Jira Software — Integration

Overview

Create and link Jira issues from tickets, sync status/assignee, and mirror comments. Keep product & support in lockstep.

Capabilities

• Create/link Jira issues from Agent Desk with field mapping

• Bidirectional status/assignee sync (configurable)

• Mirror comments (public/private mapping rules)

• Support for company-managed and team-managed projects

• Bulk backfill and reconciliation dashboard

1. 1

   Step 1

   In Jira, create an API token and note your site URL and email.

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2. 2

   Step 2

   In Agent Desk → Integrations → Jira, enter site URL, email, and API token.

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3. 3

   Step 3

   Map fields (summary, description, issue type, priority, labels).

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4. 4

   Step 4

   Choose sync directions for status/assignee and comment visibility.

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5. 5

   Step 5

   Create a test issue from a ticket and verify links and sync.

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Limitations

• Complex workflows/validators in Jira may block updates; use an integration user with bypass where needed.

• Attachments larger than platform limits are shared as SecureStore links.

FAQs

Pricing