Jira

Push feedback into your Jira workflow. Automatically create Jira issues when feedback is submitted, and choose the project and issue type. When a linked issue moves through your Jira workflow, the change appears in Quackback for your team to review.

Note: On Quackback Cloud, integrations are available on the Business and Enterprise plans. Self-hosted installs include every integration.

Overview

The Jira integration enables:

• Create issues from feedback posts: automatically create a Jira issue with a configurable project and issue type when new feedback is submitted
• Link posts to issues: link feedback posts to Jira issues for traceability
• Ticket linking: link support tickets to existing Jira issues, or create a new issue straight from a ticket
• Status review: map Jira workflow statuses to Quackback statuses. When a linked issue changes status, the change appears in the integration's Sync history for a teammate to review

Prerequisites

• The Owner or Admin role in Quackback (or a custom role that can manage integrations)
• A Jira Cloud site with admin access
• Self-hosted only: an Atlassian OAuth application (created at Atlassian Developer Console)

Self-hosted: create your Jira app

Note: On Quackback Cloud, skip this section. Quackback provides the Jira app for you, so you go straight to connecting.

Self-hosted instances connect through an app you create. Do this once before you connect.

Create an Atlassian OAuth application

1. Go to the Atlassian Developer Console
2. Create a new OAuth 2.0 (3LO) application
3. Set the callback URL to https://<your-quackback-host>/oauth/jira/callback, replacing the host with your instance's address
4. Copy the Client ID and Client Secret

Save the app credentials in Quackback

1. Go to Admin > Settings > Integrations > Jira

2. Enter the following credentials:

   • Client ID from your Atlassian OAuth application
   • Client Secret from your Atlassian OAuth application

Setup

1. Connect your site

1. Go to Admin > Settings > Integrations > Jira
2. Click Connect Jira
3. You'll be redirected to Atlassian to authorize the application
4. Select the Jira site to connect
5. Review the permissions and click Accept

The app requests these OAuth scopes: read:jira-work, write:jira-work, manage:jira-webhook, offline_access.

• read:jira-work: read projects, issues, and workflow states
• write:jira-work: create and update issues
• manage:jira-webhook: register and remove the webhook that sends status changes to Quackback
• offline_access: refresh the access token when it expires

2. Select a project

Back in Quackback:

1. Choose the Jira project where issues should be created
2. Select the issue type (for example, Task, Story, or Bug): the list is fetched from the selected project

3. Configure status mappings

Map Jira workflow states to Quackback statuses:

1. Go to the Jira integration settings
2. Configure status mappings between Jira states and Quackback statuses
3. Map each Jira state name to the corresponding Quackback status, or set it to ignore

Status sync works via Jira webhooks. When a linked Jira issue changes workflow state, the change appears in the integration's Sync history under Needs attention. Quackback doesn't update the post's status automatically: review the change and update the post yourself.

Note: Jira expires dynamic webhooks after 30 days. If status changes stop arriving, turn Status sync off and on again so Quackback registers the webhook again.

4. Configure events

Choose which events trigger Jira actions:

Note: The Jira integration creates issues only for post.created events. Status changes and comments are handled through status sync rather than by creating new issues.

5. Test

1. Submit test feedback to verify an issue is created in the selected Jira project

Issue format

When a new feedback post triggers issue creation, the Jira issue includes:

• Summary: The feedback post title
• Description: The post content in Atlassian Document Format (ADF), followed by who submitted it, the board, and a link back to the post in Quackback

The description uses Jira's native rich text format, so it renders correctly in the Jira UI.

Ticket linking

Support tickets link to Jira issues from the ticket detail panel in the inbox:

• Link existing issue: paste a browse URL or the bare PROJ-42 issue key. When the integration knows your site URL, issues from other Jira sites are rejected.
• Create new issue: creates the issue in the connected project with the ticket's title. The description is the first message on the ticket that is not an internal note, followed by a link back to the ticket. Internal notes are never included.

Status sync

When status sync is on, Quackback registers a webhook with Jira to receive issue update events. When a linked Jira issue's workflow state changes:

1. Jira sends a jira:issue_updated webhook to Quackback
2. Quackback checks that the request carries a valid bearer token signed with your Atlassian app's client secret
3. Quackback checks the changelog for a status field change
4. The change appears in Sync history for review. Quackback doesn't change the linked post's status on its own: update it yourself if the change applies

Tickets have their own mapping table in the integration settings. Status changes for linked tickets also go to Sync history for review, so the ticket's status doesn't change on its own.

On post delete

When you delete a feedback post with a linked Jira issue, the delete dialog shows a checkbox for each linked issue. A checked issue is added to the integration's Sync history for review. Quackback doesn't close it for you: open it in Jira and close it there.

To pre-check this by default, enable the On post delete toggle in the Jira integration settings. You can always override the default per delete.

Manage the integration

Pause

Temporarily stop the integration:

1. Go to Admin > Settings > Integrations > Jira
2. Turn off Integration enabled
3. Issue creation and status sync pause, but the connection remains

Reconnect

If you see connection errors:

1. Click Disconnect and confirm
2. Click Connect Jira and authorize the app again

Tokens are refreshed automatically shortly before they expire.

Disconnect

To fully remove the integration:

1. Go to Admin > Settings > Integrations > Jira
2. Click Disconnect
3. Confirm the action

Note: Disconnecting removes the registered webhook. Jira does not support server-side token revocation, but the tokens become unusable once the connection is removed.

Who is shown as the creator?

Quackback creates issues in Jira as the account that connected the integration, so Jira shows that person as the creator. To change the creator (for example, to a shared bot account), disconnect, sign in to Jira as the other account, and connect again.

Troubleshooting

Issues not being created

1. Check integration status: look for errors in settings
2. Verify project selection: ensure a Jira project is selected
3. Check issue type: confirm a valid issue type is configured
4. Check event mappings: confirm post.created is mapped
5. Jira permissions: the connected Jira account must have permission to create issues in the selected project

Status sync not working

1. Check status mappings: ensure Jira workflow states are mapped to Quackback statuses
2. Re-register the webhook: turn Status sync off and on again. Jira webhooks expire after 30 days.
3. Check permissions: the connected account needs access to the project's issues

Jira requests are rejected

Jira OAuth tokens are refreshed automatically. If Jira keeps rejecting requests:

1. Click Disconnect, then Connect Jira
2. Re-authorize the app in Jira

"No Jira Cloud ID configured" error

This means the connection has no Jira site stored:

1. Click Disconnect, then Connect Jira
2. Select a Jira site when you authorize the app

Related articles

• GitHub: GitHub issue integration
• Linear: Linear issue integration
• Manage support tickets: Work tickets in the inbox
• Integrations overview: All integrations