Frequently Asked Questions (FAQ)
Q: What version of JSM is required to use this app?
A: Jira Service Management Cloud (Forge) is required. The app is installed via Atlassian Marketplace or Forge CLI.
Q: Can I use Live Chat on multiple portals?
A: Yes. From the app configuration, an administrator can add multiple service portals and define for each one its project, Service Desk, request type, welcome message, and closing statuses.
Q: Why don't I see the Live Chat button on a portal?
A: The widget only appears on portals that the administrator has configured and enabled. Check that you are on the correct portal or ask the administrator to review their configuration.
Q: What is the difference between deactivating and deleting a portal?
A: Unchecking Active hides the widget, but you can reactivate it while keeping its data. Deleting it removes the app configuration for that portal; requests and conversations that already existed in Jira are not deleted.
Q: Why don't I see Live Chat on my project page?
A: The tray only appears on the Live Chat page of JSM projects that have an enabled Live Chat portal and for authorized users. If the project is not configured or you are not authorized, the page is not shown.
Q: Why don't I see Live Chat if I have access to the project?
A: The administrator can restrict the tray to certain users and groups per portal. If you are not authorized, you won't see Live Chat in the sidebar. Request access from the portal administrator.
Q: What do the Unassigned, My chats, Assigned, and Closed queues mean?
A: Unassigned shows open chats without an agent; My chats shows those assigned to you; Assigned shows those assigned to any team agent; and Closed shows finished conversations in read-only mode.
Q: Where can I view a chat that has already been closed?
A: Authorized agents can open the Closed queue to view the history, request details, and link to the ticket. This queue is read-only: it does not allow responding, assigning, or resolving conversations.
Q: Why does a chat move from Unassigned to My chats after responding?
A: When responding or resolving from Jira, the request is automatically assigned to your user. That's why the conversation leaves the Unassigned queue and appears in My chats. A response from the customer on the portal does not assign the chat to the customer.
Q: What happens if no agent is available?
A: The session is created and recorded in Jira. You can send messages and an agent can respond when available.
Q: How are messages stored?
A: Messages are stored as public comments on the linked JSM request.
Q: Can I use the chat as an anonymous portal customer?
A: No. The chat requires the customer to be authenticated on the JSM portal.
Q: Can I change the Polling (ms) value?
A: Yes. The administrator can change it in each portal's configuration at Apps → Your apps → Live Chat for JSM.
Q: Does the app support multiple languages?
A: Yes. The interface is available in English and Spanish, adapting to the language configured in the user's Jira session.
Q: Does the chat work on phones and tablets?
A: Yes. On small screens, the chat adapts and can display in full screen.
Q: What happens to my conversation if I reload the page?
A: The conversation is recovered from the server when you reopen the chat. Temporary connection issues do not erase it.
Q: Why can't I select a project?
A: Only Jira Service Management projects can be selected. If none are available, ask an administrator to create or enable one of that type.
Q: Why isn't a chat request created?
A: Ask the administrator to verify that the portal is enabled and that the request type includes the Description field.
What is NOT available in version 1.0.0?​
The following features are not part of version 1.0.0 and are pending for future versions:
| Feature | Description |
|---|---|
| Initial form with request type fields | In 1.0.0, the customer starts the chat by typing their query directly, without a form with additional fields. |
| Initial agent message | There is no automatic introductory message after submitting the form. |
| Attachments | It is not possible to send files or images in the chat. |
| Native JSM satisfaction survey | The Jira Service Management satisfaction survey is not integrated. |
| Local history and unread badge | There is no local history storage or unread message indicator. |
If you need any of these features, consult the product team for the version roadmap.