Manage and track Jira tickets in Slack with Actioner. You can start using Conversational ticketing with Jira immediately after you install it.
From now on, your support team will always stay on top of customer inquiries & keep track of new tickets and updates on existing ones right in Slack. Help your team provide timely and effective support and speed up ticket resolution with seamless Jira Slack integration!
## Features
- **Create Jira tickets in Slack:** Open inquiries from a dedicated Slack channel, automatically converting messages into Jira issues.
- **Triage from Slack:** Receive notifications of new requests via triage channels dedicated to your Jira projects. Enable your support team to track ticket updates and share comments within a single Slack thread, fostering smooth communication between help-desk teams and end-users.
- **Jira actions on Slack:** Perform various Jira actions directly within Slack, including creating, viewing, and assigning tickets, changing statuses, assigning assignees, and more.
- **Customizable forms:** Easily configure your form fields to display while creating an issue.
## How to get started
1. Click Add to Slack and connect to your Jira instance.
2. Type **/jira-support** in any message box in Slack.
3. Configure your request and triage channels.
When your users or customers are having a problem, they can send a message to the request channel. Actioner automatically gathers the required info and creates a Jira ticket when reacted with 🎫 emoji. You can also select to require a form if you need to collect additional info from your requesters.
Whether a ticket is created in Slack or Jira, Actioner sends a notification to your support team’s triage channel.
Requesters can continue communication with your support agents on the same message where they raised their requests, and your agents can interact with the requesters in their dedicated triage channel.
You can use with **Jira Software**, **Jira Work Management**, and **Jira Service Management** projects.
Workflows
Raise a request when 🎫 emoji is added
Creates a new issue when 🎫 emoji is added to a message.
Create issue
Creates an issue.
Send a welcome message
Sends a welcome message to the admin to set up the Conversational ticketing with Jira app.
Add comment to the issue
Adds a comment to an issue.
Convert Slack mentions to Jira mentions
Converts Slack mentions to Jira mentions.
Acquire lock
Locks an issue for issue updates.
Convert Jira markdown to Slack markdown
Converts Jira markdown into Slack markdown.
Raise a request
Creates a Jira issue.
Listen app home opened
Listen app home opened event to publish initial home view.
Edit issue
Updates a Jira issue's fields.
Configure form fields
Run this workflow to configure issue fields according to the selected project and issue type.
Configure agent channel
Run this workflow to configure the agent channel for triaging requests raised within a project.
Sync comments coming from agent channel
Synchronizes messages posted in the agent channel with Jira issue comments.
Sync comments coming from request channel
Synchronizes messages posted in the agent channel with Jira issue comments.
Update channel messages when an issue updated
Updates request notifications in both the agent and request channels.
Create a new Jira webhook
Creates a Jira webhook for a project.
Convert Jira mentions to Slack mentions
Converts Jira mentions to Slack mentions.
Sync comments coming from Jira
Synchronizes comments coming from Jira with both the agent channel and request channels.
Find Jira user
Finds the Jira account ID from the connection.
Assign the issue when the 👀 emoji added
Assigns the issue to the user who added the eyes 👀 emoji in the agent channel.
Notify agent channel when an issue is updated
Sends notifications to the agent channel whenever an issue is updated.
Configure request channel
Configures the request channels and specifies which issue types will be connected to these channels.
View issue details
Run this workflow to view issue details.
Publish app home view
Common workflow to publish slack app home view.
List home view button interactions
Listen button interactions event to publish app home view by using search button.
Update agent channel configuration
Updates agent channel configuration.
Change status
Run this workflow to change the status of an issue in Jira.
Find Slack user
Finds the Slack user ID from the Jira account ID or user email.
Automatically raise a request from messages
Creates a new issue whenever a new message is received in the request channel.
Refresh webhook
Extends the expiration date of the webhook in Jira.
Delete webhooks
Deletes selected Jira webhooks.
Listen Jira events
Listens to Jira events and publishes corresponding Actioner events.
Notify agent channel when an issue is created
Sends notifications to the agent channel whenever an issue is created.
Search issues using JQL
Run this workflow to search Jira issues using JQL.
