MS Teams integration with JSM - user access

[José Eduardo Pérez Beltrán]

We plan to integrate MS Teams with JSM. We are assuming that a non-licensed user can use the chat to raise a ticket, is it feasible?  Thanks

[Britta Neugebauer _yasoon_ · Accepted solution]

Hi there @José Eduardo Pérez Beltrán ,

happy new year! As an alternative solution, you might want to let your MS Teams users raise tickets via the JSM portal in a custom Microsoft Teams tab. This works the same as the web portal, but is far more easy to access for non-Jira users. With the integration Microsoft 365 for Jira, your JSM service agents can then chat with the internal customer in the corresponding Jira issue via MS Teams. Both can stay in their preferred tool.

Have a look here: On point demo: Microsoft Teams meets Jira – Microsoft 365 for Jira - YouTube

Please note that I work for yasoon, so I am a fan of the app :-)

Hope that helps, all the best,

Britta

[José Eduardo Pérez Beltrán]

Thanks Britta.

So in this case, if we install the plug-in, any MS Teams user can rise a ticket, right?

Another question, the cost of the plug-in, is based on the number of JSM agents?

Thanks

[Britta Neugebauer _yasoon_]

Hi there @José Eduardo Pérez Beltrán

Yes, MS Teams users can raise tickets in the JSM portal directly in Microsoft Teams. It works just the same as the Jira Service Management web portal.

Jira Cloud apps are priced based on the maximum users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Management (10 agents) on the same instance, you pay the 50-user price for apps.

You can start a free trial first to see if the plug-in suits your needs.

All the best,

Britta

[Trudy Claspill]

Hello @José Eduardo Pérez Beltrán 

Welcome to the Atlassian community!

Are you talking about a user of MS Teams that is not a licensed user of JSM?

This document talks about raising Service project issues from MS Teams:

https://support.atlassian.com/jira-service-management-cloud/docs/create-issues-in-microsoft-teams/

I believe the user would need to be a Customer of the Service project. I'm actually not sure how it would handle a request from a user that was not already a Customer. I have not had to work through an MS Teams/JSM integration.

[José Eduardo Pérez Beltrán]

Thanks Trudy.

Are you talking about a user of MS Teams that is not a licensed user of JSM? Yes, that is the case. Let me take a look on that guide. I´ll let you know

[Anthony Egenti]

Any more details on this please?