Skip to main content
The Jira integration is in closed beta. The workflows below apply once your organization is enrolled. Contact [email protected] for access.
Once the Jira integration is connected, OpenCX creates issues from three sources: AI Recommendations, Customer Insights, and live conversations. Each path produces a structured Jira issue with conversation context, AI-generated summaries, and a link back to the originating session.

​
How issues reach Jira

​
From AI Recommendations

surface patterns the AI detects across your conversations — knowledge gaps, recurring complaints, product friction. When a recommendation is worth acting on, push it to Jira.
1

Open AI Recommendations

Navigate to AI Recommendations in your OpenCX dashboard.
2

Review and push

Select a recommendation. Click Push to Jira. OpenCX uses the AI to generate:
  • Summary — a concise issue title derived from the recommendation.
  • Description — the recommendation detail with conversation evidence and a link back to the OpenCX session.
3

Override defaults (optional)

Before confirming, you can change the target project and issue type. If you don’t, OpenCX uses the defaults you set during setup.
The created issue appears in your Jira project within seconds. OpenCX stores the issue key and URL on the recommendation so you can track which recommendations have been filed.
Each recommendation can only be pushed to Jira once. If you need to update the issue, edit it directly in Jira.

​
From Customer Insights

cluster similar feedback across many conversations. A single insight might represent dozens of customers reporting the same friction point. When an insight reaches critical mass or warrants product action:
  1. Open Customer Insights in your dashboard.
  2. Select the insight and click Push to Jira.
  3. The created issue includes the aggregated evidence — how many customers reported it, representative quotes, and affected conversation links.
This gives your product team a single Jira issue backed by quantified customer demand, not a one-off anecdote.

​
From conversations

OpenCX can detect actionable items during live conversations and create Jira issues directly. Common use cases:
When a customer asks about partnerships, enterprise deals, or requests that need a different department’s involvement, the AI creates a Jira issue in the appropriate project and continues the conversation — informing the customer that their request has been logged.
When a customer describes a product issue with enough detail, the AI can create a bug report in your engineering project. The issue includes the customer’s description, steps to reproduce (when provided), and the full conversation transcript.
Customers frequently suggest features during support interactions. The AI captures these as structured feature requests in your product backlog, tagged with the conversation context so your team understands the “why” behind the request.

​
What the Jira issue looks like

Every issue OpenCX creates contains:
FieldContent
SummaryAI-generated title summarizing the feedback, bug, or request.
DescriptionDetailed context including the recommendation or insight body, customer quotes, and a View session in OpenCX link.
ProjectYour default project, or the override you selected.
Issue typeYour default type (e.g. Task, Bug, Story), or the override.
Custom fieldsAny fields you’ve configured in field mappings.
The View session in OpenCX link in the description opens the full conversation transcript, AI reasoning, and tool calls in your Inbox. Your product team can audit any issue back to the exact customer interaction that drove it.

​
Field mappings in practice

Field mappings configured in your integration settings apply to every issue OpenCX creates. Use them to:
  • Route issues to the right Jira component or label automatically.
  • Set priority based on the AI’s assessment of severity or customer impact.
  • Populate custom fields your team relies on for triage, reporting, or automation.
Mappings only populate fields at creation time. Subsequent updates to the Jira issue are managed by your team in Jira.

​
Good to know

The integration creates issues in Jira — it does not sync updates from Jira back to OpenCX. Once an issue is created, your team manages it entirely within Jira.
Each recommendation or insight can be pushed to Jira once. OpenCX prevents duplicate issues from the same source. If the same underlying feedback surfaces through multiple insights, they become separate Jira issues.
OpenCX loads your available Jira projects and issue types from the Atlassian API. If a project or issue type is missing from the selection, confirm the API token’s account has access to it in Jira.

Overview

What the Jira integration does and supported capabilities.

Connect Jira

Credentials, field mappings, and connection setup.

Troubleshooting

Issues not created, wrong project, field mappings missing.

Autopilot

Configure which topics the AI handles and when it escalates.