JIRA Software

How to integrate with JIRA Software

Integrations is a part of the Custom plan. Additional cost might apply.

The JIRA integration aligns Suptask ticketing with agile project management and development issue tracking, providing a seamless link between support and development. This ensures tickets needing engineering support are efficiently tracked and resolved.

Use Cases with Suptask:

• Automatically create Jira issues for tickets that need development work.

• Sync ticket updates with Jira to keep teams up to date.

• Enrich tickets with ticket details for broader project visibility.

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Requirements

You need a JIRA Software Cloud account in order to set up the integration.

Setup communication to JIRA

1. Log in to your Atlassian profile and navigate to Security > API Tokens.

2. Click on Create API Token.

3. Provide a descriptive label for your token, such as Suptask Integration.

4. Click Create to generate the token.

5. Copy the API token that is displayed.

6. Share the API token securely with the Suptask Integrations Specialist (SIS) contact

   1. Include the Email address linked to the token and the corresponding Domain e.g: [e-mail] https://mydomain.atlassian.net

Setup communication from JIRA

1. In JIRA, open the JIRA Settings in the upper right corner (on the cog-icon)

2. Select System

3. In the Advanced section in the left menu, open the WebHooks item

4. Create a new WebHook

   1. Name: Suptask - New Comment

   2. URL: https://... (this is shared to you from the Suptask Integrations Specialist (SIS) contact)

   3. Select the following Events: Comment Created + Updated

5. Save

The integration will be enabled for an Inbox, or for a particular Form of your choice.

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Example of how it works

1. Ticket in Suptask is created

2. Team of Agents decide to escalate to JIRA for further development work.

   1. The creation to JIRA can also happen automatically for every created Suptask ticket in your Inbox, this is customizable.

3. Ticket is automatically created in JIRA from Suptask, where the Suptask ticket is connected to the JIRA issue.

4. Actions, replies and comments are automatically synced bi-directionally.

   1. For example, status changes can be aligned between the systems

5. Agents in Suptask can reply on tickets directly in Slack.

Example view from JIRA:

Example how replies in Slack can look in JIRA via Suptask

Example view from Suptask in Slack:

Example of the view in Suptask with the connect JIRA issue

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How to get started

The JIRA integration is setup and enabled together with the Suptask Integrations Specialists (SIS).

Contact Suptask Support for more information and to get started.