Jira Service Management

Automatically import Jira Service Management issues into Channels in real-time, where they'll be automatically analyzed and classified into themes, allowing you to track trends over time.

When setting up the connection, you'll have the option to select specific inboxes to sync tickets from, and you can also select how far back you'd like to import existing data from.

Learn more about Channels →

You can set up your Jira integration from Settings, when create a new Channel, or want to Add source to an existing channel set up in your workspace.

• To do this, set up your Channel and select Jira in the Connect data source modal. This will require you to review and accept the required permissions.

Once you have connected your Jira Account to Dovetail, you can sync support tickets received in Jira into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.

• To do this, open or create a new Channel for Support tickets and add Jira as a data source.

• Next, select the inboxes you wish to sync issues from and how far back you'd like to import existing data from.

• From there, confirm set up and select Finish. Once complete, data from Jira will start importing into your Channel and continue to sync new issues into your Channel when received in Jira.

What API endpoints are used for this integration?

We currently use three endpoints to pull data from Jira:

• Search endpoint: https://api.atlassian.com/ex/jira/{{site_id}}/rest/api/3/search Used to retrieve issues based on your selected filters.

• Fields endpoint: https://api.atlassian.com/ex/jira/{{site_id}}/rest/api/3/field Used to pull in metadata about custom and default fields tied to your Jira issues.

• Issue comments endpoint: https://api.atlassian.com/ex/jira/{{site_id}}/rest/api/3/issue/{{issueId}}/comment Used to bring in comments from each issue to provide additional context.

These endpoints are read-only — Dovetail does not write or make changes to your Jira instance.

For full technical details, refer to Atlassian’s Jira REST API documentation.