Slack Assist: 'Create channel' option missing from JSM tickets – Chat channel field not available

[Harry Mora]

Hi everyone,

I’m trying to set up Slack Assist with Jira Service Management (Cloud) and I’m stuck on one issue:

Even after successfully connecting my Slack workspace and setting an agent channel, the option to “Create channel” does not appear in any of my JSM tickets.

Here’s what I’ve done so far:

Slack is connected at the project level via Project settings > Chat

The agent channel has been created and linked successfully

Atlassian Assist has all necessary permissions (including channels:manage, groups:write, etc.)

The /assist command works in Slack, and I can raise requests

Created tickets directly from Slack using Assist

Verified I’m working in a JSM project and I’m a full agent

Tried to add the "Chat channel" field in the ticket layout (••• > Configure) – but the field doesn't exist

Reconnected and reinstalled the Slack integration several times

[Marc - Devoteam]

Hi @Harry Mora 

Welcome to the community.

This feature is only available on a premium tier subscription.

See https://support.atlassian.com/jira-service-management-cloud/docs/create-a-chat-channel-from-an-incident/