JIRA Integration

Supportomation connects with JIRA Cloud to create, track, and sync development tickets. When a Development ticket meets the AI confidence threshold, a JIRA issue is created automatically. Status changes and assignee updates flow back into Supportomation via webhooks, keeping both systems in sync.

Getting There

• JIRA information appears in the right panel of any Development ticket’s detail page
• Project-level JIRA configuration is in Projects settings (Admin only)
• System-level JIRA configuration is in Settings (Admin only)

How JIRA Tickets Are Created

JIRA tickets are created for Development tickets in two ways: automatically by the AI or manually by a team member.

Automatic Creation

When the AI classifies an incoming email as a Development issue, the confidence score determines whether a JIRA ticket is created:

The JIRA issue is created in the project specified by the ticket’s project JIRA key (configured per-project in the Projects settings).

Manual Creation

For tickets where no JIRA issue was created automatically (low confidence, or Activity tickets changed to Development):

1. Open the ticket detail page
2. In the right panel, assign a developer and fill in the classification fields
3. Click Assign & Create JIRA

The JIRA issue is created with the ticket subject as the summary and the AI analysis as the description.

Linking Existing JIRA Issues

If a JIRA issue already exists for the work described in a ticket, you can link it instead of creating a new one:

1. Open the ticket detail page
2. In the JIRA section of the right panel, click Link Existing JIRA
3. Search for the JIRA issue by key (e.g., PROJ-123) or by text
4. Select the matching issue from the results
5. Click Link to connect it

Once linked, the ticket tracks that JIRA issue just as if it had been created automatically.

JIRA Status Sync

Supportomation receives JIRA status updates through a webhook. When the status of a linked JIRA issue changes in JIRA, the update is reflected in Supportomation automatically.

How It Works

1. A developer updates the JIRA issue status (e.g., moves it to “In Review” or “Done”)
2. JIRA fires a webhook to Supportomation’s endpoint
3. Supportomation updates the ticket’s jiraStatus field
4. The status badge on the ticket detail page reflects the new state

Resolution Detection

When a JIRA issue moves to a resolution status (e.g., “Done”, “Resolved”, “Closed”), Supportomation marks the ticket as completed and triggers the resolution flow.

Assignee Sync

When the assignee changes on a JIRA issue, the update flows back to Supportomation:

1. A JIRA issue is reassigned to a different developer
2. JIRA fires an assignee-change webhook
3. Supportomation matches the JIRA account ID to a team member’s jiraAccountId field
4. The ticket’s assignedDevId is updated to reflect the new developer

This keeps the developer assignment consistent across both systems. For the sync to work, each developer’s JIRA Account ID must be configured in their team member profile.

Adding Conversation Messages to JIRA

You can send conversation messages from a Supportomation ticket to the linked JIRA issue as comments:

1. In the conversation thread, check the boxes next to the messages you want to send
2. Click Add Selected to JIRA
3. The selected messages are added as comments on the JIRA issue

Messages that have already been sent to JIRA show an “Added to JIRA” indicator, so you can see what the JIRA issue already contains.

Resolution Flow

When a Development ticket’s linked JIRA issue reaches a resolution status, the client can be notified:

Automatic Mode

If your system is configured for automatic resolution emails (set in Settings):

• The client receives a resolution email automatically when JIRA marks the issue as resolved
• No manual action is required

Manual Mode

If automatic resolution is disabled:

1. An Admin or Lead opens the completed ticket
2. Clicks Send Resolution Email
3. Customizes the message in the editor if needed
4. Sends it to the client

In either mode, you can also click Mark Resolved Without Email to close the ticket silently, without notifying the client.

JIRA Tracking Toggle

Each linked ticket has a Tracking toggle that controls whether Supportomation acts on JIRA webhook events for that ticket:

Set tracking to Inactive when you want to keep the JIRA link for reference but stop automatic updates, such as when a ticket’s type is changed from Development to Activity.

Progress Tracking

Supportomation has its own progress tracking that is separate from JIRA status. Use the segmented control on the ticket detail page to set progress:

This progress field is useful for tracking work within Supportomation independently of the JIRA workflow. For example, you might set a ticket to “In Progress” in Supportomation while the JIRA issue is still in a review queue.

Setup Requirements

JIRA integration requires configuration at both the system and project level:

System Level (Settings)

An Admin must configure:

• JIRA Base URL — Your Atlassian instance (e.g., https://yourteam.atlassian.net)
• JIRA Email — The email address for API authentication
• JIRA API Token — An API token generated from Atlassian account settings
• Webhook URL — Provided by Supportomation, configured in JIRA’s webhook settings

Project Level (Projects)

Each project that needs JIRA integration must have:

• JIRA Project Key — The key prefix for issues in that project (e.g., PROJ)

Without a project-level JIRA key, Development tickets in that project will not create JIRA issues automatically.

Tips & Troubleshooting

Next Steps

• Ticket Types — How AI confidence determines JIRA creation
• Ticket Detail — The full ticket workspace including JIRA controls
• Triage — Handling tickets that need manual JIRA decisions
• Roles & Permissions — Who can manage JIRA integration