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The Jira integration is in closed beta. The setup steps below apply once your organization is enrolled. Contact [email protected] for access.
The Jira integration uses an to authenticate with your Jira Cloud instance. OpenCX verifies the credentials before saving — a wrong domain or token returns an error and nothing persists.
Setup takes about 5 minutes. You need admin access in both your Atlassian account and your OpenCX organization.

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Before you start

The integration works with Jira Cloud only (the *.atlassian.net hosted version). Jira Server and Jira Data Center are not supported.
You generate this from your Atlassian account settings. The token is bound to your Atlassian account — if the account is deactivated or loses project access, the integration stops working.
Required to save integration settings in Settings → Integrations.

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Setup

1

Generate an Atlassian API token

Open Atlassian account → Security → API tokens and click Create API token.
  1. Label it OpenCX (or anything recognizable).
  2. Copy the token immediately — Atlassian hides it after you close the dialog.
The token inherits the permissions of the Atlassian account that created it. Use an account with access to all Jira projects you want OpenCX to create issues in.
2

Open Jira settings in OpenCX

In your OpenCX dashboard, go to Settings → Integrations and select Jira.
3

Enter your credentials

Click Verify & Save. OpenCX tests the connection by authenticating against your Jira instance before persisting. A wrong domain, expired token, or incorrect email returns an error.
4

Select a default project and issue type

After verification succeeds, select:
  • Default project — the Jira project where issues are created when no override is specified.
  • Default issue type — the issue type used by default (e.g. Task, Bug, Story).
You can override both per issue when pushing recommendations or insights to Jira.
5

Verify end to end

Navigate to AI Recommendations in your OpenCX dashboard. Pick any recommendation and push it to Jira. Within a few seconds:
  1. A new issue appears in your default Jira project.
  2. The issue description includes the recommendation summary and a link back to the OpenCX session.
If the issue doesn’t appear, check Troubleshooting.

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Configure field mappings

Map OpenCX data to your Jira custom fields so issues are populated with structured data on creation.
1

Open field mappings

In the Jira integration settings, navigate to the Field Mappings section.
2

Add a mapping

For each custom field you want to populate:Mappings apply to all issues OpenCX creates. Built-in fields like project, issue type, and priority are configured in the main integration settings.
Start with the fields your team filters and reports on most. You can add more mappings at any time without disrupting existing issues.

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Rotating the API token

Regenerating the Atlassian API token requires updating OpenCX:
  1. Create a new token in Atlassian account settings.
  2. Paste it into Settings → Integrations → Jira and save.
  3. Revoke the old token in Atlassian.

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Disconnecting

In your OpenCX dashboard, open the Jira integration settings and click Disconnect. Issues already created in Jira remain untouched — disconnecting only stops future issue creation.

Overview

What the Jira integration does and how conversations become issues.

Issue Flow

How issues are created from recommendations, insights, and conversations.

Troubleshooting

Credentials failing, issues not created, field mappings missing.

Handoff

How conversations escalate to human agents and downstream integrations.