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JIRA Integration with Supportbench: Complete Setup & Functionality Guide

Marcel Gravelle

23-May-2025

JIRA Integration with Supportbench: Complete Setup & Functionality Guide

Overview

Supportbench's integration with Atlassian JIRA bridges the gap between customer support and development teams by allowing seamless, two-way interaction between support tickets and engineering issues. Whether you're escalating bugs, tracking development progress, or linking issues to customer concerns, this integration helps streamline workflows and ensure alignment across departments.

This guide outlines how to install and configure the JIRA integration in Supportbench, as well as how to use it effectively.

Key Benefits of the Supportbench–JIRA Integration

Create JIRA issues directly from Supportbench tickets
Link existing JIRA issues to Supportbench tickets
Update JIRA issues from within Supportbench
Submit and track JIRA items without leaving Supportbench
Maintain full visibility of JIRA issue progress in your support interface

Step-by-Step Setup Guide

1. Install the JIRA Add-On

To begin, install the Supportbench add-on within JIRA:

Log in to your JIRA instance.
Navigate to the Atlassian Marketplace.
Search for "Supportbench".
Click Install to add the integration.
After installation, configure the add-on by linking it to your Supportbench account.

For a walkthrough of the installation process, refer to our detailed installation article.

2. Configure Required Fields in Supportbench

After installation, you'll need to configure several fields in Supportbench to ensure the integration functions properly:

Integration Fields:

Field	Description
JIRA Add-On Installed	Confirms the plugin is active in your JIRA instance.
Webhook Installed	Enables communication between JIRA and Supportbench.
Custom Field Link Created	Allows linking between tickets and JIRA issues.
Webhook URL	`https://api.supportbench.net/jira/webhook/25/4c276e848775468f8Z2k` — used to send updates from JIRA to Supportbench.
Hostname / Server Location	Typically your JIRA instance URL, e.g., `supportbench.atlassian.net`.
Username	The Atlassian username Supportbench uses to interact with JIRA.
Password	The password for the above username. This is encrypted after saving.

Functional Capabilities Within Supportbench

Once configured, the integration enables several high-value features:

Create JIRA Issues from Supportbench Tickets

Agents can create JIRA items directly from tickets, streamlining escalation and bug reporting processes.

Link Existing JIRA Issues

Already have a JIRA issue open? You can link it to a Supportbench ticket to maintain centralized visibility.

Update JIRA Issues from Supportbench

Support agents can push updates, including comments and status changes, directly to JIRA from within the ticket view.

Submit and Track JIRA Items

Track the status and lifecycle of a JIRA issue without switching platforms, improving team productivity and reducing communication gaps.

Best Practices

Use clear naming conventions when creating JIRA issues via Supportbench to ensure traceability.
Regularly review linked JIRA issues to verify progress and relevance.
Utilize Supportbench notifications to stay updated when a JIRA issue changes status or receives new comments.

Frequently Asked Questions

Is the JIRA password stored securely?
Yes. Once entered and saved, passwords are fully encrypted within Supportbench.

Can I sync custom JIRA fields to Supportbench?
Currently, only core field mapping is supported by default. For custom field syncing, contact our support team for assistance with API-level configurations.

What if my JIRA instance is self-hosted?
Make sure your server is publicly accessible and correctly referenced in the Hostname field.

Conclusion

The Supportbench–JIRA integration is designed to empower support and development teams to work more efficiently and transparently. By connecting the two platforms, you reduce duplicated work, accelerate issue resolution, and create a more cohesive customer experience.

If you need help configuring the integration or have any questions, reach out to us at support@supportbench.com or visit our full installation guide.