To use Conversations for Jira Service DeskITSM, there are 2 important parts that need to be configured: access to your MessageBird account and assigning channels to Jira Service Desk projects.
MessageBird API Key
To use Conversations for Jira Service DeskITSM, you will need to provide your MessageBird API Key. This can be found in the upper-right corner of the MessageBird Dashboard. For more information you can visit the MessageBird Help Center.
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MessageBird offers an omni-channel experience, allowing you to communicate with your customers via SMS, WhatsApp, Telegram, Facebook Messenger and many other channels. Each channel can be linked to one Jira Service Desk project. Conversations for Jira Service Desk ITSM will create a new support request whenever a new conversation is started.
Prior to linking MessageBird channels to Jira Service Desk projects, please make sure to setup the channel in your MessageBird dashboard. Some channels may require you to contact MessageBird support for assistance.
Once you’ve setup your channel in MessageBird, you can link it to Jira Service Desk Management from the app configuration screen:
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You will be asked to enter the Channel ID, select the Jira Service Desk project from your instance and select which request type will be used for new conversations.
Once the channel has been configured, you can start receiving messages from end-users in your Jira Service Desk project!
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