Connect Jira Cloud
Connect support tickets to Jira Cloud issues while support stays in FyneDesk and engineering stays in Jira.
Before you start
- You must be a FyneDesk organization admin.
- Your workspace must be on Pro or Business.
- Your Atlassian account needs access to the Jira Cloud site and projects your team will use.
Connect Jira
- Open Settings → Connections → Jira.
- Select Connect and sign in to Atlassian.
- Review the requested access and choose the Jira Cloud site to connect.
- Approve the connection and return to FyneDesk.
Permissions FyneDesk requests
FyneDesk requests permission to read Jira work and users, create and update Jira work, and maintain the connection without asking you to sign in again. Jira still applies the connected Atlassian user's project permissions, so FyneDesk cannot reach projects that user cannot access.
How information moves
- FyneDesk → Jira: an agent can create a Jira issue from a ticket, link an existing issue, or send a separate note to engineering.
- Jira → FyneDesk: issue status and Jira comments return to every linked ticket.
- Customer boundary: Jira comments are always stored as internal FyneDesk notes. Customer replies do not post to Jira.
- Many-to-many links: one ticket may follow several Jira issues, and one Jira issue may be linked to several customer tickets.
Status, retries, and health
When a mapped Jira completion status arrives, FyneDesk can reopen every linked ticket so support can follow up. Jira webhooks provide live updates. FyneDesk also renews Jira Cloud webhooks and periodically reconciles linked issues to recover updates a webhook may miss. The connection page shows the last processed update, pending events, failures, and webhook health.
Limits to know
- Jira Cloud is supported; Jira Data Center is coming soon.
- FyneDesk can only access sites and projects available to the connected Atlassian user.
- Engineering comments stay internal until an agent deliberately shares the relevant information with the customer.
- Reopening depends on the configured external-to-FyneDesk status mapping.
Manage or disconnect
Use Settings → Connections → Jira to review health, reconnect an expired authorization, or disconnect Jira. Existing ticket links remain as historical references after disconnect, but new updates stop until the connection is restored.