  • Set customer welcome & offline message for your customers to see

To perform these actions you need to go to Chat Settings under project settings , you will land on a page as shown below . If Enable portal checkbox is not checked none of the settings will appear so as first step you need to enable chat on portal by clicking on checkbox.

 

Embedding chat widget on your website beta feature

Go to chat settings page under project settings , you will see website widget code section as shown below. Click on Generate hyper link it will generate javascript which can be embedded on website

Copy javascript code and embed the code inside body tage of your web page

Chat widget will appear on your website as shown below