Conversations for ITSM
- Jira Service Management
Instantly add omnichannel support to Jira Service Management
Choose a request type per channel
You can configure a custom request type for each channel that you add to your Jira Service Desk project(s). This allows agents to quickly identify the communication channel.
Conversations for Jira Service Desk supports WeChat, Instagram, Facebook Messenger, Whatsapp, SMS, email, Line and Telegram.
Powered by MessageBird
By integrating with MessageBird, Conversations for Jira Service Desk can support any channel that they provide. If you have a MessageBird account, you can immediately connect new channels to Jira Service Desk.
To use Conversations for Jira Service Desk, you will need a MessageBird account. You can create an account here: https://dashboard.messagebird.com/sign-up
After installing Conversations for Jira Service Desk, you will need to provide your MessageBird API Key. This can be found in the upper-right corner of the MessageBird Dashboard. For more information you can visit the MessageBird Help Center.
MessageBird offers an omni-channel experience, allowing you to communicate with your customers via SMS, WhatsApp, Telegram, Facebook Messenger and many other channels. Each channel can be linked to one Jira Service Desk project. Conversations for Jira Service Desk will create a new support request whenever a new conversation is started.
Prior to linking MessageBird channels to Jira Service Desk projects, please make sure to setup the channel in your MessageBird dashboard. Some channels may require you to contact MessageBird support for assistance.
Privacy and security
Conversations for ITSM integrates with your Atlassian product. This remote service can:
- Act on a user's behalf, even when the user is offline
- Administer the host application
- Administer Jira projects
- Delete data from the host application