> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Issue Flow

> How OpenCX creates and populates Jira issues from AI Recommendations, Customer Insights, and live conversations.

<Warning>
  The Jira integration is in **closed beta**. The workflows below apply once your organization is enrolled. Contact [support@open.cx](mailto:support@open.cx) for access.
</Warning>

Once the Jira integration is [connected](/integrations/jira/connect), 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

```mermaid theme={"dark"}
flowchart LR
  A[Conversations] --> B[AI analyzes patterns]
  B --> C[Recommendation]
  B --> D[Customer Insight]
  A --> E[Live detection]
  C --> F[Push to Jira]
  D --> F
  E --> F
  F --> G[Issue in your project]
```

## From AI Recommendations

<Tooltip tip="Actionable suggestions the AI generates by analyzing trends across multiple conversations — e.g. knowledge gaps, recurring complaints, product friction." cta="View recommendations" href="https://platform.open.cx/reports/voice-of-customer">AI Recommendations</Tooltip> 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.

<Steps>
  <Step title="Open AI Recommendations">
    Navigate to [**AI Recommendations**](https://platform.open.cx/reports/voice-of-customer) in your OpenCX dashboard.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/integrations/jira/connect).
  </Step>
</Steps>

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.

<Note>
  Each recommendation can only be pushed to Jira once. If you need to update the issue, edit it directly in Jira.
</Note>

## From Customer Insights

<Tooltip tip="Aggregated voice-of-customer data — feature requests, bug reports, and feedback clustered by theme across all conversations." cta="View insights" href="https://platform.open.cx/reports/voice-of-customer">Customer Insights</Tooltip> 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**](https://platform.open.cx/reports/voice-of-customer) 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:

<AccordionGroup>
  <Accordion title="Partnership and business requests" icon="handshake">
    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.
  </Accordion>

  <Accordion title="Bug reports from customers" icon="bug">
    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.
  </Accordion>

  <Accordion title="Feature requests during support" icon="wand-magic-sparkles">
    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.
  </Accordion>
</AccordionGroup>

## What the Jira issue looks like

Every issue OpenCX creates contains:

| Field             | Content                                                                                                                |
| ----------------- | ---------------------------------------------------------------------------------------------------------------------- |
| **Summary**       | AI-generated title summarizing the feedback, bug, or request.                                                          |
| **Description**   | Detailed context including the recommendation or insight body, customer quotes, and a **View session in OpenCX** link. |
| **Project**       | Your default project, or the override you selected.                                                                    |
| **Issue type**    | Your default type (e.g. Task, Bug, Story), or the override.                                                            |
| **Custom fields** | Any fields you've configured in [field mappings](/integrations/jira/connect#configure-field-mappings).                 |

<Info>
  The **View session in OpenCX** link in the description opens the full conversation transcript, AI reasoning, and tool calls in your [Inbox](https://platform.open.cx/inbox). Your product team can audit any issue back to the exact customer interaction that drove it.
</Info>

## Field mappings in practice

Field mappings configured in your [integration settings](/integrations/jira/connect#configure-field-mappings) 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

<AccordionGroup>
  <Accordion title="One-way sync" icon="arrow-right">
    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.
  </Accordion>

  <Accordion title="Deduplication" icon="clone">
    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.
  </Accordion>

  <Accordion title="Project and issue type selection" icon="folder-open">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Overview" icon="list-check" href="/integrations/jira/overview">
    What the Jira integration does and supported capabilities.
  </Card>

  <Card title="Connect Jira" icon="plug" href="/integrations/jira/connect">
    Credentials, field mappings, and connection setup.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/jira/troubleshooting">
    Issues not created, wrong project, field mappings missing.
  </Card>

  <Card title="Autopilot" icon="sliders" href="/handoff/topics">
    Configure which topics the AI handles and when it escalates.
  </Card>
</CardGroup>