Jira

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

• 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.

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.

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.

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.

Screens

When requests are turned into JIRA issues, details are sent back to the requester in a designated ticket message block on the request channel.

• The screens section lets you completely disable the ticket message by toggling off Screens. This would mean that whenever a JIRA issue is created, users will not see any confirmation message and details.

To configure the ticket message for JIRA, follow the steps given below:

1. Go to Forms on the web app

2. Under the ticketing drop-down, select JIRA Ticketing.

3. Select Screens from the tabs mentioned under JIRA Ticketing.

Fields

• Status - By default, the Status of the JIRA ticket is always shown to the requester. This cannot be configured to be hidden.

• Ticket URL - Allows you to show or hide the Linear ticket URL to the requestor.

• Title- The title of the JIRA issue can be shown to the requester using this field.

Actions

Unlink Ticket button: This button allows users to unlink a ticket from its associated request in the Request Channel. By default, it is visible only to responders in the channel. Check the option to display the Unlink Ticket button on the ticket message block.

Permissions: All or Responder.

• All - Allows access to the Unlink Ticket button to both the requester and responder

• Responder - Only agents/responders will be able to use the Unlink Ticket action to unlink tickets.

Emoji Rules for JIRA integration

ClearFeed allows you to use emoji reactions on Slack messages to assign and resolve Jira issues directly from Slack — using both standard and custom emoji configurations.

Setting Up Emoji Rules

To enable and configure emoji rules:

• Open your Collection's Settings.

• Expand the Emoji Rules section.

• Enable the rules you want to use.

• Click the edit icon to customize the emoji for each action.

• To use a custom emoji, click Add Custom Emoji and select your desired emoji.

Under Apply emoji rules for, choose one of:

• External ticketing platform

• ClearFeed requests & external ticketing platform

Behavior When Emoji Rules Are Applied

Once configured, emoji reactions can trigger Jira ticket updates:

• Reacting with 👀 (or your chosen "Assign" emoji) will:

  • Assign the Jira issue to the reacting user

  • Move the issue from To-do (or the default initial state) to In Progress

• Reacting with ✅ (or your chosen "Solved" emoji) will:

  • Move the Jira issue to Done

Who Can Trigger Emoji-Based Jira Actions

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

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:

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.