On premise chat for Jira Service Desk?

[Johannes Buverud]

We are running Jira Service Desk on premise (datacenter), and would like an on premise chat, something similar to LiveChat, Olark etc.

We allready have Hipchat, plus Lync and Slack, and allthough they are great collaboration tools, they are not very end user friendly.

Is there an chat tool we could run on our servers that would integrate with Jira Service Desk?

[Janusz Gorycki]

Hi folks,

Janusz from Spartez here.

Sorry for a bit of commercial break, but we have recently released the Chat for Service Desk (server) app - aptly named 'Chat for Service Desk'. It provides a real-time chatting solution ("live chat") that helps your site visitors / app users connect with teams working through Jira Service Desk.

It is NOT an integration with a 3rd party chatting service - it is self-contained - you just install the app in Service Desk, place a bit of javascript on your web site (or just enable the chat on your customer portal) and you have full chat support.

It has a bunch of nifty features:

• Creates issues out of chat conversations on-the-fly
• Turns customer’s messages into issue comments - updating issue views in real time
• Turns your issue comments into messages within the chat
• Handles request queues updates
• Lets you see which customers are currently online
• Allows support personnel to toggle their availability
• Chat widget is replaced with email when all agents are offline
• Sends the customer chat digests through email
• Fully optimized for mobile web pages
• Chat look & feel is customisable

Interested? You may want to try it out - it’s just available on the Atlassian Marketplace.

An introduction video can also be viewed here.

The app is not datacenter-capable just yet, but we are busy working on it and we will release a DC-compatible version quite soon.

Cheers,
Janusz Gorycki, spartez.com

[Danny Baute]

Janusz, any update on a cloud version of Chat for Service Desk?

[Jacek Wizmur-Szymczak]

Hi @Danny Baute,

it's Jacek from Spartez.

Thanks for expressing interest in Chat for JSD :).

Cloud vertion is on the Chat for Jira Service Desk roadmap here - https://trello.com/b/qsRU1auU/chat-for-jira-service-desk-roadmap 

Please upvote it and add a comment if you'd like to have it sooner. 

Now we're focusing on Slack integration and separate Chat dashboard.

Next thing maybe cloud - it depends from how many people will request it.

[Vishwajeet Singh]

@Danny Baute  In case you are still looking for a solution for JSD Cloud here is an app which works with cloud .  

[Kit Tin Mak {Appfire}]

@Danny Baute ,

Just a quick info that Chat for Jira Service Desk is now available on Cloud. More details here.

Let us know if you have any questions or suggestions. Our Support Team is ready to answer them all.

[Dzmitry Hryb _Deviniti_]

Hello Johannes,

There's a LiveChat integration for Jira on-premise, which is absolutely free:

https://marketplace.atlassian.com/plugins/com.intenso.jira.plugin.livechat/server/overview

[Johannes Buverud]

Hi,

We are looking for a chat tool we could run on our own servers.

[Dzmitry Hryb _Deviniti_]

This little thing has been released recently by our fellow countrymen Spartez. Check it out and see if it suits you:

https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.support-chat/server/overview

[Johannes Buverud]

Thanks! Not sure how it works out for big companies like us not having a dedicated chat GUI for the agents, but I'll check it out.

[Janusz Gorycki]

Hi Johannes,

Our Chat for Service Desk (mentioned above described in more detail in a comment below) uses Jira Service Desk GUI directly as the agent interface - it plugs directly into Jira issue view and into JSD queues, updating them in real-time. And the agent answers the customer's chat by simply typing in a regular issue comments. It works very naturally for our own support personel - much better than using a separate agent GUI for chatting with customers. In fact, we have just shared our experiences and the road to our own chat solution in a blog post on CAC: https://community.atlassian.com/t5/Marketplace-Apps-articles/Chat-for-Jira-Service-Desk-with-direct-chat-to-issue-feature-An/ba-p/813206

Cheers,
Janusz

[Johannes Buverud]

Nobody else with a suggestion?

[somethingblue]

Hi Johannes,

Olark appears to have a JIRA Integration.  Take a look at the Olark - JIRA Integration page for more information.

Cheers,

Branden

[Johannes Buverud]

Hi Branden,

I believe Olark is neither an on premise chat, nor does it integrate with Jira server.

[somethingblue]

Hi Johannes,

Maybe you can explain a bit more about what you're looking for, for instance, what is it that Slack, HipChat, etc do not do that you would like it to?

In regards to Olark they state they have an integration:

With Olark and JIRA integrated, it takes only one command to open a new JIRA ticket or attach a conversation to an exisitng ticket.

Take a look at their product page for more information on how they integrate with JIRA.

Cheers,

Branden

[Johannes Buverud]

Hi again, Branden:)

LiveChat is a pretty good examples of how a chat served by 1.tier technical support to non-IT customers should be: Easy inteface for non-IT customers, easily integrateble on web-pages as a pop-up, good backend admin/statistics for reporting and (with Zapier) easy to rasise an issue from the chat.

Regarding Olark: I can only see that it is possible to integrate with Jira Cloud, not Server...? Anyways, this is a cloud chat, and I am looking for a chat we can host ourself/on premise.