Live Chat Tray
The agent tray appears on the Live Chat page of a JSM project when you are authorized to handle chats on that portal. From there you can find, assign, respond to, and resolve conversations.
Accessing the tray
- Navigate to a Jira Service Management project.
- In the project sidebar, click Live Chat.
- The tray will open with the conversation queues.
If the portal is not enabled or you are not authorized, Live Chat will not appear in the sidebar. If you access the tray by URL, you will see a message that you don't have access or that the portal is not configured.
Conversation queues
The tray has four queues. Select the tab that corresponds to what you need to handle:
Unassigned
Shows open chats that don't have an agent assigned yet. This is the recommended queue for taking new conversations.
My chats
Shows open chats assigned to your user. Use it to continue conversations you are already handling.
Assigned
Shows open chats assigned to any agent, including your own chats. Use it to view work being handled by the team.
Closed
Shows conversations that have already ended according to the portal configuration. This queue is read-only: you can review the history, requester, assigned person, and link to the request, but you cannot send messages, assign the conversation, or resolve it again.
Three-column layout
The tray is organized in three columns:
Column 1: Conversations
Shows the conversations in the project for the selected queue. You can see the customer, summary, and time since the last message. Click a conversation to open it.
Column 2: Conversation
Shows the message history for the selected session.
- Response field: Type a message and click Send or press Enter.
- Assign to me: Assigns the request to your user without needing to respond.
- Resolve: Opens the dialog to close the request and chat session.
Column 3: Request details
Shows the summary, description, requester, and creation date of the linked JSM request.
In a Closed conversation, this information is shown for reference and the respond, assign, and resolve actions are not available.
Auto-assignment
When you respond to a chat from Jira, the request is automatically assigned to your user. If you resolve the conversation, it is also assigned to you before closing. This is why a conversation can move from Unassigned to My chats after you respond or resolve it.
A response sent by the customer from the portal does not assign the conversation to the customer. If Jira cannot update the assignment, the comment or resolution is completed anyway.
Resolving a conversation
When the customer's problem has been resolved:
- From the conversation column, click Resolve.
- Add a comment if Jira requests one.
- Choose the resolution when that option appears and confirm.
- The request will be closed using an available option in its workflow.
- The customer will see a message indicating that the chat has been closed.
If there is a problem closing the request, Jira will display the reason so you can correct it.
