Configure
To use Conversations for ITSM, there are 2 important parts that need to be configured: access to your MessageBird account and assigning channels to Jira Service projects.
MessageBird API Key
To use Conversations for ITSM, 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.
You can enter the API key in the app configuration screen:
Channels
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 project. Conversations for ITSM will create a new support request whenever a new conversation is started.
Prior to linking MessageBird channels to Jira Service 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 Management from the app configuration screen:
You will be asked to enter the Channel ID, select the Jira Service 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 project!
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