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Jira Integration

Integrate ChatterMate with Jira to enable AI-based ticket management and status inquiries. Let your AI agents create and update tickets based on customer issues to seamlessly track and resolve support requests.

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Integration Benefits

AI-Powered Ticket Management

AI agents automatically create and update Jira tickets based on customer conversations

Status Inquiries

Customers can ask about ticket status and receive immediate updates from AI agents

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Seamless Integration

ChatterMate connects to Jira using OAuth authentication, providing a secure and straightforward setup process:

  1. Navigate to the Integrations page in ChatterMate
  2. Select Jira from the available integrations
  3. Click the ”+ Connect” button
  4. Authorize the connection using Jira OAuth

Only Jira OAuth authentication is required. No complex configuration or webhook setup needed.

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Agent-Specific Configuration

Each AI or human agent can be configured with specific Jira integration settings:

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Ticket Creation Triggers

Configure when tickets should be automatically created in Jira:

  • Issues without immediate resolution
  • No transfer agent available
  • Transfer requests not attended
  • Customer follow-ups
  • Complex issues requiring tracking

You can enable or disable automatic ticket creation for each agent individually, allowing for specialized handling based on agent roles and responsibilities.

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Ticket Creation

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AI-Powered Ticket Creation

AI agents can automatically:

  • Detect when a customer issue requires tracking
  • Create appropriate Jira tickets with relevant details
  • Update customers on ticket status
  • Add conversation context to ticket descriptions

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One-Click Ticket Creation for Human Agents

Human agents can create Jira tickets with a single click:

The ticket creation dialog allows agents to:

  • Select the appropriate project
  • Choose the issue type
  • Set priority
  • Add a summary and description
  • Include conversation context automatically

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Ticket Customization

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Project Selection

Choose which Jira project tickets should be created in based on:

  • Customer issue type
  • Support department
  • Agent specialization

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Issue Type Configuration

Map ChatterMate conversation categories to appropriate Jira issue types:

  • Bug reports
  • Feature requests
  • Support inquiries
  • Account issues

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Priority Setting

Set ticket priority based on:

  • Customer status
  • Issue urgency
  • Business impact
  • Resolution timeframe

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Customer Experience

Customers benefit from the integration through:

  • Transparent Tracking: Receive ticket IDs and status updates directly in the conversation
  • Status Inquiries: Ask about ticket status at any time and receive immediate responses
  • Seamless Handoffs: Transition between AI and human agents while maintaining ticket context
  • Consistent Updates: Receive notifications as their issue progresses through resolution stages