Understanding the Ticket Emoji Feature in Auto-Create Channels
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
The ticket emoji is added in auto-create channels with multiple request types mapped, serving as a visual cue for the ticket creation process. This intentional change by developers on the new infrastructure aims to enhance communication and user engagement within the channel.
Environment
JSM cloud
Diagnosis
When the auto-create function is enabled and multiple request types are mapped, the ticket emoji is automatically included in messages. This feature provides users with a clear indication that a ticket creation process is underway, improving visibility and prompting user action.
Cause
The purpose of the ticket emoji is to visually notify users in the channel about ongoing ticket creation activities. It is particularly beneficial for users who may overlook the "Raise request" button or related whispers. Users can prompt the button by adding the ticket emoji and can bypass auto-creation by starting their message with a specific emoji.
Solution
The addition of the ticket emoji is a deliberate choice to streamline ticket creation and communication processes in auto-create channels. By manually applying the ticket emoji, users can initiate or prompt the ticket creation process as needed, ensuring efficient communication and task management. Users can utilize this feature to prompt the ticket creation process or signal their intent to bypass auto-creation by starting their message with a specific emoji called :megaphone:.
Note: With Jira Service Management chat, the ticket emoji (used to trigger the ticket creation flow) comes out of the box and does not impact your monthly automation usage limits. All other emoji-triggered automations are counted towards your monthly usage limit. There are usage limits, however, that determine how many times rules can be executed per month, depending on the plan you’re on.
Further reading-