So, you’re on the support team and tickets from Discord are popping up in Jira - great news! Now, let’s walk through how to smoothly manage these tickets without losing your sanity (or your sense of humor).
🎟️ Where Do Tickets Come From?
When users raise tickets via Discord (/ticket command or ticket panel), a new issue is created in your Jira Service Management project. But the magic doesn’t end there - a cozy Discord thread is also created for chatting with the user.
When you click the “More info” button under ticket details in Discord, you’ll see the current status and a link to the corresponding Jira ticket (if you’re part of the support team), or just a direct link to the ticket thread (if you’re the original reporter). This ensures you always get the most relevant link based on your role.
💬 Chatting in Discord Threads
Each Jira ticket has a linked Discord thread where the user first reported their issue. This is your team’s private chat space with the user.
- Use Discord threads to:
- Ask for more details.
- Provide quick updates.
- Exchange cat gifs (optional but highly recommended 🐱).
If you respond directly in the Discord thread, you’ll reply as yourself (your Discord user). If you respond via Jira by clicking the “Reply to customer” button, you’ll reply as the “Jiri Support” bot. Handy if you’d prefer not to reveal your Discord identity (though realistically, this might be rare).
All your messages stay organized within the Discord thread - nice and tidy!
🔄 Keeping Jira and Discord in Sync
Here’s the best part:
- When you comment on a ticket in Jira, your response automatically appears in Discord. Magic! ✨
- When you send a message in the Discord thread, a comment about your new message will be added to the Jira ticket, and the entire message history will also be visible in the Discord panel within Jira.
So you and the user can chat wherever you’re comfy, and everything stays in one place.
📌 Quick Status Updates
Anytime you change the ticket status in Jira (like moving from “Open” to “In Progress”), our helpful bot posts a friendly update in Discord.
For example:
Users love knowing things are moving forward!
📎 Adding Screenshots and Files
Users often share screenshots or logs in Discord threads (yay!). The bot magically attaches these files to your Jira ticket too, making troubleshooting easier.
You can do the same - post files directly in Discord or Jira; either way, they stay attached and handy.
✅ Resolving and Closing Tickets
Fixed the issue? Awesome! Mark the ticket as resolved in Jira, and the bot will update Discord immediately:
🎉 Ticket SUPPORT-123 has been resolved.
Depending on your team’s settings, resolved threads might automatically close or lock to keep your support channel neat and clean. (Admins can configure this - handy, right?)
You can also manually close ticket threads in Discord. If “Auto-resolve Jira Ticket on Thread Closure” is set by your admin (learn more in the Ticket Flow Configuration Guide), then the ticket will automatically close in Jira with an AI-powered resolution type.
🕵️ Finding Old Ticket Threads
Need to revisit an older ticket? No sweat:
- Click the “Threads” button at the top of your support channel - older or closed threads will appear neatly labeled by Jira ticket keys (like
SUPPORT-123). - Alternatively, click “Open in Discord” directly from the Jira ticket (handy!).
🚨 Automatic Role Assignment (Make sure tickets don’t get lost!)
Your Jira admin might have set up automatic role assignment for incoming tickets. This means:
- Tickets could automatically be assigned to a Discord role you’re in (like
@SupportTeamor@BillingTeam). - You’ll instantly get notified when new tickets arrive - no ticket gets left behind!
Encourage your Jira admin to enable this feature; it’s a great way to keep things running smoothly!
🔒 Privacy (Yep, It’s Covered)
Ticket threads are private:
- Only the original reporter, your support team, and our friendly bot can see the conversation.
- No one else on the server sees the ticket (or your jokes about turning devices off and on again).
🤓 Pro Tips
- Use @mentions to ping teammates if you need help - they’ll automatically be added to the thread.
- Clearly define ticket lifecycle expectations within your team to avoid confusion.
- Regularly review auto-closed tickets (especially if your team uses automated resolution) to ensure accuracy.
- Keep communication friendly, clear, and concise (with a pinch of humor, if that’s your style).
🛟 Still Need Help?
Got questions or something’s not quite working? Don’t be shy - drop by our Discord for Jira Community. We’re always ready to help (and laugh).
Happy supporting! 🚀🎯
