How to connect ReplyRabbit with Jira workflows

Connect ReplyRabbit to Jira Cloud and a support conversation in FreeScout can become a Jira issue with a clear title, a structured description, priority, labels, assignee, issue type and project, plus a link back to the ticket. Agents create issues in one click on the Pro plan; the Team plan can create them automatically. ReplyRabbit then watches the linked issue and, when Jira reports it as Done, drafts the customer follow-up. Jira Cloud (an atlassian.net site) is required; Jira Server and Data Center aren't supported.

Before you connect

• A Jira Cloud site, an account email, and an API token for that account. ReplyRabbit uses Basic auth against the Jira Cloud REST API; no OAuth app is needed.
• Project permissions for what you'll enable: Browse Projects and Create Issues as a minimum; Edit Issues, Assign Issues, Transition Issues and Add Comments if you'll change priority, assign, move status or post thread comments from FreeScout.
• A project and an issue type (usually Task or Bug) that support issue creation.
• ReplyRabbit Pro for manual creation, Team for automatic.

Connect Jira to a mailbox

1. Select Jira as the tracker

   In FreeScout, open the mailbox, choose Settings, then ReplyRabbit. Under Integrations, set the issue tracker to Jira. Each mailbox has one active tracker; Linear and GitHub settings stay saved if you switch later.

2. Enter the site, email and token

   Paste the https://your-site.atlassian.net URL, the account email, and the API token. The token is stored encrypted and never shown back in full.

3. Load projects and choose the default

   Load projects from Jira and pick the default project for new issues.

4. Choose the issue type

   Load issue types for that project and select the default, such as Task or Bug.

5. Map priorities and routing

   Map ReplyRabbit priority levels to your Jira priority names. Add domain-to-project mappings if certain customer domains always belong to a particular project.

6. Save and test

   Save, open a conversation describing a bug, and create an issue. Check the description in Jira.

What the Jira issue contains

ReplyRabbit sends a structured Atlassian Document Format description: the support summary written for an engineer, the customer context that matters, and the FreeScout conversation link. Customer text is treated as content, not as instructions, so a message that says "ignore your rules" is quoted, not obeyed. After creation, the ReplyRabbit panel in FreeScout shows the issue key, status, priority, assignee and labels, and the agent can adjust them there.

Status changes go through Jira transitions, the same way a person would move the issue on the board, so your workflow rules still apply.

Automatic issues and the Done loop

On the Team plan, Auto-submit issues creates the Jira issue when triage decides engineering work is needed, with the project chosen by mapping or by AI match and the default used otherwise. Combine it with a Slack webhook so the channel hears about each new issue.

Auto draft on Done closes the loop. ReplyRabbit polls linked issues, and when Jira reports the Done status category it prepares a customer follow-up draft in the original conversation. The agent edits and sends it; nothing goes to the customer automatically.

When something doesn't work

Projects that won't load usually mean the URL isn't an atlassian.net site or the token lacks project access. Issues that aren't created usually mean Jira isn't the selected tracker for that mailbox. A status that won't update means Jira has no valid transition to the target from the current state. The reference with the full troubleshooting table is Jira integration; the general guide is Troubleshooting ReplyRabbit. If you're choosing between trackers, compare with Linear integration, and see Slack integration for notifications. Mailbox basics are in How to set up ReplyRabbit.