IT Service Management

Solution use case 01

Request management

Give your employees and customers an easy way to request support from your Jira service desk and a seamless request management tool for your teams.

Teams who trust us

Main benefits

Meet all users where they are with conversational ticketing, an easier way to request support while taking pressure off your support teams.

More choices, better experiences

Improve customer satisfaction (CSAT) with your service desk by allowing employees and customers to use Slack, Microsoft Teams, WhatsApp, and live chat to request a service.
Request management

Reduced service desk ticket volume

Harness the power of AI and automation to encourage employees and customers to self-serve and optimize your team’s workflows.
Request management

Enhanced workflow visibility

Jira integrations with Slack and Microsoft Teams ensure that all requests are captured, so nothing is ever lost.
Request management

More benefits

Visibility icon

Enhanced workflow visibility

Create and update Jira issues from chat tools without switching context.

Chat icon

Chat-based approval routing

Route approval workflows through chat tools to help speed up service resolution.

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Robust agent support toolset

Agent tools such as internal and external comments, off-hours, automatic replies, and more.

Assignment icon

Admin dashboard & advanced reporting

Enterprise-ready app management and reporting so teams can spot bottlenecks and optimize processes.

Supporting apps 02

Apps that enhance this solution use case


Chat for Jira Service Management

Improve first response and resolution time SLAs with a live chat widget on your customer portal or website. Customers will have an easy way to request support in real time and all live chat conversations are synced in Jira Service Management.

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Canned Responses Pro Templates for Jira

Spend less time on repetitive tasks and more time helping customers with dynamic templates for common tickets in Jira Service Management, bug reports, story points, feature requests, and other tasks in Jira Software.

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Integrate Jira Service Management and Slack with HelpDesk+ to give your employees an easy way to request IT and general support. The app’s AI-powered chatbot also empowers employees to self-serve while reducing service desk ticket volume.

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Slack Integration+

Integrate Jira Software with Slack or Microsoft Teams to give your employees an easy way to request development support. Integration+ offers a seamless two-way integration to simplify service request management and speed up resolution times.

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This app is a HUGE time saver for us, a true must-have for a high-volume service and support team!

Shey G.

This is the best way to integrate chat as an additional communication channel to Service Desk. Works perfectly within the portal, mobile screens, and external websites. The (auto-refreshing) agent issue view allows agents to interact with the customers from within JIRA naturally.

Thomas K.

We have recently automated our whole service desk experience, and Canned responses made it that bit simpler.

Daniel T.

Resources & news 03


Access helpful content, from guides to webinars, podcasts, and more.

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