# Jira Service Management

> Connect Jira to train your agent on your knowledge base and past issues — then automate responses, routing, and issue management.

## What you can do

* Train your agent on your Jira knowledge base, canned replies, and past issues
* Automatically comment on issues or route them to the right team
* Search, create, assign, and label issues

## Connecting Jira

### API Key

Connect with your Jira subdomain, email, and API token.

1. Go to **Integrations > Jira**
2. Select **Connect**
3. Enter your Jira subdomain, email address, and API key
4. Click **Connect**

### OAuth (Marketplace)

Install eesel AI from the Atlassian Marketplace.

1. Go to **Integrations > Jira**
2. Select **Install from Marketplace**
3. Follow the Atlassian Marketplace installation flow

## Training your agent

| Source             | Description                                  | Requires         |
| ------------------ | -------------------------------------------- | ---------------- |
| **Help Center**    | Jira knowledge base articles via web crawler | API Key or OAuth |
| **Canned Replies** | Pre-written response templates               | API Key or OAuth |
| **Past Issues**    | Resolved Jira issues                         | API Key or OAuth |

## Triggers

| Trigger                    | Description                                | Best for         |
| -------------------------- | ------------------------------------------ | ---------------- |
| **Any Customer Message**   | Fires on new or updated issues             | Full automation  |
| **Agent Requests AI Help** | Fires when @eesel is mentioned in comments | On-demand assist |

## Actions

| Action               | Description                            |
| -------------------- | -------------------------------------- |
| **Comment on Issue** | Add a comment to a Jira issue          |
| **Search Issues**    | Search using JQL (Jira Query Language) |
| **Create Issue**     | Create a new Jira issue                |
| **Assign Issue**     | Assign to a specific user              |
| **Label Issue**      | Add labels for categorization          |

## Tips and best practices

**Use JQL for smart searches.** The Search Issues action supports JQL, so your agent can find related issues with precise queries.

**Set up labeling for triage.** Configure the Label action with your triage instructions to automatically categorize incoming issues.

**Combine with Confluence.** If your team uses Confluence for documentation, connect it as a knowledge source alongside Jira for comprehensive coverage.

## Troubleshooting

**API Key connection failing?**

* Generate an API token from [Atlassian account settings](https://id.atlassian.com/manage-profile/security/api-tokens)
* Use the email associated with your Atlassian account
* Enter just the subdomain (e.g., `yourcompany` not `yourcompany.atlassian.net`)