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Connecting takes a few minutes. You approve OpenCX on your Atlassian site once, then choose what the AI works on.
Jira Service Management is in early access, so the OpenCX team opens the integration and goes through the steps below with you. Have ready the AI’s Atlassian account (see below) and, if your site requires it, someone who can approve apps on it.

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Before you start

The AI replies as the Atlassian account you connect with, so requesters see its name on every AI comment. Create a dedicated account (for example OpenCX AI) rather than using a person’s, and give it a Jira Service Management agent license on each service desk the AI works on: only agents can reply publicly on requests.Everything that account posts is treated as the AI’s own words. If you connect with your own account, your comments in Jira are ignored by OpenCX, and requests you raise yourself can’t hold a conversation. Use a separate account for the AI.
Some Atlassian sites only allow apps an admin has approved. If yours does, ask a site admin to allow OpenCX, or to approve it the first time you connect.
Requests run as Email sessions in OpenCX, so the AI’s mode for them (autopilot, assist, or off) follows your Email channel’s AI settings under Settings → Autopilot.

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Connect your site

1

Open the integration

Your OpenCX contact opens Jira Service Management under Settings → Integrations for your organization.
2

Enter your site and approve

Enter your Atlassian site (for example your-company.atlassian.net) and select Connect Jira. Sign in as the AI’s account, pick your site on Atlassian’s screen and select Accept. You return to OpenCX with the site shown as Connected.
3

Pick service desks

Open the Service desks tab and check the desks the AI should work on. Optionally narrow each desk to specific request types; leave them all unchecked to take every type. Select Apply: OpenCX starts listening for new requests and comments on those desks and brings in their open requests as history, without replying to them.
4

Choose how the AI works

On the Connection tab, set Which requests the AI takes (every new request, or only those assigned to the AI’s account) and On handoff (unassign to the team’s queue, assign to a specific agent, or only add the label). You can rename the Handoff label, add an Assist mode footer, and turn Assignee sync off (it’s on after you connect). These save as soon as you change them.
5

Map statuses (optional)

Back on Service desks, pick for each desk the status a request moves to on handoff, on resolve and on reopen. Left alone, handoff keeps the status, resolve uses the workflow’s first “done” status and reopen its first open status.

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Try it

Raise a request from your customer portal (your-company.atlassian.net/servicedesk/customer/portals) as a requester, not as the AI’s account. Within moments the AI replies on the request, the labels opencx and opencx_autopilot (or opencx_assist_mode) are added, and a session with the request appears in your OpenCX Inbox.

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How the AI shows up in Jira

  • Comments come from the connected account: public replies in autopilot, internal comments in assist mode, and internal notes with the AI’s summary on every handoff and resolution.
  • Assignee: with Every new request, the AI answers requests without assigning them to itself, so they stay in your team’s queue. Assign a request to a person to take it over and the AI stops; assign it back to the AI’s account to hand it back. With Only requests assigned to the AI, your queues or automation assign requests to the AI’s account first.
  • Resolution: when the AI resolves a request and your workflow asks for a resolution, it picks Done if your site offers it. Add resolutions under Jira settings → Work items → Resolutions if your site has none.

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Optional: fields and teammates

Under Settings → Ticketing System:
  • Auto fill Jira fields: add custom select or text fields with instructions, and choose whether the AI fills them on handoff, on resolve, or both.
  • Jira agents: link each teammate to their Jira agent, or select Match by email. While Assignee sync is on, linked assignments stay in sync both ways; a person who isn’t linked never clears an owner on the other side.

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Reconnect or disconnect

On the Connection tab, Reconnect sends you through Atlassian’s approval again and keeps your settings. Disconnect asks you to type DELETE, then OpenCX stops listening to your site right away and your ticketing system goes back to OpenCX. Existing sessions stay in your inbox. Connecting a different site later starts with fresh desk and status choices.