> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/integrations/ticketing/jira.md).

# Jira

Link customer issues in Pylon to ticket in Jira

## Setup <a href="#setup" id="setup"></a>

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

## Creating Jira Tickets <a href="#creating-tickets" id="creating-tickets"></a>

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.

<figure><img src="https://mintlify.s3-us-west-1.amazonaws.com/pylon/images/product-ticketing-create-or-search.png" alt=""><figcaption></figcaption></figure>

2. 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.

<figure><img src="https://mintlify.s3-us-west-1.amazonaws.com/pylon/images/linear-2.png" alt=""><figcaption></figcaption></figure>

### Linking Jira Tickets <a href="#try-it-out" id="try-it-out"></a>

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.

<figure><img src="https://mintlify.s3-us-west-1.amazonaws.com/pylon/images/product-ticketing-jira-message.png" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="https://mintlify.s3-us-west-1.amazonaws.com/pylon/images/product-ticketing-jira-done.png" alt=""><figcaption></figcaption></figure>

### 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.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FmKlxhyQvk5233l9Jx0hP%2FScreenshot%202026-04-28%20at%201.21.28%E2%80%AFPM.png?alt=media&amp;token=117cdd70-5141-4ba2-b766-2db57f01e66c" alt=""><figcaption></figcaption></figure>


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