The Jira integration connects your Thena platform with Atlassian Jira, enabling seamless collaboration between customer support and development teams. This integration provides the following capabilities:
Ticket linking: Connect Thena tickets with Jira issues for complete traceability
Issue creation: Create new Jira issues directly from Thena tickets
Issue search: Find and link existing Jira issues without leaving Thena
Synchronized updates: Keep your project management and customer support systems in sync
Comment synchronization: View and add comments across both Thena tickets and Jira issues
The Jira integration uses the token of the user who authenticated it. New Jira tickets, comments will default to this user. If re-authenticated by a different user, subsequent tickets will reflect the new user. We recommend using a service account (e.g., thena@yourdomain.com, integration-user@yourdomain.com) for easier identification.
1
Begin installation
Navigate to the Apps studio in your Thena dashboard
Find the Jira integration in the available apps
Click the “Install” button to begin the installation process
2
Review and configure
Review the permissions and scopes required by the integration
Can I link multiple Jira issues to a single Thena ticket?
Yes, you can link multiple Jira issues to a single Thena ticket. Each linked issue will appear in the Jira section of the ticket details panel, allowing you to track multiple related issues.
What happens if a linked Jira issue is updated?
When a linked Jira issue is updated, the changes will be reflected in the Thena ticket details. This includes updates to status, priority, assignee, and other issue details. The synchronization happens in real-time, ensuring you always have the latest information.
Can I customize which Jira fields are displayed in Thena?
Currently, the integration displays standard Jira fields including summary, description, status, priority, and assignee. Custom field display options may be available in future updates.
What permissions do I need in Jira for this integration?
You need:
View permissions for the projects you want to access
Create issue permissions if you want to create new issues
Edit permissions if you want to update existing issues
The integration will respect the permissions of the authenticated Jira user.
Can I unlink a Jira issue from a Thena ticket?
Yes, you can unlink a Jira issue from a Thena ticket by clicking the unlink button next to the linked issue in the ticket details panel. This will remove the reference in Thena but will not affect the Jira issue itself.
Is there a limit to how many Jira issues I can link or create?
There is no specific limit imposed by the Thena integration on the number of Jira issues you can link or create. However, be mindful of any API rate limits that may be enforced by your Jira instance.
How will my comments from Thena appear in Jira?
Jira does not allow sending messages via bots, so comments will be sent as the user who integrated the app. We recommend using a generic user for the integration such as integration-user or Thena.
The messages going to Jira will be prefixed with “Message from [user-name] via Thena” for easy identification.
How will comments from Jira appear in Thena?
Comments from Jira will appear in Thena as messages from the Jira integration, with the name of the Jira user who created the comment clearly indicated.