Create a Jira ticket without leaving the Acquire Dashboard. Now, when customers report software issues, agents can create and link tickets in Jira from the Acquire Dashboard.
In this article:
- Installing Jira
- Creating Tickets on the Dashboard
- Linking Tickets
- Editing or Uninstalling Jira
What you’ll need:
- A Jira Account with administrative permissions (Organization Admin Role) and company managed projects
Please note that company-managed projects are required for this integration.
To get started, go to the Acquire App Store > Support > Jira. Click on ‘Install App’. Review the app capabilities and click on ‘Install’.
You’ll then be directed to authorize the app. Click on ‘Authorize Access’ then click on ‘Accept’.
You may be asked to log in.
The Settings tab will automatically populate with the Jira Site Url associated with the account you provided. If you use more than one account, select the correct Jira account from the drop-down menu.
After selection, you’ll be directed to map Acquire attributes with Jira data fields. Acquire attributes are Custom Attributes that are used in a visitor’s profile in the Dashboard. The Jira fields display on tickets on the Acquire Dashboard and in Jira. Map fields that make sense for your use case. Please note that a summary is required.
Once you’ve finished mapping, hit ‘Save’.
Creating Tickets on the Dashboard
During a conversation on the Dashboard, when a customer brings up a product issue, agents may log that ticket into Jira without leaving Acquire.
Send a Ticket to Jira
In the customer profile, click on the Jira tab. Create a ticket by indicating its:
- Project - This will link to the Jira company-managed project boards.
- Issue type
- Priority level
Your fields may differ depending on how your Jira projects were set up.
Once an agent has completed the descriptors, click on ‘Send to Jira’.
The assignee will see the ticket in Jira and agents may pull up ticket information at the bottom of the 'Create Ticket' and 'Link Ticket' interfaces.
Refer to a Dashboard conversation by linking tickets and letting relevant engineers know about recurring issues and the context surrounding them. To link a ticket, go the 'Link Ticket' tab in the Jira integration panel and insert the ticket number or description in the search bar. Then select the appropriate ticket and link it to that conversation.
The ticket will appear beneath ‘Create Ticket’ and ‘Link Ticket’ menus on the Acquire Dashboard.
Editing or Uninstalling Jira
Need to make changes to the field mappings? Go to the App Store and click on the three dots (‘...’) on the Jira tile and select ‘Edit’. You’ll be able to make changes to the fields you mapped. Click ‘Save’ to complete the changes.
Need to uninstall? Go to the App Store and click on the three dots (‘...’) on the Jira tile and select ‘Uninstall’. The application will be uninstalled.