Turn a Discord message into a Jira Service Management ticket in a couple of clicks. The app uses AI to classify the request type and prefill fields, so you can go from “huh?” to “ticket created” fast.
✅ Before You Start
- Ensure at least one Service Desk ticket type is configured for your server (see Configure Tickets).
- Connect your Discord user to a Jira account if you plan to create tickets from other people’s messages (see the User Guide).
- Make sure you have Service Desk Agent permissions in target projects when creating tickets from others’ messages.
- Review Bot Permissions if actions seem blocked.
Step 1: Right‑click the message
- In Discord, right‑click the message you want to ticket.
- Choose Create support ticket.
- The app analyzes the message content with AI.
💡 Quick tip: You can always start with your own messages. Creating from others’ messages requires a connected Jira account and agent permissions.
Step 2: Review the suggestions
After analysis, you’ll see a preview card with suggested details:
- Request type: Auto‑classified from available project request types
- Summary & description: Extracted from the message
- Fields from your ticket type: Values are suggested based on your ticket type configuration (for example, Priority or Components)
- Confidence: A visible indicator in the preview card
You have three choices:
- Create Ticket: Accept suggestions and create instantly.
- Review & Edit: Open a modal to adjust fields before creating.
- Change Request Type: Pick a different request type if classification isn’t right.
✍️ Pro tip: If the preview looks close but not perfect, use “Review & Edit” to tweak summary, description, or fields.
Step 3: Create and attribute correctly
When you create the ticket:
- Reporter: The original message author
- Creator: The person who initiated ticket creation (shown separately)
- Thread display: Shows “Original message by: [name]” and “Ticket created by: [name]”, including a link back to the source message
- Thread membership: Both reporter and creator automatically join the ticket thread
Permissions model
- Create from your own messages: Anyone can do it.
- Create from others’ messages: Requires connected Jira account and Service Desk Agent permissions in the target project.
- Project filtering: When creating from others’ messages, only request types from projects where you have agent permissions are shown.
Troubleshooting / FAQ
- “Create support ticket” option missing? Ensure the bot is present and at least one request type is configured. See Set up JSM.
- Can’t create from someone else’s message? Ensure your Jira account has the “Service Desk Agent” role in the target project’s permissions.
- Wrong request type suggested? Use Change Request Type in the preview.
- Fields look off? Choose Review & Edit to adjust before creating.
Next Steps
- Create Tickets — Other ways to open tickets via buttons or slash commands.
- Auto‑populate ticket fields — Enrich Jira issues with Discord context.
- Work with tickets — Reply, triage, and close tickets from Discord.
