Create Tickets from Messages

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.

Step 1: Right‑click the message

1. In Discord, right‑click the message you want to ticket.
2. Choose Create support ticket.
3. The app analyzes the message content with AI.

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)
• Select fields: Dropdowns with the valid options when you open Review & Edit
• 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.

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
• Forum reuse: When the configured destination is a forum and your source message is already inside that forum post, the app keeps using that same post instead of creating a second discussion

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.

Fix agent access

If Discord says your linked Jira account needs agent access, ask a Jira or service project admin to:

1. Open the service project and select Invite team, or open Project settings / Space settings and select Access or People and access.
2. Add your linked Jira account as an agent or to the Service Desk Team role.
3. Confirm that the account has Jira Service Management product access. A Jira site admin may need to grant it.

Then try Create support ticket again in Discord.

For Jira’s current instructions, see Add service project agents, manage project role membership, or manage access in team-managed service projects.

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.
• Why was no new discussion created? Forum destinations reuse the current forum post when you create a ticket from a message inside that post.
• Why was ticket creation blocked for this forum post? A forum post can only be linked to one Jira issue or ticket at a time.

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.