Configure Ticket Integration

Want your Discord community to create Service Desk tickets without leaving their favorite chat app? Perfect! Let's get ticket automation set up so your team can stay in the flow while support stays organized.

📋 Before You Start:

A Jira Service Management project ready (setup guide)
Jira Admin rights to manage apps and integrations
Permissions to invite bots to your Discord server
A Discord text channel or forum ready for ticket discussions (like #support, #tickets, or a bug-report forum)

🤖 Step 1: Connect Jiri Support Bot

First, let's connect the specialized Jiri Support Bot to your Discord server - this bot handles all ticket automation.

Navigate to Ticket Automation Settings:
- Click the Settings gear icon in your Jira header
- Select Apps from the menu
- Under Discord for Jira, click General Settings
- Switch to the Ticket Automation tab

Access Ticket Automation in General Settings

Add Jiri Support Bot:
- Click Add Bot to start connecting the support bot
- You'll be redirected to Discord to authorize the Jiri Support Bot
- Select your Discord server and click Authorize

💡 Quick tip: The Jiri Support Bot is separate from the main Jiri bot - this keeps ticket management organized and lets you customize permissions separately!

Confirm Connection:
- Return to Jira - your Discord server should now appear in the connected servers list
- Success! Your server is ready for ticket automation

✅ Step 2: Enable Your Service Desk Project

Now let's enable a specific Service Desk project to use ticket automation.

Enable Project for Tickets:
- In General Settings → Ticket Automation, scroll down to Jira Service Desk Projects
- Find your Service Desk project and click Enable
- Select which Discord server to enable for this project

Enable Service Desk projects for ticket automation

🎯 Note: Only Jira Service Management projects appear here - regular Jira projects can't use ticket automation.

⚙️ Step 3: Configure Your Project Settings

Time to configure the specific settings for your Service Desk project.

Navigate to Project Settings:
- In General Settings → Ticket Automation, find your enabled project
- Click the handy Configure button next to your project
- This takes you directly to the project's ticket automation settings

Use the Configure button for quick access to project settings

💡 Pro tip: You can also navigate manually via Project Settings → Apps → Discord → Ticket Automation, but the Configure button is much faster!

Set Your Discord Destination:
- Select the Discord text channel or forum where ticket discussions should happen
- Text channels create ticket threads inside the selected channel
- Forums use forum posts as the ticket discussion space
- Forum posts are visible to anyone who can access that forum, so private thread settings only apply to text channels
Review Ticket Types:
- Your request types are automatically imported from Jira Service Management
- Default field mappings are pre-configured - you can customize these later
Save Your Settings:
- Click Save Changes to activate ticket automation

Configure Discord channel and ticket settings

Test Your Setup

Let's make sure everything works:

Try Creating a Ticket:
- Go to your Discord server
- Type /ticket and select a ticket type
- Fill out the form and submit
Check the Magic:
- A new ticket should appear in your Jira Service Management project
- A ticket discussion should be created in Discord: a thread in a text channel or a forum post in a forum
- Messages in that discussion sync with Jira comments

Working? Fantastic! 🎉 Not working? Check the troubleshooting section below.

Quick Troubleshooting

🤔 /ticket command not appearing? Make sure the Jiri Support Bot has proper permissions and the project is enabled in General Settings.

🤔 Ticket discussions not creating properly? Verify the Jiri Support Bot has "Manage Threads" permission in your Discord server. Public ticket threads also need "Create Public Threads". Forum destinations need "Send Messages" so the bot can create forum posts, and forums do not support private ticket threads.

🤔 Sending the ticket panel to a forum? The app creates a dedicated forum post that contains the panel instead of posting a normal channel message.

Still stuck? Join our Discord for Jira Community - we've got your back!

What's Next?

Your ticket automation is live! Now you can:

Configure Ticket Types - Customize fields and forms
Set Up Ticket Panel - Add buttons for easy ticket creation
Configure Ticket Flow - Automate ticket lifecycle
Customize Notifications - Personalize ticket messages

Ready to help your community get the support they need! 🎫