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Integration

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.

  • UK/EU hosted
  • UK GDPR ready
  • Encrypted at rest and in transit
  • Companies House 00838986

Last updated

Setup

  1. 1

    Open Settings, then Apps in your Threadbox workspace

  2. 2

    Choose Jira and enter your site URL, account email and an API token

  3. 3

    Set the default project key for new issues

  4. 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.

Try it on your own website

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Close the loop with customers

Keep threads pending while engineering works. When the issue is done, reply and resolve, with CSAT following automatically.

FAQ

Frequently asked questions

Yes. The app uses the Jira Cloud REST API with an Atlassian API token.

Keep exploring

Connect support and engineering

Create Jira issues from threads with the context engineering needs.

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  • UK/EU hosted
  • UK GDPR ready
  • Encrypted at rest and in transit
  • Companies House 00838986