Teams portal app
About
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.
Admin settings Jira Cloud
Admin settings Jira Data Center
Deploy the Teams portal app đ.
The deployment follows the same way for Jira Cloud and Data Center.
Admin responsibilities
With the Teams portal app, the Jira admin needs configure it first in the admin settings (see screenshot above).
Once the portal is configured, the installation process can start within MS Teams. This is the point at which the MS Teams administrator takes charge.
At some point it can also be the individual user. See below table for details.
The installation in MS Teams can be done either:
via an individual user (with permissions to upload third party apps)
via a Microsoft Teams admin to upload the portal centrally
| Responsibility | To Do | |
|---|---|---|---|
Step 1 | Jira admin | Activate Teams feature globally or for specific projects | |
Step 2 | Microsoft admin/ | ||
Step 3 | Microsoft admin/ | Teams portal app | |
Step 4 | Microsoft admin | Approve Microsoft 365 access | |
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).
đ You can now do the following in MS Teams:
Raise support tickets right from MS Teams
Get an overview of open tickets under âmy requestâ tab
Access (detailed) ticket information
Leave Jira comments in your ticket
đ 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
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 âportal botâ 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
JIRA ADMIN
When setting up the customer portal in MS Teams for the first time, youâll need to configure the âframeworkâ first. Read the more detailed explanation of all options in the table below.
Customer portal framework
Configure your portal
Set-up the framework of your portal in MS Teams here.
Select a name, choose an icon, and determine which JSM portal you would like to integrate and display in MS Teams.
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 | đ 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
Further configuration
Decide on a few more options for the set-up of your portal in Microsoft Teams.
Learn more on the options and their explanation in the table below.
Create portal customers on demand | In case you donât 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 donât want this, turn this option off. đ 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 | As this uses preview/private Atlassian functionality, itâs 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 âShared withâ field | Toggling this option on, it will hide the âshared withâ field from your create request screen. However, it will be displayed when opening up existing requests under âmy requestsâ. |
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. đ 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.
Customer portal in Outlook
If youâre using the customer portal in Microsoft Teams, youâre also able to use your customer portal in Outlook.