Introduction to Jira Live Chat (DC)

Jira Live Chat (DC) is a Jira Service Management Data Center add-on that enables real-time communication between service portal customers and support agents. Each conversation is automatically linked to a JSM request, so the team can review the complete history without leaving Jira.

Main Features

• Portal chat widget: Customers can start a chat directly from the JSM service portal. In addition to a summary and description, the administrator can request other information relevant to each request type.

• Per-portal configuration: Administrators can configure multiple service portals independently. The widget appears only in portals that are enabled.

• Agent tray: Authorized agents manage sessions from the project sidebar, with queues for unassigned chats, their own chats, all assigned chats, and closed chat history.

• Controlled inbox access: Administrators can decide which users and groups can handle chats in each portal. Global administrators retain access.

• Configurable initial form: Each portal can request additional information before creating the request, such as text, numbers, dates, selections, checkboxes, or cascading lists.

• Initial conversation message: After submitting the form, the customer can receive an introductory message as the first chat bubble and, when configured, choose an option to describe the inquiry.

• Automatic request creation: Each new chat automatically creates a JSM request, with messages stored as comments on the request.

• Attachment support: Both customers and agents can attach files to the conversation. Files are stored as native request attachments in Jira, with inline previews for images and download links for other types.

• Session persistence: Conversations are preserved in the browser when customers reload the page or close and reopen the widget.

• Mobile experience: The widget adapts to small screens and can use the full screen for easier reading and typing.

• Administrative configuration: Administrators can configure Polling (ms), the welcome message, and closing statuses from the Manage apps panel.

• Satisfaction survey: After a chat is closed, the customer can complete the standard JSM satisfaction survey when it is enabled for the project.

• Automatic assignment: When an agent replies to or resolves a conversation from Jira, the request is automatically assigned to that agent.

This add-on is ideal for support teams that need to provide real-time assistance from multiple JSM portals while keeping the complete conversation history linked to the request for later review.