Our Key Features

• All messages sync in real-time. They added as Jira issue comments:

• Support template variables in Jira issue summary and description fields.

• Support mappings LiveChat variables to Jira text custom fields.

• Auto-closing Jira issues feature with desired resolution and status.

• Detailed sync status and flexible configuration.

• Private gateway setup option(having own gateway server) [BETA]

• Widget on the LiveChat side(you can navigate Jira issues right from the LiveChat chatting window and you can change Jira issue status right from the widget as well):
  
  

  Open

  

Real-Time service desk issues creation with comments for Jira Service Desk data center.

Installation

Install the app on the livechat side.

Navigate “LiveChat“ marketplace and find “Sync for Jira Service Desk DC“ app and then install it.

Open

As a final step on the LiveChat side please click the “Finish Installation“ button and complete the installation.

As the result you will see a confirmation window:

Install and configure the app on the Jira SD DC side

After you install the app in Jira SD you will have the following configuration page:

Establish LiveChat connection

In order to connect your livechat account to Jira please click the “Establish Connection“ button.

Without this step this integration will not work. After connecting your account to Jira you will see your organization information block and confirmation that all good with the connection, for example:

Configure template

All incoming chats on the LiveChat side will be converted into Jira issues by template you define.

All possible variables that are used as placeholders in text you can find in tooltips. By clicking variables in a tooltip it adds selected variable to the end of the template pattern(issue summary and description part).

Jira Issue auto-transitions

It’s possible to configure auto-closing for Jira issues according to the livechat events. For example when chat is closed by customer:

Field mappings

It’s possible to map livechat fields with Jira text based custom fields by clicking an “Add Fields Mapping“ button.

Final steps

1. Before you click “Save“ it’s important to click “Validate“ button first and then if everything is fine the app will let you to click “Save“ button and save the configuration.

2. Please don’t forget to enable LiveChat event on the admin page on the top of configuration:
   
   

3. Please make sure that you selected Service Desk project type.

4. Please make sure to register LiveChat Agents in Jira.

5. Agents should have permissions at least for “assigned users“.

6. Please select default reporter and service user:
   
   

   If users selected correctly then you will see Jira Comments created by service user: