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The Jira integration is in closed beta. If you’d like early access, contact [email protected].
OpenCX turns customer conversations into structured Jira issues. The AI identifies actionable feedback — bug reports, feature requests, partnership inquiries — and creates properly categorized issues in your Jira projects. Your product and engineering teams get a prioritized backlog fed by real customer evidence, without manual triage.
Setup starts at Settings → Integrations in your OpenCX dashboard once your organization is enrolled in the beta.

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What you get

When the AI detects actionable feedback during a live conversation — a bug report, a feature request, an escalation to another department — it creates a Jira issue with a summary, description, and conversation context attached. Your team sees the customer’s words, not a paraphrased ticket.
OpenCX analyzes conversation patterns and surfaces . Push any recommendation to Jira as a structured issue — the AI writes the summary and description from the underlying conversation evidence.
group similar feedback across many conversations. When an insight reaches critical mass, push it to Jira with the aggregated evidence — one issue backed by dozens of customer voices.
The AI picks the Jira project, issue type, and priority based on the content. Dropdown fields stay within your existing options. Override any default per issue or set organization-wide defaults in your integration settings.
Map OpenCX data to your Jira custom fields. Issue type, priority, labels, and any custom field you define in Jira can be populated automatically when OpenCX creates an issue.

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How conversations become issues

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Observability

Every Jira issue OpenCX creates is traceable back to the conversation or recommendation that produced it.
Issues created from AI Recommendations or Customer Insights link back to the source. Your product team can trace any Jira issue to the exact conversations and customer evidence that drove it.
OpenCX stores the Jira issue key, ID, and URL on the originating recommendation. Filter recommendations by whether they have a linked Jira issue to track what’s been filed and what hasn’t.

Connect Jira

Generate an API token, enter credentials, verify the connection.

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.