Jira

Link customer issues in Pylon to ticket in Jira

Setup

Click into the App Directory from your Pylon dashboard and then click on the Jira integration to view setup instructions.

Creating Jira Tickets

You can create an issue via the Kanban board or via the triage channel.

1. Via Kanban: From a Pylon issue, you’ll see a Jira Details module in the sidebar. Select the project you’d like to create the ticket in, and click Create.

1. Via Triage channel: when conversational tickets are posted in your triage channel and product ticketing is enabled, you’ll see a Create Ticket 📦 button.

Clicking it will allow you to select with JIRA project to create the issue in, along with a pre-filled AI generated title.

Linking Jira Tickets

You can also search for a Jira ticket by identifier or keywords, or directly paste in a link to the ticket.

Inside Pylon

Comments in Jira sync as internal notes to Pylon and comments on the Jira internal thread from Pylon sync back to Jira as comments on the ticket.

When a linked Jira ticket is completed, the Pylon issue receives a notification. By default, it also moves to Waiting On You so you can tell the customer about the completed change.

You can disable that status change in the Jira integration settings by turning off Automatically move linked Pylon issues to “Waiting On You” when the linked Jira issue is completed. You can also control status changes with triggers.

Customizing Status Syncing

You can customize how Jira ticket status changes affect your Pylon issues using Triggers. Select ticket source via drop down based on your integration.