# Integrate with Jira

> Kustomer's  Jira  integration adds the ability to search and link Jira issues on a customer Conversation, and view their details at a glance from the Insight...

Source: https://help.kustomer.com/en_us/kustomer-jira-integration-ryq3NAzrr

Last updated: 2026-01-23T18:25:08.326Z

Kustomer's [Jira](https://www.atlassian.com/software/jira) integration adds the ability to search and link Jira issues on a customer Conversation, and view their details at a glance from the Insight Panel. The integration enables agents to quickly link a support ticket in Kustomer with a Jira issue, and get notes posted to the linked conversation when the issue status changes. This makes it easier for agents to provide up-to-date status on reported issues.

**Who can access this feature?**

**User types**

Admins can set up this integration.

  

### In this article

*   [Prerequisites](#prerequisites)
*   [How does Jira work with Kustomer?](#features)
*   [Install the Jira app](#install)
*   [Configure Jira settings for status notes](#configure)

### Prerequisites

To configure the Jira app, you will need Jira Administrator access. To grant API access, your account must be added to the _Jira-Administrators_ group in Atlassian.

### How does Jira work with Kustomer?

When viewing a customer conversation, use the Jira Insight Card to search for and link issues from Jira to a conversation. Select **Search Jira** to see recent Jira issues, or use the search field to locate an issue by title, description, or issue number.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4c956044655fcb655cdd177f17b3029c.png)

Select a Jira issue from the list to view details about that issue, including summary, description, and status. Select the issue number at the top left to open the original Jira issue on the Atlassian site in a new browser tab.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a3bd8eaa22a930588d3f06f32ac9062e.png)

Select **Link Issue** to associate this Jira with the conversation. Multiple Jira issues can be linked to a conversation at any time. When the status of a Jira issue changes, those updates will be posted to the customer timeline in a Note as part of that conversation.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7114a7d9fe0b98f3fad2ef3df09b5dd9.png)

### Install the Jira app

To integrate Jira with Kustomer, install the Jira app from within the Kustomer App Directory.

1.  Go to **Apps ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/dc060b899080599404e73dd49f24f172.png)** and select **Explore Directory**.
2.  Search for **Jira** in the App Directory, and then select **Install**.
3.  This will bring up a _Connect_ modal where you'll authenticate using your Atlassian Jira account.
4.  Select **Connect to Jira** to open Jira's website in a new browser tab.  
    
    **Note:** If the Jira app is already installed in your org but not configured, use the **Add Connection** button to access the authentication screen.
    
5.  You'll be prompted to grant permission for the Kustomer Jira Integration to access your Atlassian account. Select **Accept** to confirm.
6.  The _Connect_ modal in Kustomer should now say the app has been successfully connected. Select **Install** to complete app setup.

### Configure Jira settings for status notes

After installing and connecting Jira, you can access the Jira App Settings to manage your Jira connection and view API details for this configuration. The integration is technically ready to go at this point if all you need is to search for and link issues to tickets. However, there's one thing left to configure if you'd like to see notes posted on the conversation when a Jira status changes:

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4debebe8c2049d689449452ce6d016c1.png)

To activate this feature, you'll need to use an API webhook that Kustomer provides, and enter it into a new webhook in your Jira settings.

**To set up Jira status notes:**

1.  Go to **Apps  **![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/dc060b899080599404e73dd49f24f172.png)****  and select **Jira** in the sidebar.
2.  In the table at the bottom of the Jira app page, select the ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e6a2208b05c6f36fe9b93c46562dbac1.png) icon to copy the webhook endpoint URL to your clipboard.![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a8f893bd8de05f8efb6af743c3944752.png)
3.  On the Jira website, [go to the Jira administration console to create a webhook](https://developer.atlassian.com/server/jira/platform/webhooks/).
4.  In the _URL_ field, paste the webhook endpoint URL you copied in the step above.
5.  Under _Issue related events_, check the boxes for _Issue: created & updated._  
    _![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8895a8bf426f0f2b3434fa3afe3f6b01.png)_  
    
6.  At the bottom of the page, select **Create** to save the webhook with these settings.

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