- Integrations
- Jira
Jira integration: a bug a customer reports becomes a Jira issue
Agenola's Jira integration creates an issue in your Jira project for a bug or request a visitor reports, reads the issue's status and tells the visitor, and adds comments and attachments to the issue. You connect it in one click with your Atlassian account.
How it works
An issue is created by a Jira step you add to the flow, or by an action you turn on in the AI Assistant step's Integrations tab. Support requests don't land in Jira on their own.
The site, project and issue type are chosen on the step, not on the connection page. If your Atlassian account has access to a single Jira site, you can leave the site empty; if it has access to several, you need to choose the site on the step.
Steps cover creating, fetching, searching, updating and deleting issues; change history, status options, Jira notifications, comments, attachments and user details.
- Every issue gets the "agenola" label, and records marked urgent also get the "acil" label, so you can filter issues that came from chat in Jira.
- Jira steps run in the name of the person who made the connection: issues are created in their name and only in projects they can access.
- Delete steps don't run until the confirmation box on the step is ticked.
- If the connection goes unused for 90 days, Atlassian revokes access and you need to reconnect.
What it does
This list is generated from the same source as the Jira page in the dashboard: if it isn't listed here, we don't do it with Jira. Flow steps live in the flow editor under Add step → Integrations → Jira.
IssueAction · Flow step8
Create issue
Creates an issue in the chosen project in the name of the person who connected Jira. Every issue gets the "agenola" label; urgent ones also get "acil".
Delete issue
Permanently deletes the issue; this can't be undone. If the issue has sub-tasks, Jira won't delete it unless “Delete sub-tasks too” is on.
Get issue
Reads the issue's title, status, type, assignee, labels and description.
Search issues
Finds issues in the chosen project or with your query and returns them as a list. If both are empty, returns issues updated in the last 30 days.
Get change history
Returns the changes made to the issue, latest first; each changed field is its own row.
Send notification
Sends Jira's own email notification about the issue. If no recipient is chosen, it goes to the assignee and watchers.
Get status options
Returns the statuses the issue can move to right now as a list.
Update issue
Changes the title, description, status, priority, assignee, labels or due date; empty fields are left unchanged. Labels are added and existing labels stay.
AttachmentAction · Flow step4
Add attachment
Creates a text file from the content you write and attaches it to the issue.
Get attachment
Reads the attachment's name, URL, size and type.
Get attachments
Returns all of the issue's attachments as a list.
Delete attachment
Permanently deletes an attachment from the issue.
CommentAction · Flow step5
Add comment
Writes a comment on the issue in the name of the person who connected Jira.
Get comment
Reads the comment's text, author and date.
Get comments
Returns the issue's comments as a list, latest first.
Update comment
Changes the text of a comment on the issue.
Delete comment
Permanently deletes a comment from the issue.
UserAction · Flow step1
Get user
Reads a Jira user's name, email and time zone. If the person's privacy settings hide the email, it comes back empty.
Example conversations
Visitor: Your mobile app closes when I tap "Pay" on the checkout screen.
Agent: I'll pass this to our development team. Could you tell me your phone model and the app version?
Visitor: iPhone 13, version 4.2.1
Agent: I've logged it as MOB-482. You can ask about its status with that number.
Behind the scenes: The "Create issue" step creates a bug titled "App closes on the checkout screen" in the MOB project; the description holds the device, version and a summary of the conversation, and the issue gets the "agenola" label.
Visitor: What's the status of MOB-482, which I reported last week?
Agent: MOB-482 is currently "In Progress"; our team is working on a fix.
Behind the scenes: The "Get issue" step reads the issue's title and status from Jira, and the agent gives the status in the visitor's language.
Visitor: I'd like to add something to MOB-482: it only happens when paying by credit card.
Agent: I've added that to the issue; our team will see it.
Behind the scenes: The "Add comment" step writes the visitor's note to MOB-482 as a comment.
Setup
- 1In Agenola, go to Integrations → Jira and press "Connect to Jira".
- 2On Atlassian's consent screen, choose your Jira site and grant access.
- 3In the flow editor, add the "Create issue" step under Add step → Integrations → Jira, and choose the site, project and issue type on the step.
Detailed setup: How do I create records in Trello and Jira?
Permissions and where your data goes
- Sent to Jira: the issue's title, description, labels, comments and attachments; the fields you set on the step.
- Read from Jira: only when a step asks, issue, comment, change history and user details; the sites and projects the connected account can access, for the site and project pickers.
- Permissions requested: reading and writing Jira issues, reading user details, and offline access so the connection keeps working.
- Connection details are stored encrypted on the server. Only the workspace owner and admins can connect or remove it; you can also revoke access from the Connected apps page of your Atlassian account.
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Frequently asked questions
How do I tell apart issues that came from chat?
Every issue gets the "agenola" label, and records marked urgent also get the "acil" label. You can filter by these labels in Jira or set up a separate board.
We use several Jira sites. What should we do?
If your Atlassian account has access to several sites, choose the site on every Jira step; without it, the step doesn't run. With a single site, you can leave the field empty.
Whose name are issues created in?
The person's who made the connection, and only in projects they can access. Connecting with a shared team account keeps the connection working when people change roles.