Want your Discord folks to easily raise tickets without the dreaded tab-switching dance? Good news - you’re in the right spot! Let’s quickly set up Discord ticketing and keep things flowing.
✅ Quick Checklist (Before You Dive In)
Make sure you have:
- ✅ A Jira Service Management project ready (Here’s how to set it up if you’re new!).
- ✅ Admin rights on Jira and permission to invite bots on Discord.
- ✅ A cozy Discord channel ready for ticket threads (e.g.,
#support).
Ready? Let’s go! 🚀
🛠️ Step 1: Navigate to Ticket Settings
- Open your Jira Service Management project.
- Click the three dots (…) next to your project’s name and select Project settings.
- From the sidebar, select Apps → Discord → Tickets.
🤖 Step 2: Connect “Jiri Support” bot to Discord
Invite the dedicated Jiri Support bot to your Discord server - this bot specializes in tickets and keeps things tidy:
- Click the Connect button.
- A Discord authorization screen will pop up. Select your server and authorize the Jiri Support bot.
- After authorization, you’ll automatically land on the Configure Ticket Settings page.
💡 Quick tip: Having a separate bot for ticket management lets you personalize nicknames and roles in Discord!
🎯 Step 3: Configure Your Ticket Settings
Now, let’s tweak some ticket settings:
💡 Note: Throughout Jira’s UI, you’ll see the term “Request Type” used. Don’t worry - this means exactly the same thing as “Ticket Type” in Discord.
- Discord channel: Select the channel where ticket threads will magically appear (like
#supportor#tickets). Keep it simple! - Request Types: Good news - request types from your Jira project are automatically populated! Feel free to adjust these (remove or modify fields) as you prefer, or just trust the defaults and hit Save for now.
💡 Looking to customize fields further? Check out our detailed Field Customization Guide.
🚨 Step 4: Save & Test Your Setup
Hit Save and celebrate - you’ve configured Discord tickets! 🎉
Quick test:
- Jump into Discord, type
/ticket, and select your request type. - Fill out your test form and submit.
- Watch the magic: a ticket should pop up in Jira, with a neat thread in Discord.
Did it work? Awesome! Didn’t? Check permissions or hop over to our Troubleshooting guide.
📌 Ticketing Workflow (A Handy Diagram)
Here’s the visual magic behind-the-scenes:
Discord User 🎮
↓
Discord (`/ticket`) 🗣️
↓
Jira Service Desk Ticket 📝
↕️
Discord Thread 💬 (user ↔️ support agent)
🕵️♂️ Quick Troubleshooting
- Bot silent? Double-check Discord permissions (bot needs thread permissions!).
- Form won’t submit? Ensure required Jira fields match Discord’s ticket form.
Still stuck? No shame - we’re friendly over in the Discord for Jira Community. Swing by!
📖 Next Steps:
- Learn how users create tickets → Creating Tickets (User Guide)
- See how support teams manage tickets → Working with Tickets (Support Team Guide)
