When a support ticket points to a bug or feature request, Jira is where the work gets done. Connecting Jira lets you link tickets to issues, spin up new issues straight from a ticket, and keep everyone informed as engineering makes progress.
Connect your Jira instance
Setup uses Jira's secure sign-in, so you never share your password with TixTalk.
- Go to Settings, then Connected Apps, and find the Jira integration.
- Click Connect Jira and authorize access to your Jira site.
- Once authorized, you're returned to settings showing you're connected, along with your Jira site address.
- Use Test Connection at any time to confirm the integration is working. If it fails, choose Re-authorize to reconnect.
Link and create issues from a ticket
You work with Jira right from the ticket detail page — no context switching required.
- Open a ticket and search your Jira issues by keyword to find an existing one.
- Link the matching issue to the ticket to connect the two.
- To raise something new, choose to create an issue. Pick the Jira project, then run the AI analysis: TixTalk reads the ticket and suggests one or more issues, each with a summary, description, issue type and priority.
- Edit any suggestion, add an issue of your own, or delete ones you do not want, then create them — all the issues you keep are created in one go and linked to the ticket.
- To remove a connection, unlink the issue from the ticket.
The fields you can set on a new issue are project, issue type, summary, description, priority and labels. Components and other Jira fields are not available from TixTalk.
Keep everything in sync
Once linked, TixTalk and Jira stay aligned so nobody has to double-check both tools.
- Jira sends status changes and new comments back to TixTalk through a webhook, so a linked ticket reflects where the engineering work stands, and your team gets an in-app notification for each one.
- Use Sync on a ticket to refresh its linked issues on demand.
- View all issues linked to a ticket in one place to track related engineering work at a glance.
- With progress visible on the ticket, agents can keep customers informed without chasing the engineering team.
Connecting Jira closes the loop between support and engineering, so customer-reported problems turn into tracked, resolvable work.