Once you've configured the link between the Jira Service Desk project and the MessageBird Conversations API, you can start receiving messages via the selected channel.
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All communications have to be initiated by the end-user. The Jira Service Desk agent cannot start the conversation.
When a user starts the conversation, a support request will be created based on the selected request type. This will be shown in the Jira Service Desk queue for new/open tickets. Only one conversation can be active per end-user, all messages sent to that conversations (regardless of channel) will be added to the support request that is linked to that conversation.
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Some channels, like WhatsApp, impose limitations on how long a conversation is regarded “active”. It is recommended for Jira Service Desk agents to respond at least within 24 hours after the last received is message. Once this period has expired, only the end-user can re-activate the conversation by sending a new message. |
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The conversation is automatically closed when the support request is transitioned into the
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Multimedia messages
Conversations for Jira Service Desk ITSM supports receiving attachments from end-users. However, at this point, it is not possible to sent attachments to the end-user due to security & privacy limitations imposed by Atlassian Jira Service DeskManagement.