One of the common expectations customers have when contacting a support team is:

“Can I speak directly with a support agent instead of waiting for an email response or raising a ticket?”

Traditionally, customers had to submit a request through the service portal and wait for an agent to respond. While this works well for tracking issues, it may not always be the best experience when customers need immediate assistance.

This is where Live Chat in Jira Service Management comes in.

With Live Chat, customers can connect with support agents in real time, making it easier to ask questions, explain issues, and get assistance without waiting for a traditional support response.

What Does Live Chat Do?

Live Chat allows customers to interact with support agents directly through the service portal.

When a customer requests human assistance, the conversation becomes available in the Live Chat inbox, where agents can review and respond to incoming chats.

Agents can:

• View new incoming chats in the Unassigned queue.
• Claim chats and take ownership of conversations.
• Respond to customers in real time.
• Review previous conversations and related work items.
• Manage active and previously closed conversations.

This gives support teams a centralized place to manage customer conversations.

How Does It Work?

Imagine an employee is facing an issue with their laptop and needs immediate IT assistance.

Instead of creating a support request and waiting for an update, the employee can start a conversation through Live Chat.

The conversation appears in the support team’s Live Chat inbox under Unassigned.

An available support agent can claim the chat and start interacting with the employee.

The agent can ask questions, understand the problem, and guide the employee through possible solutions.

If the issue requires further investigation, the conversation context can be retained in the automatically created work item, allowing the team to continue tracking the issue.

This helps connect real-time communication with the regular service management workflow.

Manage Conversations More Efficiently

Live Chat also gives agents better visibility into incoming and ongoing customer conversations.

For example, agents can:

• Check the Open Chats queue for conversations waiting to be handled.
• View My Chats to manage conversations they have claimed.
• Review Recently Closed conversations when they need to refer to previous interactions.

If no agent is available to respond, the request can still be captured as a work item so that the customer’s issue is not lost.

Why Does This Matter?

Customer support is not just about resolving issues, it is also about making the support experience easier and faster.

Live Chat helps organizations:

• Reduce delays in customer communication.
• Provide immediate assistance for common queries.
• Improve the overall customer support experience.
• Give agents better visibility into incoming conversations.
• Maintain a record of customer interactions through related work items.

By bringing real-time conversations into Jira Service Management, support teams can manage customer communication and issue tracking more effectively.

With Live Chat, organizations can move beyond traditional ticket-based communication and provide customers with a more direct way to connect with support teams.

Whether it is a quick question or an issue that requires further investigation, Live Chat makes it easier for customers to reach the right support team and for agents to manage conversations efficiently.

It is a simple addition to the support process that can make a meaningful difference in the overall customer experience.

About Canarys Automations

As an Atlassian Gold Partner, we help organizations maximize the value of Atlassian tools through expert implementation, customization, and reliable support across the entire Atlassian ecosystem. Partner with us to enhance collaboration, streamline workflows, and drive business success. Contact us at atlassiansupport@ecanarys.com to get started.