Jira integration
Connect ReplyRabbit to Jira Cloud so support conversations in FreeScout can become structured Jira issues. Agents can create a Jira issue from a conversation, keep the linked issue visible in FreeScout, and use ReplyRabbit to prepare customer follow-up when the work is done.
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Overview
The Jira integration adds a Jira panel to ReplyRabbit in a FreeScout conversation. When Jira is configured for a mailbox, ReplyRabbit can create an issue with a title, description, priority, labels, assignee, issue type, project, and link back to the support conversation.
Jira is selected as the active issue tracker for a mailbox. If a mailbox already uses Linear or GitHub Issues, keep that tracker selected until you are ready to move that mailbox to Jira.
Prerequisites
Before you start, make sure you have:
- A working FreeScout installation.
- ReplyRabbit installed and activated.
- A ReplyRabbit plan that includes the Jira feature you want to use.
- A Jira Cloud site such as
https://example.atlassian.net. - A Jira account email and API token with access to the target project.
- At least one Jira project and issue type that support issue creation.
- Jira project permissions for the workflow you enable: Browse Projects and Create Issues are required; Edit Issues, Assign Issues, Transition Issues, and Add Comments are needed when you use priority/label edits, assignment, status transitions, or thread comments.
If ReplyRabbit is not installed yet, start with How to install the ReplyRabbit module, then finish How to set up ReplyRabbit.
Permissions and API tokens
ReplyRabbit connects to Jira Cloud REST API v3 with Basic auth. The mailbox stores three connection values:
- Jira Site URL: the
https://example.atlassian.netsite URL. - Account Email: the Atlassian account email used with the API token.
- API Token: the Jira Cloud API token for that account.
The API token is stored as an encrypted mailbox setting and is not shown back in full after it is saved. If the token is rotated or removed in Atlassian, update the mailbox settings before creating more issues.
Connect Jira
Open the mailbox settings
In FreeScout, open the mailbox that should create Jira issues, then open Settings and choose ReplyRabbit.Choose Jira as the issue tracker
In the Integrations section, set the issue tracker to Jira. A mailbox can use Linear, GitHub Issues, Jira, or no issue tracker.Add Jira credentials
Paste the Jira Cloud site URL, account email, and API token.Load Jira projects
Load projects from Jira, then choose the default project for new issues.Choose the issue type
Load issue types for the project and choose the default issue type, such as Task or Bug.Save settings
Save the mailbox settings. ReplyRabbit stores the Jira connection for that mailbox.
Configure defaults
After Jira is connected, configure the defaults your team needs:
- Default project: the Jira project used when no domain mapping or AI project match picks a different project.
- Default issue type: the issue type for new issues, usually Task or Bug.
- Priority mapping: map ReplyRabbit priority levels to native Jira priority names.
- Project routing: map customer email domains to Jira projects when routing should be deterministic.
- Auto-submit issues: on the Team tier, let ReplyRabbit automatically create Jira issues when triage says engineering work is needed.
- Auto draft on Done: let ReplyRabbit prepare a customer follow-up when the linked Jira issue reaches the Done status category.
Project routing is optional. If no project is confidently matched, ReplyRabbit uses the mailbox default project.
Create a Jira issue from a FreeScout conversation
Open a conversation in a mailbox where Jira is configured. The ReplyRabbit panel can create a Jira issue from the customer thread, then show the linked issue in FreeScout.
ReplyRabbit sends Jira a structured Atlassian Document Format description. The description includes the support summary, customer context, and the FreeScout conversation link. Customer text is treated as content, not instructions.
After creation, review the linked Jira issue and adjust status, priority, assignee, or labels from the ReplyRabbit panel when needed.
Keep conversations and issues in sync
Once an issue is linked, the FreeScout conversation can show the current Jira status, priority, assignee, labels, and issue key. Agents can open the issue in Jira when they need the full engineering view.
ReplyRabbit changes Jira status through Jira transitions. It does not write directly to the status field.
ReplyRabbit also supports a completion loop. A scheduled status check polls linked Jira issues. When Jira reports the Done status category, ReplyRabbit can help draft the customer follow-up so support can close the conversation with context.
Troubleshooting
| Symptom | What to check |
|---|---|
| Projects will not load | Confirm the site URL is a Jira Cloud atlassian.net URL, the email is correct, and the API token has project access. |
| Issue types are missing | Confirm the selected project supports the issue type you expect to use. |
| Issues are not created | Confirm Jira is selected as the mailbox issue tracker, a project is selected, and your ReplyRabbit plan includes the feature. |
| Automatic issues are not created | Confirm you are on the Team tier and Auto-submit Issues is enabled. |
| Status will not update | Reload the conversation, then confirm Jira exposes a valid transition for the target status. |
| Completion drafts are not appearing | Confirm Auto draft on Done is enabled and the linked Jira issue has reached the Done status category. |
For broader fixes, see Troubleshooting ReplyRabbit.
Privacy and data handling
ReplyRabbit sends Jira the issue content needed for the engineering handoff. That can include relevant customer context, generated issue text, priority, labels, assignee, and a FreeScout conversation link or identifier.
Do not put sensitive information into a Jira issue unless your Jira Cloud workspace is allowed to receive it. If customer data must stay entirely on your own server, keep Jira disabled for that mailbox.
FAQ
Does ReplyRabbit support Jira Data Center or Server?
No. ReplyRabbit supports Jira Cloud sites that use an atlassian.net URL.
Do I need OAuth for Jira?
No. ReplyRabbit uses per-mailbox Jira Cloud Basic auth with a site URL, account email, and Jira API token.
Can one mailbox use Jira with Linear or GitHub Issues at the same time?
No. A mailbox chooses one active issue tracker. Linear and GitHub Issues settings stay available when either is selected.
Can ReplyRabbit draft a customer follow-up when a Jira issue is done?
Yes. ReplyRabbit polls linked Jira issues and can prepare a customer follow-up draft when Jira reports the Done status category.