Jira
This section will cover Jira <> ClearFeed integration
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This section will cover Jira <> ClearFeed integration
Last updated
Was this helpful?
ClearFeed has a robust integration with Atlassian, allowing agents and responders to use Jira in two ways:
On the ClearFeed web app, navigate to the Settings from the nav-bar, and then open the 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.
Navigate to on the web app.
Choose a Collection from the left panel and go to its Settings.
Expand the Ticketing section and enable ticketing using the toggle.
Choose Jira as the Ticketing Integration, and select a Trigger Mode.
For the Emoji trigger mode, select the desired emoji from the available list.
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.
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.
A conversation is initiated on the request channel.
React to the first message on the thread using the 🎟️ emoji.
Jira issues will be created directly if you've configured a single project and issue type with no mandatory fields.
Else - you will see a pop-up to select the project/issue type and fill in the details before creating the issue.
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.
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.
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.
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.
To configure common sync settings for all new tickets - follow the steps below:
Choose your Message Sync Mode
Select whether status updates are shared in the Status Sync Mode setting
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
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.
If you're using ClearFeed as a native helpdesk but want to escalate issues to Jira, follow the guide below:
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.
Access Sync Settings by navigating to
You can access these settings on the Settings tab .
