# Jira ClearFeed has a robust integration with Atlassian that supports both **Task Management** and **Ticketing** workflows, depending on how your team operates. ## Jira as Task Management vs Ticketing System Jira can be configured in ClearFeed in two different ways, note that in both ways - Slack threads and Jira issues are bi-directionally synced in a very similar manner: ### **Task Management System** Use Jira as a task management system when you want to: * Track internal tasks, projects, or team workflows * Escalate customer requests to engineering teams for bug fixes or feature requests * Maintain SLA tracking in ClearFeed while creating follow-up tasks in Jira * Keep customer support separate from internal task tracking ### **Ticketing System** Use Jira as a ticketing system when you want to: * Manage customer support or IT service requests directly in Jira * Measure SLA compliance and response times in Jira * Have Jira as your primary system for handling customer requests {% content-ref url="task-and-ticketing-systems" %} [task-and-ticketing-systems](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems) {% endcontent-ref %} ## Integration Overview ClearFeed allows you to use Jira in the following ways: 1. [**Jira Ticketing**: Create bi-directionally synced Jira tickets from Slack](#jira-ticketing) 2. [**Jira Task Management**: File Jira issues against ClearFeed requests](#jira-task-management) ## **Supported Fields & Field Order** ClearFeed supports the same Jira fields and field-order rules regardless of whether you use Jira for **Ticketing** or **Task Management**. #### **Supported Field Types** ClearFeed supports below Jira fields: * Standard Jira fields * Project * Issue Type * Summary * Description * Assignee * Reporter * Priority * Labels * Components * Fix Versions * Due Date * Environment * Issue Links * Jira Custom Field Types * Text Field (single line) * Text Area (multi-line) * Number Field * Select List (single select) * Multi Select * Checkboxes * Date Picker * Date Time * User Picker * Cascading Select (two-level dropdown) * Atlassian Platform Fields * Team (Atlassian Teams platform field) {% hint style="info" %} **Note:** * **By default, non-mandatory custom fields are hidden when creating a Jira issue via Slack.** To display them, please reach out to ClearFeed support at or via Slack. * You can also choose to **display field-level descriptions from Jira** in the ticket creation form. This provides helpful context to requesters, making it easier to fill in each field correctly and improving the overall quality of submitted tickets. {% endhint %} #### **Field Order Behavior** Below rules apply everywhere a user creates an issue from ClearFeed — Ticketing flows, Task Management flows, emoji-based creation, or Slack actions. **Company-Managed Jira Projects** For company-managed projects: * Field order in ClearFeed **follows the exact field order** configured in Jira’s *Screen Scheme* and *Screen*. * This ensures the creation form in ClearFeed mirrors the field order users see in Jira. **Team-Managed Jira Projects** For team-managed projects: * Jira does **not expose screen-scheme–based field order** to external apps. * As a result, ClearFeed keeps the **default Jira field order** for these projects. ## Integrate Atlassian {% hint style="info" %} * ClearFeed is available on the Atlassian marketplace and can be installed directly from the app store for **Atlassian-hosted Jira Cloud and Jira Service Management** instances. **Self-hosted / on-premise Jira Server or Data Center deployments are not supported.** * 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. {% endhint %} * On the ClearFeed web app, navigate to the `Settings` from the nav-bar, and then open the [Integrations](https://web.clearfeed.app/settings/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. ## Jira Ticketing When using Jira as a **Ticketing System**, requests from Slack are directly converted into Jira tickets, and ClearFeed does not track SLAs (since Jira becomes the primary system). ### Enable Ticketing 1. Navigate to [Collections](http://web.clearfeed.app/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. {% hint style="info" %} Jira Software and Product Discovery project types are also supported. {% endhint %} {% hint style="success" %} **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.* {% endhint %}
### 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 :ticket: 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. {% hint style="info" %} ClearFeed allows you to choose who should be marked as the Reporter when a ticket is created in JIRA—either the original message author or the person who reacted with an emoji to trigger ticket creation.\ To enable this configuration, please contact ClearFeed support. {% endhint %}

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. This can include messages sent programmatically by bots or apps (if they are whitelisted), not just those typed by users. * 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. This can be problematic if automatic Jira issue creation is being attempted from bot messages. {% hint style="info" %} Note: * **By default, non-mandatory custom fields are hidden when creating a Jira issue via Slack.** To display them, please reach out to ClearFeed support at or via Slack. * You can also choose to **display field-level descriptions from Jira** in the ticket creation form. This provides helpful context to requesters, making it easier to fill in each field correctly and improving the overall quality of submitted tickets. {% endhint %} #### 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](https://web.clearfeed.app/objects/clearfeed) 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 Jira 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
Who reacts with emojiBehavior
Responder / Non-ResponderCan assign and resolve Jira issues using emoji reactions, as configured.
