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Jira Integration

Jira Integration

AgentDesk can sync tickets with your Jira Cloud projects. Tickets created in the portal appear in Jira, and updates made in Jira are reflected in the portal.

What syncs

When Jira integration is active:

  • New tickets created in the portal are automatically created in Jira
  • Comments sync both ways -- comments added in either system appear in the other
  • Status changes in Jira are reflected in the portal
  • Updates to tickets flow in both directions

Setting up Jira

Organisation-level connection

  1. Go to Admin > Settings > Integrations.
  2. Select Jira.
  3. Enter your Jira instance URL, service account email, and API token.
  4. Click Test Connection to verify the credentials work.
  5. Click Save.

Portal-level settings

Each portal can be configured independently:

  1. Go to Admin > Portals > [your portal] > Integrations > Jira.
  2. Choose the Ticket Mode:
    • Jira Sync -- Tickets sync between AgentDesk and Jira
    • Local Only -- Tickets stay only in AgentDesk
  3. Select the Jira project to sync with from the dropdown.
  4. Choose the default Issue Type for new tickets.

Importing existing tickets

If your Jira project already has tickets, you can import them into AgentDesk:

  1. Go to Admin > Portals > [your portal] > Jira > Import.
  2. Click Start Import.
  3. Monitor the progress as tickets are imported in batches.

Using the portal without Jira

Jira integration is optional. The portal has its own built-in ticketing system that works independently. You can create, manage, and resolve tickets entirely within AgentDesk without Jira.

What happens if Jira is unavailable

If Jira is temporarily unreachable, tickets are still saved locally in the portal. Sync operations will log a warning and can be retried when Jira is available again.

Troubleshooting

Connection test fails

  • Check that the Jira URL includes the full address (for example, https://yourorg.atlassian.net)
  • Verify the service account email and API token are correct
  • Ensure the service account has access to the Jira project you want to sync with

Tickets not syncing

  • Confirm the portal is set to Jira Sync mode (not Local Only)
  • Check that a Jira project is selected for the portal
  • Verify the Jira connection is still active from Admin > Settings > Integrations