> ## 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.

# Jira overview

> Turn customer conversations and AI-generated recommendations into structured Jira issues your product team can act on.

<Warning>
  The Jira integration is in **closed beta**. If you'd like early access, contact [support@open.cx](mailto:support@open.cx).
</Warning>

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.

<Tip>
  Setup starts at [**Settings → Integrations**](https://platform.open.cx/settings/integrations) in your OpenCX dashboard once your organization is enrolled in the beta.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="Issues from customer conversations" icon="comments">
    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.
  </Accordion>

  <Accordion title="Issues from AI Recommendations" icon="lightbulb">
    OpenCX analyzes conversation patterns and surfaces <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>. Push any recommendation to Jira as a structured issue — the AI writes the summary and description from the underlying conversation evidence.
  </Accordion>

  <Accordion title="Issues from Customer Insights" icon="chart-mixed">
    <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> 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.
  </Accordion>

  <Accordion title="Smart categorization" icon="tags">
    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.
  </Accordion>

  <Accordion title="Field mappings" icon="table-columns">
    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.
  </Accordion>
</AccordionGroup>

## How conversations become issues

```mermaid theme={"dark"}
flowchart LR
  A[Customer conversation] --> B[AI analyzes]
  B --> C{Actionable?}
  C -- Yes --> D[Recommendation or Insight created]
  D --> E[Push to Jira]
  E --> F[Team works the issue]
  C -- No --> G[AI resolves conversation]
```

## Observability

Every Jira issue OpenCX creates is traceable back to the conversation or recommendation that produced it.

<AccordionGroup>
  <Accordion title="Session link in every issue" icon="link">
    The issue description includes a **View session in OpenCX** link. One click opens the full transcript, AI reasoning, and handoff context in your [OpenCX Inbox](https://platform.open.cx/inbox) — no issue-key lookup required.
  </Accordion>

  <Accordion title="Recommendation and insight traceability" icon="fingerprint">
    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.
  </Accordion>

  <Accordion title="Issue key stored in OpenCX" icon="key">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Jira" icon="plug" href="/integrations/jira/connect">
    Generate an API token, enter credentials, verify the connection.
  </Card>

  <Card title="Issue Flow" icon="diagram-project" href="/integrations/jira/issue-flow">
    How issues are created from recommendations, insights, and conversations.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/jira/troubleshooting">
    Credentials failing, issues not created, field mappings missing.
  </Card>

  <Card title="Handoff" icon="user-group" href="/handoff/introduction">
    How conversations escalate to human agents and downstream integrations.
  </Card>
</CardGroup>