Connecting Jira

Updated Dec 15, 2025

Create and link Jira issues from customer conversations to track bugs, feature requests, and support tasks.

Prerequisites

Before connecting Jira, you'll need:

A Jira Cloud account (Atlassian)
An API token from your Atlassian account
A project where issues will be created

Getting Your API Token

Go to Atlassian Account Settings
Click Create API token
Give it a name (e.g., "Helplane Integration")
Copy the generated token immediately (you won't see it again)

Configuring Jira in Helplane

Go to Settings in the left sidebar
Select Integrations
Select the brand you want to connect Jira to (each brand can have its own Jira configuration)
Find Jira in the Apps section
Click Connect

Note: Jira is connected per brand. If you have multiple brands, you can connect each to a different Jira project.

Required Settings

Site URL Your Atlassian site URL in the format https://your-domain.atlassian.net

Account Email The email address associated with your Atlassian account.

API Token The API token you generated from your Atlassian account.

Project Key The key of the Jira project where issues should be created (e.g., "SUP", "BUG", "FEAT").

Find your project key in Jira:

Go to your project in Jira
Look at the URL - it contains the project key
Or check Project Settings > Details

Issue Type (Optional) The type of issue to create (e.g., "Task", "Bug", "Story"). If not specified, defaults to "Task".

Creating Issues from Conversations

Once Jira is connected, you can create issues directly from the conversation sidebar:

Open a conversation
Find the Jira section in the sidebar
Click Create Issue
Enter a summary and optional description
The issue is created in your configured Jira project

Created issues include:

Summary: Your provided title
Description: Your provided description
Project: Your configured project
Issue Type: Your configured type (or "Task")

Linking Existing Issues

You can also link existing Jira issues to conversations:

Open a conversation
In the Jira sidebar section, click Link Issue
Search for the issue by key or text
Select the issue to link it

Linked issues display their current status, priority, and assignee directly in Helplane.

Use Cases

Bug Tracking When customers report bugs, create a Jira issue directly from the conversation to track it for your development team.

Feature Requests Capture customer feedback as Jira issues to add to your product backlog.

Escalations Technical issues that need engineering attention can be tracked in your sprint by creating or linking Jira issues.

Support Tasks Create tasks for follow-up actions that need tracking outside of Helplane.

Troubleshooting

Issues not being created

Verify your API token is correct and hasn't expired
Check that the project key exists and you have permission to create issues
Ensure the issue type exists in your project

Authentication errors

Double-check your email address matches your Atlassian account
Generate a new API token if the current one isn't working
Verify your site URL is correct (include https://)

Wrong project or issue type

Review your configuration in Helplane
Remember project keys are case-sensitive

Limitations

Updates in Jira don't sync back to Helplane (issue status is fetched when viewing)
One Jira project per brand configuration
Issues must be created or linked manually from the conversation sidebar