Ready to level up your ticket handling? Let’s dive into configuring the Ticket Flow - from assigning roles, managing status updates, to gracefully closing out tickets. Say goodbye to manual chores and hello to automated magic! ✨
✅ Quick Check: Before You Begin
Just a quick rundown before we start:
- ✅ Your Jira project and Discord server are linked and ready.
- ✅ You’ve got Jira admin rights.
- ✅ You’re all set with your ticket types configured.
Good to go? Awesome, let’s roll!
⚙️ Adding a Support Role to Discord
Before you start pinging your team like crazy, make sure you’ve got the support role set up properly in Discord:
- Head to your Discord server settings (Server Settings → Roles).
- Create (or choose) your trusty support role - like
SupportTeam. - Flip the switch on “Allow anyone to @mention this role” so your team gets notified.
- Double-check that this role can actually see and participate in your support channel - otherwise, they’ll just feel left out.
🚦 Step 1: Configuring Role Assignment (Optional, but cool!)
Automatically assign Discord roles to notify your team instantly when new tickets appear:
- In Jira, navigate to Project settings → Apps → Discord → Tickets.
- Edit your ticket configuration, then pick your request type.
- Under Role Assignment, choose the Discord role that matches the experts who’ll handle this ticket.
💡 Quick fact: Use roles wisely - like assigning @SupportTeam for technical issues or @BillingTeam for payment queries.
📬 Step 2: Sending Jira Updates to Discord
Want your Discord users to stay updated about their tickets without lifting a finger? Easy:
- In your ticket configuration, go to the Ticket Flow Options section.
- Toggle on “Post Jira Status Updates to Ticket Thread”.
- Now, when your agents update ticket statuses in Jira (e.g., In Progress, Resolved), Jiri bot will send friendly updates directly to the Discord ticket thread.
🔒 Step 3: Closing & Locking Threads
No one likes messy threads lying around. Set automatic cleanup rules:
- In your ticket configuration, within the Ticket Flow Options section, select your preferred closing action under “When Jira ticket is resolved then:”:
- Do nothing: Leave threads open (for the adventurous).
- Close Thread: Hides the thread from the channel’s active thread list but allows users to read and continue the conversation if they access it directly.
- Lock Thread: Makes the thread read-only, preventing any new messages.
- Close and Lock: Hides the thread and prevents further interaction - clean & tidy, zero fuss.
⏰ Note: Ticket threads will automatically close after 7 days of inactivity to keep your channels tidy.
🤖 Step 4: Automatic Jira Resolution from Discord
Feeling brave? Let automation handle Jira ticket closures based on Discord thread closure:
- Still in Ticket Flow Options, enable “Auto-resolve Jira Ticket on Thread Closure”.
- Once a Discord ticket thread is manually closed (by moderators or automatically due to inactivity), Jira tickets automatically move to a closed state.
🤖 Cool tip: This feature uses AI to analyze thread conversations and automatically selects the best resolution reason based on context - saving you from guessing!
🎯 Best Practices
- Clearly define ticket lifecycle expectations with your team to avoid confusion.
- Regularly review auto-closed tickets (especially if using AI features) to ensure everything’s on track.
- Limit your request types to keep things intuitive - too many options can confuse your users.
🚨 Quick Troubleshooting
- Roles not assigning? Verify role permissions and bot permissions in Discord.
- Status updates missing? Double-check that Jira statuses are correctly mapped.
- Threads not closing? Confirm you’ve set up your thread closure actions correctly.
Still scratching your head? No worries - we’re always here at the Discord for Jira Community.
Happy automating! 🚀
