You first need to create an account on the Chatlio website, which will give you the option to configure the embedded chat with one Slack channel.
#Jira client interaction code#
It integrates directly with your existing Slack channel, and provides one code in the form of a widget that can be embedded into any HTML page. We found one amazing plugin called Chatlio. Here’s our solution… Slack with Chatlio: Embedded chat However, it wasn’t the situation for this use case, as customers were external. There are cases when Hipchat can be a very good solution, such as if your customers are internal and they have access to the tool. In most cases, a live chat feature is more convenient for the service desk team. Furthermore, many customers feel more comfortable using chat instead of calling. However, what if you want a more personal interaction with customers? Many organizations have a dedicated phone support so agents can talk directly to customers, but in this case they still do need to raise a ticket on behalf of the customers. The Customer Portal is especially useful as it integrates with Confluence, giving you the power to create a knowledge base for your customers so they can find the answers on their own, thus reducing your agents’ workload. These different options enable the customer to reach out when they need help. API (Raise tickets through programming).Jira (agents can raise a ticket on behalf of customers).There are primarily four ways you can raise a ticket in Jira Service Desk:
#Jira client interaction update#
Update the Jira tickets from the Slack chat Why Jira Service Desk live chat? Create tickets in Jira Service Desk from the Slack live chatĤ. Embed a live chat system that can be displayed in any internal web applicationģ. Leverage the existing Slack application in the organizationĢ. However with a couple of extra plugins and apps this isn’t a major problem.ġ. Unfortunately there isn’t an out-of-the-box solution in Jira Service Desk. Slack was heavily adopted internally, so they inquired if they could have an embedded live chat feature with the ability to raise a ticket in Jira Service Desk from a Slack chat window. They wanted to use Jira Service Desk as their central ITSM solution, however the main requirement was to provide a live chat feature for customers that could be embedded into any web application used within their organization.
Recently we worked with a company in the media industry that needed a better way to chat with their clients. Sometimes, this means implementing live chat support is a critical element to your ITSM solution. Customer satisfaction is produced by finding the right combination of ITIL best practices, experience and knowledge around Jira Service Desk, along with customizing your service to your client base. We believe providing great customer service is more of an art than a science, which is why Jira Service Desk is flexible enough to meet the needs of different organizations across every industry. To be blunt, at Valiantys we love Jira Service Desk.
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