Whitelisted BotsCan only mark Jira issues as solved via emoji. Assign emoji will not work.
Non-whitelisted BotsReactions will not trigger any Jira updates.
{% hint style="info" %} **Notes:** * Emoji-based actions only work when applied in the **request channel** by a **Responder** or **Non-Responder**. * If you want **non-Jira users** (including bots) to trigger Jira actions, make sure the toggle is enabled under:\ `Ticketing Settings → Advanced Jira Settings → Allow non-Jira users to create and solve tickets`. * If an issue is **assigned directly via Jira**, the 👀 emoji is **not shown** on the request thread. {% endhint %}
### 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**](https://web.clearfeed.app/objects/jira) 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 Jira. * **2-way sync between Jira and Slack thread:** Replies from Slack are posted on Jira and comments from Jira are synced to Slack. * **Only forward sync from Slack thread to Jira:** Replies from Slack are posted on Jira but comments from Jira are not posted back on Slack. * **Only backward sync from Jira to Slack thread:** Only Jira comments are posted on Slack and replies from Slack do not go to Jira. * **No sync between Jira and Slack thread:** No comments are synced from Slack or Jira.
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 Jira 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 Jira to the Slack thread:** No status updates are synced to Slack.
#### AI-Summarization Setting You can access these settings on the **Settings** tab [here](https://web.clearfeed.app/objects/zendesk). 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.
## Jira Task Management When using Jira as a **Task Management System**, requests remain in ClearFeed for SLA tracking, and you can selectively create issues in Jira for internal follow-ups, engineering escalations, or project tracking. ### How to Create Tasks You can create Jira issues from ClearFeed requests using these methods: 1. **From the Triage Channel**: Use the "More Actions" button to file issues 2. **From Request Channel**: Use emoji reactions or Slack More Actions ### Key Benefits of Task Management Mode * **SLA Tracking**: ClearFeed continues to track response times and SLAs for customer requests * **Selective Escalation**: Only escalate issues that need engineering attention * **Dual Tracking**: Maintain customer support metrics while tracking internal work * **Blocker Management**: Mark critical tasks as blockers to prevent ticket closure ### Reporter Configuration {% hint style="info" %} ClearFeed allows you to choose who should be marked as the Reporter when an issue is created in JIRA—either the original message author or the person who triggered the task creation.\ To enable this configuration, please contact ClearFeed support. {% endhint %} ### Detailed Task Management Guide For complete instructions on creating and managing tasks in Jira, including: * Step-by-step task creation process * Configuring emoji reactions for task creation * Managing blockers and dependencies * Task synchronization options {% content-ref url="../how-it-works/creating-or-linking-tasks" %} [creating-or-linking-tasks](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tasks) {% endcontent-ref %} ## 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. 2. **Are there any scenarios when we cannot unlink a ticket/task from Slack?** **Answer:** Yes - if the corresponding ClearFeed Request/Ticket is in a Solved or Closed state - tasks cannot be unlinked.