Connect Jira and link issues to tickets

Connect your Jira site

You need the permission Manage integrations, which administrators have.

1. Open Settings > Integrations > Jira and click Connect Jira.
2. Sign in to Atlassian, pick your site on Atlassian's screen and accept.
3. If your Atlassian account reaches more than one Jira site, Deskwoot asks you to Pick your Jira site. Click Use this site next to the one your team uses.
4. Under Defaults for new issues, choose a Project, an Issue type and, if you like, a Component, then click Save. Agents can pick something else for each issue.

Connect your own Atlassian account

An issue raised from Deskwoot is created under the Atlassian account of the agent who raises it, so it carries their name in Jira and follows their Jira permissions. Each agent connects their account once under Settings > Profile > Connected accounts with Connect Atlassian account, or right in the dialog the first time they raise an issue. The person who connected the site for the workspace needs no second connection. Seeing and linking issues works without it.

Link an existing issue

1. Open the ticket. The Linked issues section sits in the ticket's Details tab on the right.
2. Click Link issue and search by issue key, such as TAB-123, or by words from the title.
3. Pick the issue. Deskwoot writes a line in the ticket, and the issue gets a link back to the ticket in Jira.

A ticket can have several issues, and one issue can be linked to many tickets, for example when many customers report the same bug. To remove a link, click the X next to the issue and confirm. The link back to the ticket is removed in Jira too.

Raise a new issue

1. In Linked issues, click Raise issue. The title and description start with the ticket's title and summary.
2. Click Draft bug report with Copilot to have Copilot write a report for developers from the ticket's title, summary, context and comments. Copilot does not get the customer's name and is told to leave personal data out, and the draft counts as Copilot usage like other Copilot drafts.
3. Check the Project, Issue type and Component, then click Raise issue.

The text is copied to Jira and leaves Deskwoot. If you delete or export a customer's data in Deskwoot, the copy in Jira is not included, so leave out personal data the developers do not need.

Follow the status in Deskwoot

Jira tells Deskwoot about every status change, and an hourly check catches anything that was missed. Each new status writes a line in every ticket linked to the issue. Linked issues shows each issue's key, status and whole title. In the ticket list, the ticket's row shows the issue's key with a dot in the color of its status (grey for To do, blue for In progress, green for Done), and pointing at it shows the status name. Search the ticket list for an issue key to find every ticket linked to it. An issue deleted in Jira shows Deleted in Jira.

Let rules move tickets along

Under Settings > Automation, a rule with the event Linked Issue Changed runs when an issue is raised from a ticket, linked to it, unlinked from it or changes its status in Jira. Its conditions Issue change, Issue status category (To do, In progress, Done), Previous issue status category and Issue status (the status name in Jira) pick the changes it acts on. These rules never run on resolved tickets. More about rules in Creating automation rules.

The Rules card on the Jira settings page opens 2 ready rules for you to check and save:

• Issue raised or linked: set a ticket status, for example a ticket status of your own that pauses the SLA while development works on it.
• Issue done: hand the ticket back with a note: sets a ticket status, assigns the ticket to whoever linked the issue and adds a note that tells them.

Disconnect or reconnect

When Atlassian no longer accepts the connection, for example because access was removed or it went unused for 90 days, the Jira page shows Jira needs a new sign in. Click Reconnect to keep issues in sync. Disconnect stops raising and linking and removes the agents' own Atlassian connections. Deskwoot keeps the links but hides them on tickets while Jira is not connected. Once Jira is connected again, they show again with their last known status, and an API token or an MCP token can still read them in the meantime.

Frequently asked questions

Why do I not see Linked issues on a ticket?

The section shows only on tickets, while tickets are switched on and Jira is connected. Customer conversations have no linked issues.

Why does Deskwoot ask me to connect my Atlassian account?

An issue you raise is created under your own Atlassian account, so it carries your name in Jira. You connect it once. Seeing and linking issues works without it.

Does the customer see the Jira issue?

No. Tickets are your team's internal work, so the issue and its status lines stay with your team.

Can Deskwoot move an issue to the top of the Jira backlog?

No. The order of the backlog belongs to your board in Jira, so rank issues there or with Jira's own automation.

Can the API or an MCP connection work with Jira issues?

An API token or an MCP token can read a ticket's issues, link existing issues and unlink them. Raising a new issue needs a person's own Atlassian account, so only a member raises issues, from the ticket.