Raise support tickets from Outlook
Embed your Jira Service Management customer portal in Outlook for customers to raise requests without leaving Outlook. It works in both classic and new Outlook versions. Check the video below for a preview.
Please note: The customer portal in Outlook is accessible only if the Microsoft Teams portal app is set-up: Get Teams portal app
Click through demo
Feature at a glance
Save time switching accounts to raise tickets. With the Jira integration in Outlook, easily access the customer portal directly within Outlook.
Add customer portal
After installing the Teams portal in Microsoft Teams, go to the “Apps” tab in Outlook to search for the customer portal.
Search for customer portal
Search for your customer portal (as you have defined the name of the Teams portal app here):
Add customer portal app to Outlook
After clicking "Add", Outlook will refresh and direct you to the customer portal dialogue. Your customer portal is available and customers can raise tickets coming from Outlook.
Raise a ticket
Users in Outlook can now raise tickets directly via the Jira Service Management portal. Right-click to pin the customer portal in the sidebar for easy access.
Overview of tickets - my requests tab
As soon as a ticket is raised, users can view its status in the “my request” tab. They can click on a request for detailed information, including a link to Jira, and see past communications (e.g., planned meetings, Teams chats). See the demo video for more details.
Feature configuration
To use Jira features in Outlook (like creating Jira issues from emails), a connection between Jira and Outlook must be established. This setup requires your Jira and Microsoft admin (refer to: Admin configuration).
User configuration
Users can integrate the customer portal into Outlook by clicking the “Add Apps” button (refer to: demo video). Further configuration of the portal is unnecessary and is handled by the Jira and Microsoft Teams admin during initial setup.
Admin configuration
To begin, install and deploy the Teams portal app (free). This task must be performed by the Jira and Microsoft Teams admin.
The Jira admin needs to set-up the portal in the admin settings first.
After, the Microsoft Teams admin centrally deploys the Teams portal app to all users/teams.
Simply follow the Jira admin settings instructions, referring to the installation process.
Useful links
Make sure to deploy the customer portal in Microsoft Teams as well: Raise support tickets from Microsoft Teams
Use more features in Outlook to create issues from emails. Access Features in Outlook by installing the free Outlook add-in. Outlook add-in