Setup Jira Ticketing
In this article, you'll learn how to configure Jira ticketing on an AI Agent — including connecting your Jira account, defining request types, enabling escalation, and verifying that tickets are created correctly.
Before you start
Your Jira account must be connected to Enjo. If it isn't, see Connect Jira Cloud or Connect Jira Data Center.
You must have admin access to the AI Agent you want to configure.
At least one Jira project must be available in your connected account.
How it works
When a conversation matches a configured request type, the AI Agent creates a ticket directly in Jira. The AI Agent uses the description and sample requests you define to recognize when to trigger ticket creation. Escalation must be enabled and set to External Ticketing for tickets to be created.
Step 1: Open the AI Agent
Go to AI Agents.
Select the AI Agent you want to configure, or create a new one.
Step 2: Open ticketing configuration
In the left panel of the AI Agent, go to Ticketing > Request Types.
Click Configure Ticketing.
Click Jira.
The Configure Ticketing panel opens on the right.
Note: If your Jira account is not yet connected, the panel will prompt you to connect it. See Connect Jira Cloud before continuing.
Step 3: Select your Jira account
Under Add the Jira account you want to connect with, select your Jira account from the list of connected accounts.
Enter a name in the Connection Name field to identify this connection.
Click Next.
💡 If you have multiple Jira accounts connected, select the one that contains the project you want to route tickets to.
Step 4: Configure the request type
Select a Project from the dropdown.
Select a Request Type from the dropdown. The description field populates automatically from Jira.
Review the Description. Update it if needed — the AI Agent uses this to understand when to apply this request type.
Under Sample Requests, add at least three examples of how users might phrase requests that should trigger this request type.
Click Add.
The configured request type appears in the Request Types list.
💡 Sample requests are used by the AI Agent to match user messages to the correct request type. Write them as natural user messages, not as category labels.
Note: Add at least three sample requests per request type. The more specific and varied the examples, the more accurately the AI Agent can match incoming requests.
Step 5: Enable escalation for external ticketing
Before tickets can be created in Jira, escalation must be turned on and set to route to an external ticketing system.
In the left panel, go to Escalation.
Set the Handover Method to Create ticket immediately.
Under Escalation Triggers, select the condition that should trigger ticket creation — for example, Matches ticket type or No AI response.
Toggle escalation on.
⚠️ If escalation is not enabled or is not set to Create ticket immediately, the AI Agent will not create tickets in Jira even when a request type is matched.
Step 6: Connect a channel and verify
To verify the configuration, connect a channel and send a test message.
In the left panel, go to Channels.
Connect an existing channel or create a new one.
Send a message in the channel that matches one of your configured sample requests.
A Jira ticket is created automatically. The conversation thread updates to confirm the ticket and shows the Jira ticket ID, project, type, and priority. The thread also indicates that it is actively syncing with Jira.
💡 Use the Playground to test how your AI Agent responds to sample requests before connecting a live channel. Go to AI Agents > [your agent] > Playground.
What's next
AI Agent Ticketing — Learn how ticketing works across request types and escalation rules.
AI Agent Escalation — Configure when and how the AI Agent hands off to a human agent or creates a ticket.
AI Agent Channels — Connect Slack, Microsoft Teams, or other channels to your AI Agent.
AI Agent Playground — Test your AI Agent's responses before deploying to a live channel.
Connect Jira Cloud — Connect your Jira Cloud account to Enjo.