Portal Chat

The Jira Live Chat (DC) widget lets you communicate in real time with support agents from the JSM service portal.

The administrator decides which portals offer it. If the current portal is not enabled, the Live Chat button will not appear and you can use the portal's other help options.

On desktop, the chat window uses more screen space so you can read more of the conversation at a glance. On mobile devices, the widget adapts and can use the full screen without changing its behavior.

Starting a chat

1. Access your Jira Service Management service portal.

2. In the bottom-right corner, locate the floating Live Chat button.

3. Click the button to open the widget.

4. Complete the start form:

   • Subject: A brief title for your inquiry.
   • Description: Explain your issue or question in detail.
   • Any additional fields configured by the administrator for this portal.
   • If a cascading list appears, select the primary value first and then the related option, such as Region and Office. Both values will be recorded in the request.

5. Click Start conversation to submit your request.

The request is created in the Service Desk associated with the current portal with all the fields you complete in the form, including the fields required by the administrator. If a field is required, you must complete it before starting the chat. The system connects you with an agent when one is available.

After submitting the form, you may receive an initial message from the team as the first conversation bubble. If the portal includes a selection, choose the answer that best describes your inquiry; the information is associated with the request and shown in the chat.

Note: You can only have one active conversation per portal. If an open chat already exists in the portal, the widget reopens that conversation instead of allowing you to create a new one. You must wait until it is properly closed (by an agent or through closing statuses) before starting a different conversation. This differs from the mandatory satisfaction survey, which activates after closure.

Sending messages

Once connected, you can send real-time text messages:

1. Type your message in the text field at the bottom of the widget.
2. Press Enter or click the send button.
3. Your messages appear in the conversation.

Sending attachments

You can attach files to your messages to provide additional information:

1. Click the file attachment icon next to the message field.
2. Select one or more files from your computer.
3. Optionally, type a message to accompany the files.
4. Click Send.

Files are stored with the JSM request. Images are previewed at full size in the thread (no cropping) and open in a lightbox on click; PDFs are readable inline; videos play with HTML5 controls. Other files display a chip with name and download link. If a file cannot be previewed, the download chip is shown and the conversation is not interrupted.

Pasting a screenshot from the clipboard

On desktop, you can also paste an image directly from the clipboard without saving it to your computer first:

1. Copy an image or screenshot (for example, using Print Screen or a screen capture tool).
2. Inside the chat, press Ctrl+V (Windows/Linux) or Cmd+V (macOS).
3. A preview of the image is shown before sending.
4. If you decide not to send it, click the remove icon to discard it before submitting the message.

Session persistence

Your chat session remains active if you reload the page, accidentally close the widget, or temporarily lose connectivity. The conversation is preserved in your browser so you can resume it when you open the chat again. It is reset only if the request no longer exists.

Using chat on mobile

On small screens, the widget adapts automatically and can use the full screen. This makes it easier to read the conversation, type, and attach files.

Chat closure and satisfaction survey

The chat ends when the agent resolves the associated request. You will receive a message indicating that the conversation has been closed.

If the Jira Service Management satisfaction survey is enabled for the project, you can rate the support you received and send comments after the chat closes. It is the same survey shown for other JSM requests, and your rating is available in Jira's satisfaction reports.

After submitting the survey, the system automatically redirects you back to the service portal. Manual navigation is no longer required.

If the survey is not enabled, the chat closes normally without showing one. If you need further assistance after closure, start a new chat from an enabled portal.

Depending on the portal configuration, you may need to complete the survey before starting a new conversation. If the survey is not required, you can start another chat without completing it.