How it works

By Administrator · Updated Nov 02, 2025

1. Ticket Creation

Due to the semi-anonymous nature of chat bots, user identity cannot be reliably verified, so all requests are treated as originating from an unverified external source.
Therefore, when a user sends a message to the chat bot, the plugin automatically creates a Jira issue on behalf of the plugin itself, using an app account.

2. Agent Communication Flow

Support agents respond to the issue using public comments in Jira.
These comments are relayed back to the user via the chat bot, enabling two-way communication between the agent and the customer.
Private (internal) comments are not transmitted and remain visible only to the support team.

3. Issue Lifecycle and Reopening Logic

Once the user’s request is resolved and the issue is transitioned to a status configured as “closed” (defined in the plugin settings), the conversation is considered complete.
If the user sends another message to the bot after the issue is closed, the plugin creates a new Jira issue, and the conversation continues within the context of this new ticket.
This cycle repeats for each new user request, as long as the previous issue is marked closed.

4. Message Type Handling

Administrators can configure how the plugin processes specific message types, including the inclusion of images, stickers, or other media in Jira issues.

5. Agent Attachments

Agent comments may include attachments that can be forwarded to the chat bot user.
This behavior is configurable in the plugin settings.
Please ensure that your organization’s file-sharing policies permit such transfers before enabling this feature.