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When a customer problem needs work from engineering, product, or operations, the Jira integration lets you raise it in Jira straight from the Sayless ticket, or link an issue that already exists. Changes to the issue in Jira show up on the ticket’s timeline. Available on all plans. Each agent connects their own Jira account; issues are created as that person.

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How it works

  • Create issue opens a form on the ticket and creates the issue in Jira.
  • Link issue attaches an existing Jira issue to the ticket. You can search, or pick from recent issues.
  • Linked issues are listed on the ticket with a link to open each one in Jira.
  • Updates from Jira are added to the ticket’s timeline: changes to the issue’s status, priority, and assignee.
A ticket can have several linked issues, and one issue can be linked to several tickets. Linking doesn’t change the ticket itself.

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Connect Jira

  1. Open Settings > Apps.
  2. Find Jira and click Add, then approve access in Atlassian and choose your Jira site.
Each teammate who wants to create or link issues connects their own account. The ticket’s Jira section shows No Jira account connected until you do.

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Create an issue from a ticket

  1. Open the ticket and find Jira in the details panel.
  2. Click Create issue.
  3. Choose the Project and Issue type, then enter a Title and Description.
  4. Optionally place it on a Board (with a Sprint and Board column) or give it a starting Status.
  5. Create the issue. It’s linked to the ticket right away.
  1. In the ticket’s Jira section, click Link issue.
  2. Search by summary or key (for example SUP-42), or choose a recent issue.

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What you’ll see on the ticket

When the issue changes in Jira, the ticket timeline gets an entry such as SUP-42 status updated to Done or assignee updated to Sam Lee.

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Troubleshooting