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Jira Integration in CloudChat

Last updated on Sep 02, 2026

What is the Jira integration?

Jira integration allows agents to create, link, and unlink Jira issues directly from within a conversation in CloudChat. This eliminates the need to switch between tools and ensures traceability between support interactions and product/engineering tickets.

Prerequisites

How to set up the integration?

  1. Go to Settings > Integrations in the CloudChat sidebar menu.

  2. Click on Jira and then on Connect.

  3. Fill in the fields:

    • Jira Site URL — e.g., https://yourcompany.atlassian.net

    • Email — the email of the Jira user that will be used for API calls

    • API Token — the token generated in the previous step

  4. Click on Save.

The integration will be available to all agents in the account.

How to create a Jira issue from a conversation?

  1. Open a conversation in CloudChat.

  2. In the conversation header, click on the Jira icon.

  3. Click on Create issue.

  4. Fill in the required fields (marked with *):

    • Summary — issue summary

    • Project — the Jira project where the issue will be created

    • Issue Type — appears only after selecting the project (e.g., Bug, Task, Story)

  5. Optionally, fill in:

    • Description — additional details

    • Priority — urgency level

    • Assignee — the person to whom the issue will be assigned

  6. Click on Create.

The issue will be created in Jira with a link to the conversation in the description.

How to link an existing issue?

  1. In the Jira panel within the conversation, click on Link existing issue.

  2. Search by the issue's title or key (e.g., PROJ-123).

  3. Click on the desired issue to link it.

An automatic comment will be added to the Jira issue indicating that it has been linked to the conversation.

How to unlink an issue?

  1. In the Jira panel within the conversation, locate the linked issue.

  2. Click on the trash can icon next to the issue.

A comment will be added in Jira indicating that the link with the conversation has been removed.

Can an issue be linked to more than one conversation?

Yes. The same Jira issue can be linked to multiple conversations in CloudChat. Each link generates a comment in Jira with a link to the corresponding conversation.

What information appears on the issue card?

The card displays:

  • Key of the issue (e.g., PROJ-123)

  • Title

  • Status — current status in Jira (e.g., To Do, In Progress, Done)

The information updates automatically every time you open the panel.

In which language are comments added in Jira?

Comments are added in the language configured in the CloudChat account.

Which Jira versions are supported?

The integration works exclusively with Jira Cloud. Jira Server and Jira Data Center are not supported.