Embed your Jira Service Management customer portal in Microsoft Teams and let your customers quickly raise new requests without leaving Microsoft Teams.
Configuration Jira Cloud
Good to know: You can add several customer portals! We recommend to use multiple portals in one app in case you want customers to see all service project portals at a glance.
Tip: If you have dedicated service desks for a specific user group, we recommend using individual customer portal apps per service desk.
Options & explanations
1. Custom app compatibility mode
In case you are using apps that rely on a custom UI in the portal, e.g. Forms, 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.
2. Create customer users 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.
Please note: In this case, the user will see an error message in Teams.
3. Collect CSAT
(=Customer Satisfaction Score)
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 (successfully) solved.
4. 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’.
5. Disable knowledge base article suggestions
Whenever a new request is raised, our app automatically refers to your knowledge base articles to provide a possible solution to their current problem. Probably the ticket won’t be raised in the first place as the user maybe has found an adequate solution in an article.
However, if you prefer to not see any knowledge base article suggestions in your customer portal, you can activate this option.
6. Native portal look and feel
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 we can sync the customizations from the web portal. We recommend creating a service user with access to the portal (e.g. firstname.lastname@example.org) and create the API token using this user.
Teams chat notifications
Jira Service Management chat notifications via bot: When creating a new Microsoft Teams chat in a JSM ticket, you can choose to post updates via the JSM bot about the request as an adaptive card into the chat (including CSAT collection).
The customer portal app needs to be installed first in Microsoft Teams. Just then you can enable notifications (see below “set up”).
Our notifications bot can only be used for JSM projects. We’re currently working on making it available for all Jira projects.
Check out these links before moving on:
Please refer to the “Distributed / company-wide installation” section on this page
Local installations (“sideloading”) will not work for testing the chat notifications feature. The app must be available via your organizations app catalog.
The bot can currently only be installed into one customer portal in Teams.
When installing the bot into one of your customer portals, it sends requests updates into the respective MS Teams chat keeping the reporter in the loop about their ticket. The bot sends information any time there are changes made to the ticket (e.g. chats started, meetings scheduled etc.).
The bot only works for customer facing chats where the reporter is part of the chat.
See below and check out the steps to take for enabling notifications for your Teams app.
Jira Server & Data Center
Deployment / Rollout
To deploy the app (.zip-file) you just downloaded from the configuration page (see above), you have different options.
It’s recommended to test the app for yourself first by using a local installation.
Option 1: Local installation
The app needs to be configured in Jira first. Follow steps for Jira Cloud or Jira Server!
To test the app locally, you can upload it directly from Microsoft Teams. It may be possible that your company has disabled installing apps, so you may need the help of a Microsoft 365 administrator in your company.
Option 2: Distributed / company-wide installation
If you finished testing and want to provide the app to your end-users, you have different options to do this. Usually, you’ll need the help of a Microsoft Teams administrator to use the following distribution options.
In case you want to learn more about general concepts of apps in Microsoft Teams, we recommend reading the official documentation.
If you are a Microsoft Teams administrator, but not an active Teams user, the app icon might not display correctly.
1. Via Microsoft Teams company-wide app (manual)
2. Via Microsoft Teams admin policy (automated)
In case you want to make sure that a certain set or all users actually have installed the app by default - e.g. to increase visibility - you can also do this.
App not appearing for all or certain users
It may take up to 24 hours for the app to be visible for users in Teams.
As the app is considered a “custom app”, certain restrictions in your Microsoft Teams admin center might apply. Make sure you have allowed custom apps and the app permission policy actually allows custom apps - you are also able to only allow this app in particular, in case you don’t want other custom apps to run.
A good point to start is the Manage apps section in Teams:
More information can be found in the Microsoft docs:
User sees error “customer with email address not found”
See here: Customer user authentication error
There are a few limitations to be aware of, due to the nature of the app. As we cannot just embed the official Jira Service portal in Teams, it’s a custom app that tries to mimic the normal customer portal as closely as possible.
We currently support many custom fields that you can configure to your Jira Service Management portal view. As it’s a manual effort for certain kinds of fields, we do not support all possible fields out of the box. In case the screen to create a new request is missing any crucial fields, please don’t hesitate to get in touch, we’ll try to add the field in an upcoming version.
Third party app compatibility
Another limitation of re-building the functionality is the missing app support. In case you do have custom apps from the Atlassian Marketplace to extend your customer portal (like ProForma forms), unfortunately we can’t show the app in Teams. We are in early evaluation of supporting certain apps, but in the meantime, please use the “Compatibility mode” toggle in the Jira configuration page for a workaround. Instead of opening the form in Teams itself, a click on the request type in the app will then open in the users browser, where they will be able to complete the request.
Customer single-sign-on using email address
As of today, Atlassian does not provide a good way of authenticating / identifying customers externally. To avoid having customer users go trough a weird workaround of a login flow, we decided to start with a simple single-sign-on, based on the users email address. In most cases, this should just work out of the box, e.g. when the users email address in Outlook / Microsoft 365 is the same as in Jira.
However, there might be certain cases (e.g. email aliases, hybrid setups), where the email address does not match. Please see our dedicated troubleshooting article (Customer user authentication error) or reach out to our support!