Threadbox with Jira
Bugs reported to support need to reach engineering with enough context to act on, and customers need to hear back when they are fixed. The Jira app lets agents create an issue straight from a thread with the summary and conversation included, then shows the issue's status in the sidebar.
The issue key is stored on the thread, so rules and reports can find every thread waiting on engineering and the team can update customers when the fix ships.
Last updated
Setup
- 1
Open Settings, then Apps in your Threadbox workspace
- 2
Choose Jira and enter your site URL, account email and an API token
- 3
Set the default project key for new issues
- 4
Use Create Jira issue from any thread's sidebar
What you get
- Create a Jira issue from a thread in one click
- Summary and conversation included in the issue description
- Linked issue status and assignee shown in the Threads sidebar
- Issue key stored on the thread for rules and reports
- Keep threads pending while engineering works
From thread to issue in one click
The agent chooses Create Jira issue, edits the summary if needed and submits. The issue lands in your default project with the thread reference and conversation, and the thread is linked to it.
Status where support can see it
The sidebar shows the linked issue's key, status and assignee, so agents can answer 'is it fixed yet' without asking in Slack.
Close the loop with customers
Keep threads pending while engineering works. When the issue is done, reply and resolve, with CSAT following automatically.
Frequently asked questions
Yes. The app uses the Jira Cloud REST API with an Atlassian API token.
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Connect support and engineering
Create Jira issues from threads with the context engineering needs.
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