Teams portal app

If you primarily use Jira Service Management, consider embedding your Jira Service Management (JSM) customer portal directly within Microsoft Teams. This integration allows your customers to easily raise new requests without having to leave the Microsoft Teams environment.

First, activate our Teams feature by following the instructions provided in the Getting Started guide. After that, proceed to install the Teams portal app within Microsoft Teams. The installation process is straightforward and can be completed in just a few steps by adhering to the instructions available in the admin settings.

Authentication caveats: SSO, reverse proxy and cookie system customizations

If your system is using non-standard SSO configuration, reverse proxy authentication or customized cookies, the customer portal app might not be able to authenticate users smoothly. The app relies on making the standard Jira session cookie available to the session inside the Teams app view. If this cookie is non-standard, has a customized name or is set by anything other than the Jira-native login flow, authentication will not work.

Install Teams portal app

Who is in charge

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

Step	Responsibility	Action
1	JIRA ADMIN	Sets-up the customer portal in Jira. (chooses JSM portal, sets a name, picks an icon)
2	JIRA ADMIN	Downloads the custom app (.zip file). This file needs to be uploaded in Microsoft Teams as Teams portal app.
3	MS TEAMS ADMIN	Deploys the Teams portal app in Microsoft Teams / upload .zip file. Click through the set-up guide below, which outlines the concrete steps to do so.

Installation guide

To ensure a secure and accurate deployment of the Teams portal app for your team, please follow the guidelines outlined below.

Initial configuration

You should not need to configure anything manually, if your Jira instance is publicly available.

When installing our Microsoft 365 for Jira app, we’ll try to register your Jira instance with our cloud infrastructure and setup the outgoing webhook.

You can check the current status of the registration in the settings screen “Connection Settings” (see Screenshot below).

In case your public Jira URL is not the same as the configured Jira base URL, you might need to adjust this here. The screen also supports you in troubleshooting any network errors.

In case you are looking for the feature comparison with Jira Cloud, please check out the dedicated comparison.

Set-up Teams portal app

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

Ensure that you have your Jira and Microsoft Teams administrators available as they need to configure and deploy the app in the first place.

The video illustrates the setup process for Jira Cloud. The only difference from Jira Data Center is that customer portal settings are not available.

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 Microsoft Teams:

Raise support tickets right from Microsoft 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 Microsoft Teams chat
(this feature does not require the installation of our Smart Connect app)

Information & requirements

The installation of our Smart Connect for Jira app is not a prerequisite for the Teams portal app!
The Teams portal app is only required to use JSM features in Microsoft Teams.
The Teams portal bot can only be installed in one customer portal in Microsoft Teams (see below).
Request notifications for JSM projects are configured via your personal notifications settings in your individual Jira Service Management project. Learn more about request notifications here.
Generally, there are different kinds of notification options with our Teams portal app. Learn more about them here.

Forms

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

Use forms in your JSM portal in MS Teams.

Customer portal in Outlook

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

Access your portal in Outlook.