JIRA Integration - Features and Setup

Improve cross-team collaboration with Jira Cloud x Helpwise Integration.

Abhinash Daulaguphu

Updated 1 year ago

Overview
Administrators and team members can use the Jira integration to create, view, and update Jira issues from within Helpwise. Users can create new issues with custom field details, or they can access existing issues and link them to a specific Helpwise conversation and contact.

Key Functionalities of JIRA Cloud X Helpwise Integration

1. Create JIRA Issues: Created issues get linked to the particular conversation and contact on Helpwise

Create Issue

View Issue

2. Update JIRA issues: Edit existing issues and add comments directly from Helpwise

Update Issue

3. Configure Custom Fields: Add additional context to your JIRA issues. Custom fields can be configured from integration settings. Cjj

Custom field Configuration

4. Get Context on JIRA: When a Jira issue is linked to Helpwise, Helpwise Conversation and Contact details (email for email inbox, phone number for SMS, Whatsapp inbox) are added to the details of the Jira issue.

You can also link a Helpwise conversation or contact on JIRA directly by populating the 'Helpwise contact email' and 'Helpwise conversation link' fields on JIRA
Issue Details

How to Setup JIRA Integration

Note: To enable the Jira integration for the first time, you must be an admin in Jira and Helpwise, however once enabled, it can be used by any team member.

Admin Steps

Step 1: Go to the Automation menu and select Integrations

Step 2: Select JIRA from the list of integrations and click on Connect

Step 3: Authorize Helpwise to access your Atlassian Account by clicking Accept.
In case, you are not logged in to your Atlassian Account, then you first need to log in to your account and authorize the access request.
Step 4: Click Confirm on redirection allowing Helpwise to create custom fields namely Helpwise Conversation Link and Helpwise Contact which are used to link Jira Issue with Helpwise

Step 5: Configuration in your JIRA account

Go to your Jira Issue Settings
Click on Custom Fields and search for Helpwise Conversation Link and Helpwise Contact, and associate both these fields to the screen

Step 6: You're all set! Start using Jira from the integration panel on Helpwise

Team member Steps

Step 1: Go to the Automation menu and select Integrations

Step 2: Select JIRA from the list of integrations and click on Connect

Step 3: Authorize Helpwise to access your Atlassian Account by clicking Accept
In case, you are not logged in to your Atlassian Account, then you first log in to your account and authorize the access request.

Step 4: Go into your inbox in Helpwise. On any conversation, click on the Jira icon from the integration panel

Step 5: Click on Create Issue to create a Jira issue directly from Helpwise

Note: Helpwise Conversation Link and Helpwise Contact are required to be configured for using Jira X Helpwise integration.

Helpwise conversational link will contain the conversation URL
Helpwise contact will contain Phone Number (in case of SMS/Whatsapp Inbox) and/or email address (in email inbox/live chat inbox)

Start using Jira Cloud x Helpwise integration to efficiently collaborate across teams.

If you have any queries about the Jira Cloud x Helpwise integration or anything around Helpwise, feel free to contact our live chat support or email at help@helpwise.io

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