Using Jira Triggers and Actions in Workflows

What is the Jira Integration?

The Jira integration connects your CRM workflows directly to Jira Cloud, enabling seamless data exchange between customer-facing automations and your issue management system. With this integration, Jira events can trigger workflows automatically, and workflows can perform various operations on Jira issues, creating a powerful two-way synchronization between customer communication and development processes.

Key Benefits

• Bidirectional Automation: Start workflows from Jira events and update Jira issues from within workflows
• Enhanced Customer Communication: Automatically notify customers when their reported issues reach important milestones
• Duplicate Prevention: Find and link related Jira issues using shared customer or ticket references
• Comprehensive Issue Management: Create issues, add comments, manage watchers, log work, and organize issues into sprints
• Multi-Site Support: Select from multiple Jira Cloud Sites when your account has access to more than one
• Centralized Coordination: Manage CRM activities, customer messaging, and Jira updates from a single workflow builder

Prerequisites

Before setting up the integration, ensure you have:

• Access to Automation → Workflows in your CRM sub-account
• An Atlassian account with access to your desired Jira Cloud Site
• The email address associated with your Atlassian account
• Access to relevant Jira projects, issues, users, and sprints
• A plan for connecting Jira issues to CRM contacts when customer communication is involved

Connecting Your Jira Account

To connect Jira from within a workflow:

1. Navigate to Automation → Workflows and add any Jira action or trigger
2. If Jira isn't connected, click Connect your account
3. In the authentication modal, enter a descriptive name and the email associated with your Atlassian account
4. Click Continue and approve the requested access on Atlassian's authorization screen

Once connected, the account becomes available across all workflows without requiring repeated authorization.

Jira Triggers

Jira triggers initiate workflows based on issue activity in Jira. Use the Cloud Site filter and issue conditions to target specific types of Jira activity.

New Issue Trigger

Starts a workflow when a new issue is created in Jira. Use this to find related CRM contacts, search for similar Jira issues, link duplicate reports, or send internal notifications.

Updated Issue Trigger

Initiates a workflow when an existing Jira issue is updated. Apply filters to focus on specific conditions, such as issues reaching a Done status. This enables customer notifications, CRM record updates, or team alerts when issues meet escalation criteria.

Important: When a Jira-triggered workflow needs to locate a specific CRM contact, ensure you store or pass a shared identifier such as a contact ID, support ticket ID, or other external reference.

Jira Actions

Jira actions enable workflows to search Jira and manage issues throughout their lifecycle. Always select the correct Cloud Site before choosing projects, issues, users, or sprints.

Discovery Actions

• Find users: Searches for Jira users to reference in later workflow steps
• Find projects: Locates Jira projects available to your connected account
• Find issues: Searches for Jira issues matching specific criteria or shared references

Issue Creation and Updates

• Create issue: Creates a new Jira issue in the selected Cloud Site and project
• Update issue: Modifies an existing Jira issue using provided information

Issue Enrichment

• Add comment to issue: Appends a comment to an existing issue
• Add watcher to issue: Adds a user as a watcher on an issue
• Add attachment to issue: Attaches a file to an issue
• Add work log to issue: Records work against an issue

Issue Relationships

• Link issue: Creates relationships between issues (e.g., relates to, duplicates)
• Move issue to sprint: Places an issue into a selected sprint

Important: The Create issue action requires selecting a Cloud Site. Verify that your chosen site contains all necessary projects, issues, users, and sprints before proceeding.