Jira

This section will cover Jira <> ClearFeed integration

ClearFeed has a robust integration with Atlassian, allowing agents and responders to use Jira in two ways:

• Create bi-directionally synced Jira tickets from Slack.

• Filing Jira issues against requests

Integrate Atlassian

• ClearFeed is available on the Atlassian marketplace and can be installed directly from the app store.

• Only Site Admins on Atlassian can integrate with ClearFeed. Please make sure you have the required authorization.

• Once your Atlassian account is integrated with ClearFeed, your Jira projects will be accessible without any additional steps.

• On the ClearFeed web app, navigate to the Settings from the nav-bar, and then open the Integrations section.

• Click the Connect button next to Atlassian, sign in with your credentials, and you'll be taken to the Atlassian marketplace.

• Search for ClearFeed by clicking Find new apps, then click on the ClearFeed card in the search results.

• Click Get App and confirm by selecting Get it now to add ClearFeed to your Atlassian account. A success message will appear at the bottom right.

• Click Configure from the success toast or go to Manage app > User-installed apps > Configure.

• After signing in to ClearFeed, click Finish installation to complete the process and connect your Atlassian account.

Enable Ticketing

1. Navigate to Collections on the web app.

2. Choose a Collection from the left panel and go to its Settings.

3. Expand the Ticketing section and enable ticketing using the toggle.

4. Choose Jira as the Ticketing Integration, and select a Trigger Mode.

   • For the Emoji trigger mode, select the desired emoji from the available list.

5. Click on Configure to set Advanced Jira Settings

   • Specify Jira projects & issue types for the collection

     • All available Jira projects & issue types - Users can choose the Project and Issue Type every time they file a Jira ticket.

     • Specific Jira projects & issue types - Users will only see the specified Projects and Issue Types to choose from when creating a Jira ticket.

     • Note: If multiple projects are selected, the first selected project will be set as default for filing issues.

   • Set Ticketing Permission

     • You can configure permission to allow non-Jira users to also create and solve Jira issues.

Jira Software and Product Discovery project types are also supported.

Pro Tip: If you want to directly file Jira tickets without showing up any form - configure a particular Project and Issue Type (as shown in step 5) and make all fields in that Issue Type Optional.

Create Tickets

Create Tickets Manually (using Emoji)

1. A conversation is initiated on the request channel.

2. React to the first message on the thread using the 🎟️ emoji.

3. Jira issues will be created directly if you've configured a single project and issue type with no mandatory fields.

4. Else - you will see a pop-up to select the project/issue type and fill in the details before creating the issue.

Jira ticket creation to single project and issue type

Jira ticket creation without default settings

Create Tickets Automatically

• Every new message on the Slack channel will be converted into a Jira issue.

• If defaults are not set up, you will see a pop-up to select the project/issue type and fill in the details before creating the issue.

We don't support ticket creation if non-mandatory custom fields are set on Jira. This can be enabled by reaching out to ClearFeed support at [e-mail] or via Slack.

Functionalities

• Replies on the Slack thread and the Jira ticket are synced bidirectionally.

• The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the Jira Ticket.

• Status changes from Jira are reflected on Slack.

• ClearFeed adds the following labels to the Jira ticket: slack-channel-name and clearfeed.

• Public comments from the triage channel are also synced back to the Jira ticket.

• Status change updates are posted on the thread when the Jira ticket is moved to Solved status.

Emoji Rules for JIRA integration

You can react to a request message using the 👀 and ✅ emojis (or any emojis of your choice) to assign and resolve Jira issues. Follow these steps to enable and configure emoji rules:

• Open your Collection's Settings.

• Expand Emoji Rules.

• Enable the rules you want and click the edit icon to change the emoji.

  • To add a custom emoji, select Add Custom Emoji and choose the desired emoji for the action.

• Apply emoji rules for:

  • Select either External ticketing platform or ClearFeed requests & external ticketing platform

Once the configuration is complete, reacting to a request with the 👀 emoji (or the emoji configured for "Assign") will assign the JIRA issue to the user and move its status from To-do (or your default initial state) to In Progress. Similarly, reacting with the ✅ emoji (or the emoji configured for "Solved") will move the Jira issue to Done.

Notes:

• Emoji rules work only when the emojis is applied on the request from Request Channel and by one of the Responders

• Under Ticketing Settings -> Advanced Jira Settings, you should enable the toggle to allow non-Jira users to create and solve tickets.

• If the assignment of the Jira issue is done on Jira directly - we don't show the 👀 emoji on the thread to indicate the assignment.

Settings

Sync Settings

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

1. Access Sync Settings by navigating to Objects

2. Choose your Message Sync Mode

3. Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

Message Sync Mode

Determines how messages are synced between Slack and Zendesk.

• 2-way sync between Zendesk and Slack thread: Replies from Slack are posted on Zendesk and comments from Zendesk are synced to Slack.

  • Only forward sync from Slack thread to Zendesk: Replies from Slack are posted on Zendesk but comments from Zendesk are not posted back on Slack.

• Only backward sync from Zendesk to Slack thread: Only Zendesk comments are posted on Slack and replies from Slack do not go to Zendesk.

• No sync between Zendesk and Slack thread: No comments are synced from Slack or Zendesk.

Status Sync Mode

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

• Sync key status changes from Zendesk to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

• No sync of status changes from Zendesk to the Slack thread: No status updates are synced to Slack.

AI-Summarization Setting

You can access these settings on the Settings tab here.

If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

Escalating to Jira

If you're using ClearFeed as a native helpdesk but want to escalate issues to Jira, follow the guide below:

Tasks

FAQs

1. Can we sync internal notes/comments from the ticketing system to Slack and vice-versa?

Answer: No, we currently don't support syncing internal notes between Jira and Slack.