# JIRA Software

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

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**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:\
      <first.last@mydomain.com>\
      <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 &#x20;
4. **Create a new WebHook**&#x20;
   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**&#x20;
5. **Save**&#x20;

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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&#x20;

1. Ticket in Suptask is created&#x20;
2. Team of Agents decide to escalate to JIRA for further development work.&#x20;
   1. The creation to JIRA can also happen automatically for every created Suptask ticket in your Inbox, this is customizable.&#x20;
3. Ticket is automatically created in JIRA from Suptask, where the Suptask ticket is connected to the JIRA issue.&#x20;
4. Actions, replies and comments are automatically synced bi-directionally.&#x20;
   1. For example, status changes can be aligned between the systems
5. Agents in Suptask can reply on tickets directly in Slack.

&#x20;**Example view from JIRA:**

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2Fu7yeG0miGPEwe312vnYx%2Fimage.png?alt=media&#x26;token=024f2bd3-51f9-4d86-aa61-6cfc2af07c03" alt=""><figcaption><p>Example how replies in Slack can look in JIRA via Suptask </p></figcaption></figure>

&#x20;**Example view from Suptask in Slack:**

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2FrepT5DTKSuu9fXnm4YOt%2Fimage.png?alt=media&#x26;token=246eab8f-d311-41a1-9c24-31fcddce59ef" alt=""><figcaption><p>Example of the view in Suptask with the connect JIRA issue</p></figcaption></figure>

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### How to get started

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

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Contact [Suptask Support](https://support.suptask.com/getting-started/contact-support) for more information and to get started.&#x20;
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