Teams portal app

Embed your Jira Service Management customer portal in Microsoft Teams and let your customers quickly raise new requests without leaving Microsoft Teams.

The installation process can be completed in a few steps by following the provided instructions from within the admin settings.

Ensure that you have your Jira and Microsoft Teams administrators available.

Install Teams portal app

The installation & deployment follows the same way for Jira Cloud and Data Center.

Who is in charge

The table below provides an overview of admin responsibilities and actions to set-up the customer portal app for your team.

Step	Responsibility	Action
1	JIRA ADMIN	Sets-up the portal in Jira.
2	JIRA ADMIN	Edits the customer portal for the deployment in MS Teams.
3	JIRA ADMIN	Downloads the custom app (.zip file). This file needs to be uploaded in MS Teams.
4	MS TEAMS ADMIN	Deploys the app in MS Teams / upload .zip file. Watch our demo video below, which outlines the concrete steps to do so.

Set-up guide

The demo below shows you how to install and deploy the customer portal app for your team, starting from the Jira admin settings and finishing in MS Teams.

As mentioned above, the Jira and MS Teams admin need to take action to provide an accurate deployment.

In case you want to learn more about general concepts of apps in Microsoft Teams, we recommend reading the official Microsoft documentation.

Please note: If you are a Microsoft Teams admin, but not an active Teams user, the app icon might not display correctly.

Benefits

After installing the portal in your MS Teams, you will be able to use JSM features right in Microsoft Teams e.g. raising support tickets from MS Teams (see below screenshot).

✅ You can now do the following in MS Teams:

Raise support tickets right from MS Teams
Get an overview of open tickets under “my request” tab
Access (detailed) ticket information
Leave Jira comments in your ticket

✅ You can do the following in Jira:

Reach out to customers from Jira via MS Teams chat
(this feature does not require the installation of our Smart Connect app)

Relevant facts

📌 Please consider the following:

The installation of our Smart Connect for Jira app is not a prerequisite for the Teams portal app!
The portal app is only required to use JSM features in your MS Teams.
The ‘portal bot’ can only be installed in one customer portal in MS Teams (see below).
Chat notifications for JSM projects are configured via Preset: Teams.

Customer portal settings

When setting up the customer portal in MS Teams for the first time, you’ll need to configure the ‘framework’ first. Read the more detailed explanation of all options in the table below.

Customer portal framework

Teams app name	Give your portal a descriptive name that will be displayed in MS Teams.
Teams app icon	Choose from a set of icons for your portal. This icon will be visible in MS Teams sidebar.
Jira Service Management portals shown in Teams	📌 Please note: Our bot can only be installed in one of your JSM portals. Thus, it is only the connection between this portal and MS Teams.
Banner image URL	Choose a suitable banner image for your portal in MS Teams.

Customer portal settings

Create portal customers on demand	In case you don’t sync all your customer users automatically from Microsoft Azure AD, there might be cases where a Teams user does not have a customer user yet. By default, we will create a new customer user on demand, the first time a user accesses the portal from Microsoft Teams. In case you don’t want this, turn this option off. 📌 In this case, the user will see an error message in Teams. Read also: customer single sign on.
Collect CSAT	REQUIRES NOTIFICATIONS This option can only be used when chat notifications are available and set for the respective service desk in your Teams settings (mandatory). By toggling this option on, you will be able to collect feedback after a request has been resolved.
Native portal look & feel EXPERIMENTAL	As this uses preview/private Atlassian functionality, it’s turned off by default. In case your users expect the portal to look more similar to the original web-based portal (e.g. portal icons, description texts & announcement banners), you can use this option to configure it. After enabling it, you'll need to create a new API key so that we can synchronise the customisations from the web portal. We recommend that you create a service user with access to the portal. (e.g. portal-customization@yourcompany.com) and create the API token using this user.
Disable “Shared with” field	Toggling this option on, it will hide the “shared with” field from your create request screen. However, it will be displayed when opening up existing requests under “my requests”.
Disable knowledge base article suggestions	Whenever a new request is raised, our app automatically refers to your Confluence knowledge base articles to provide a possible solution to their current problem. It's likely that the issue won't be raised at all, as the user may have found an appropriate solution in a Confluence article. However, if you prefer to not see any knowledge base article suggestions in your customer portal, you can enable this option.
Custom app compatibility mode	In case you are using apps that rely on a custom UI in the portal, turn on this option to open the final step (creating the request) in a browser pop-up window in Teams. 📌 To learn more about the app compatibility mode, please see the limitation section: App compatibility mode .

Forms

With the latest version of Microsoft 365 for Jira, Forms are fully supported in your customer portal app in Microsoft Teams.

Use forms in your customer in portal.

Customer portal in Outlook

If you’re using the customer portal in Microsoft Teams, you’re also able to use your customer portal in Outlook.

Access your portal in Outlook.