Frequently Asked Questions (FAQ)
Q: Which app version does this documentation describe?
A: The current version is 1.1.1 (Forge 2.1.0).
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. Anonymous chat is not available. You must be authenticated on the JSM portal.
Q: Do I need a Jira license to use the chat?
A: No. If you are an authenticated portal customer and the requester of the conversation, you can read the agent's messages and reply, including with attachments, even without a Jira license. Only the requester and agents see that conversation. A third account cannot see it, and a closed chat does not accept messages or files.
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 tray and the widget are available in English and Spanish and follow your browser language, not a selector inside the app. The administration panel follows your Jira profile language.
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.
Features in the current version​
Q: What fields can the pre-chat form request?
A: Those the administrator chooses from the portal's request type. Summary and description are always present. Supported fields: text, number, date or date and time, single select, multi-select, and cascading select. If the portal has no form, the chat starts directly with your message.
Q: Can I send files or images?
A: Yes. Customers and agents can attach up to 5 files per message, with the picker or by pasting. Files are stored as attachments on the JSM request. Images are shown in the conversation and other files are downloaded. In a closed chat, no messages or files are sent.
Q: Is the satisfaction survey part of the app?
A: No. It is the native Jira Service Management survey. The administrator decides whether it is required to open another conversation.
Q: Where can I see my previous conversations?
A: The chat button remembers up to three recent requests in that browser. That history does not replace the active conversation (which is recovered from the server) and it is not the agent's Closed queue.
Q: What happens if the portal has no form or initial message?
A: The chat starts as in version 1.0.0: you type your query and send it. The form and the initial message are optional per portal.