Live Chat Tray

The agent tray integrates into the JSM project sidebar, following the pattern of the Queues and Customers sections. It provides a centralized view for managing all active chat sessions.

Accessing the Tray

1. Navigate to a Jira Service Management project.
2. In the project sidebar, locate the Live Chat section.
3. Click on Live Chat to open the active sessions view.

Three-Column Layout

The tray is organized into three columns for efficient conversation management:

Column 1: Active Sessions

Displays the list of all active chat sessions in the project.

• Customer: Name of the customer who started the chat.
• Summary: Brief description of the chat reason.
• Status: Visual indicator of the status (active, awaiting response, closed).
• Elapsed time: Time since the last message.
• Click on a session to select it and view its conversation in the center column.

Column 2: Conversation

Displays the message history of the selected session.

• Message bubbles: Customer messages appear left-aligned; agent messages appear right-aligned.
• Attachments: Click the attach icon to select one or more files from your computer. Images are previewed inline; other files show a download link.
• Reply field: At the bottom, type your message and click Send or press Enter.
• Assign to me: Assigns the request to your user to manage the conversation.
• Resolve: Closes the chat session and resolves the associated issue.

Column 3: Request Details

Shows the information of the JSM issue linked to the session.

• Summary: Issue title.
• Description: Description provided by the customer when starting the chat.
• Requester: Customer who created the chat.
• Created date: When the session was started.

Closing a Session

When the customer's issue has been resolved:

1. From the conversation column, click Resolve.
2. Confirm the action. The issue will be marked as resolved and the chat session will end.
3. The customer will see a message indicating that the chat has been closed.