Security & Compliance
Privacy & data governance
Data retention policy
For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security. How long we keep your data prior to the deletion of data or termination of the contract between the customer and Actioner depends on the type of data, as described in further detail below:
Account data: Personal data that relates to customers’ relationship with the Actioner, including your workspace details, user accounts and your billing information. We retain your account information for as long as your account is active. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. Where we retain information for Service improvement and development, we take steps to eliminate information that directly identifies you, and we only use the information to uncover collective insights about the use of our Services, not to specifically analyze personal characteristics about you.
Configuration data: Any configuration or personal data that is required by Actioner to be functional for the customer, such as (a) applications and their sub-configurations like workflows, documents or functions, (b) credentials, connections and integrations with the third party providers, (c) identity and access management related personal data. Actioner stores and processes configuration data for the permitted purposes until the customer elects to delete such configuration data via the service and the customer is solely responsible for deleting configuration data.
Usage data: (a) Inputs, requests and form data provided by the end users or clients of the customer, (b) any data that is programmatically, periodically or automatically received through an integration of the customer, (c) any content stored as a result of processing a configuration data, (d) activity logs used to identify the source of service requests. Actioner deletes any stored usage Data sixty (60) days after the data is produced.
Data archiving and removal policy
For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security. Whenever a user account is deleted by a workspace admin, Actioner automatically deletes all data stored within the context of the deleted user account like profile information and the credentials / connections for the third party integrations. Whenever an app is deleted by an app admin, Actioner automatically deletes all data stored within the context of the app like tables, records, workflow, docs, files, etc. Whenever the workspace deletion is initiated by a workspace admin, Actioner automatically deletes all data stored within the context of workspace after a waiting period of 72 hours. After the waiting period, the deletion may take up to 10 days after the termination effective date. When any data is deleted, the archived copy of the data on Actioner’s backup systems will remain for 30 days and the backup data will be securely isolated and protected from any further processing, except as otherwise required by applicable law or regulation.
Data storage policy
At Actioner, ensuring the security of our users' data is paramount. To this end, we employ robust cryptography policies and practices. All data stored within our systems is encrypted at rest using the AES256 encryption standard, providing an additional layer of protection against unauthorized access. Furthermore, we uphold strict encryption standards for data in transit, both within our internal networks and over public channels. All data transmissions utilize TLS1.2 or higher encryption protocols, safeguarding information from interception or tampering. In terms of cryptographic key management, we rely on the AWS Key Management Service (KMS) for secure and controlled handling of cryptographic keys. This includes secure key generation, restricted access, secure storage, regular backups, and periodic rotation of keys. Our integration with AWS services streamlines the encryption process and enhances control over access to keys, thereby bolstering the overall security of our platform.We operate a comprehensive backup program at Actioner. This includes our internal systems, where our backup measures are designed in line with system recovery requirements. With respect to our cloud services, and specifically referring to you and your application data, we also have extensive backup measures in place. Our data backups are retained for 30 days with support for point-in-time recovery and are encrypted using AES-256 encryption.
Data center location(s)
United States
Data hosting details
Actioner is a cloud-native product whose infrastructure is hosted on industry-leading cloud provider Amazon Web Services (AWS). Actioner cloud services and data are hosted on Amazon Web Services (AWS). Where all our computing, messaging, network, and storage layers are located in the US West, our browser application is distributed via our CDN network all over the world. As a design standard, all Actioner services as well as the upstream computing, messaging, network and storage services are running on multiple availability zones (AZs) so that the traffic and the data are distributed among them. This design allows us to tolerate zone-specific failures with no downtime. This multi-zone high availability is the first line of defense for geographic and environmental risks and means that services running in multi-AZ deployments should be able to withstand AZ failure.
Data hosting company
Amazon Web Services (AWS)
App/service has sub-processors
Yes
Guidelines for sub-processors
Certifications & compliance
SOC attestation
Privacy policy
GDPR commitment
Data deletion request procedure
Security
Supports Single Sign On (SSO) with the following providers
Google, Slack, Okta
Supports Security Assertion Markup Language (SAML)
No
Has a dedicated security team
Yes
Contact for security issues
Has a vulnerability disclosure program
Yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
Yes
Has a bug bounty program
Yes
Bug bounty program URL
Requires third party authorization/connections
No
Third party services used by this app
Uses token rotation
No
Contributors
Actioner
.png){kind=spacer}
