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Agent Desk

Link tickets to Jira/Linear issues

Create or attach an engineering issue from a ticket and sync status back.

11 min Beginner Agent, Support Engineer Updated Sep 1, 2025
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Overview

Create or attach an engineering issue from a ticket and sync status back.

Prerequisites

  • Jira or Linear integration connected

Permissions required

tickets:update

Steps (3)

Estimated: 11 min
  1. 1

    Create/Attach issue

    Agent 4 min Back to top

    In the ticket sidebar, click **Engineering** → **Create issue** or **Attach** and pick a project.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Sync fields

    Agent 4 min Back to top

    Select fields to sync (priority, status, labels). Enable comment mirroring if desired.

    Tips

    —

    Validation

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    Success criteria

    —

  3. 3

    Track progress

    Agent 3 min Back to top

    Watch the engineering status pill on the ticket. Auto‑close the ticket when issue resolves (optional).

    Tips

    —

    Validation

    —

    Success criteria

    • Ticket shows linked issue and updates when engineering progresses.

About this guide

Agent Desk centralizes customer support across email, web chat, social DMs, SMS/WhatsApp, and voice follow-ups. Tickets carry full context — requester, history, channel, priority, and SLAs — so teams can route, collaborate, and resolve quickly.

Use AI for smart triage, reply drafting, and summaries. Automate repetitive tasks with macros and FlowForge triggers. Log files securely via SecureStore, send payment links via PayStream, open tasks in ActionDesk, and analyze performance in InsightLake.

Built for reliability and governance with RBAC, audit logs, retention controls, and enterprise SSO.