Jira Slack Integration: A Practical Guide

Content Writer
February 1, 2024

Jira’s project management capabilities have helped thousands of teams across the globe to streamline development processes and increase transparency across organizations.

The Jira Slack integration can help you create a centralized hub to develop and resolve tasks, promote cross-team collaboration, and speed up processing times quickly.

Introduction to Jira Ticketing System

Jira Ticketing System may sound complex, but it's quite simple to master. Picture it as an enhanced digital checklist tailored for collaborative projects. Essentially, Jira aids in bug tracking, task management, and meeting project goals swiftly. It's the go-to tool for developers, project managers, and anyone with deadlines and tasks on their plate. Creating a "ticket" or issue in Jira sets forth a challenge for the team to tackle, ranging from system errors to introducing new software capabilities, or even tasks beyond the tech realm. Tickets are organized, prioritized, and delegated. As tasks advance, the ticket is updated until completion. Easy and effective.

Key Features of Jira Helpdesk

Jira Helpdesk? It's your go-to multitool for customer support and tech fixes. Now, let's dive into what makes it tick. Top of the list? The ticketing system. Customers drop their issues, and Jira tidies them up into neat tickets. Your team can easily keep track and sort through. Moving on, we've got automation rules. Mundane tasks? Just automate them. Less grunt work for your crew means more time for the big challenges. Customizable workflows come next. Every team has its groove, and Jira's in tune with that. Tailor the ticket journey from submission to resolution to fit your team's rhythm. Real-time reports throw you the stats—ticket closure speed, customer happiness, the works. It's the insight you need to spotlight your strengths and target weak spots. Lastly, integration. Jira doesn't go solo; it teams up with your existing tools. Slack, email, Confluence—you name it, Jira links up, keeping the squad united. There's the rundown. Jira Helpdesk stands guard, ensuring every customer issue is tackled.

Benefits of Using Jira in Project Management

Jira, a powerful tool in the project management toolbox, brings heaps of benefits to the table. Firstly, it's all about visibility. With Jira, every team member can see the progress of tasks in real-time. This means less confusion and more getting things done. Another big win is flexibility. Jira can bend to fit your project's needs, whether you're a software developer or managing a marketing campaign. It's like a Swiss Army knife for project management.

Then there's workflow customization. Not every project is the same, and Jira gets that. You can tailor workflows to match how your team works best, cutting down on the learning curve and boosting efficiency. Let's not forget about integration. Jira plays well with other tools, like Confluence for documentation and Slack for communication. It's like the glue that holds your project tools together.

Most importantly, Jira puts tracking and reporting at your fingertips. Want to know how close you are to hitting your milestones? Jira's got you covered with its detailed reports and dashboards. This isn't just about keeping the project on track; it's about making informed decisions along the way.

In short, Jira is not just a tool; it's a game-changer for project management. With visibility, flexibility, workflow customization, great integration, and robust tracking and reporting, it takes a lot of the pain out of managing projects and turns it into progress.

Understanding Ticket Types in Jira

When you dive into the world of Jira, you're entering a zone where organization is key. Jira helps teams manage their work through tickets, but not all tickets are created equal. There are several types, and knowing these can help you navigate the system like a pro. Issues are the bread and butter of Jira. Think of an issue as any task, bug, or request you need to track. It's the broad term for any piece of work. Story, Task, and Bug are types of issues. A Story refers to a new feature or functionality request. It's about adding something new that provides value. A Task is a job that needs doing. It's your everyday assignment or to-do list item. And a Bug? Well, that's a problem that needs fixing, an error that's throwing a wrench in your works. Each type helps teams categorize and prioritize work efficiently. By understanding these basics, you’re gearing up to use Jira like a champ. It's all about keeping things organized and moving forward.

Reporting and Analytics in Jira Helpdesk

Jira Helpdesk does more than just fix customer problems. It's about diving deep into your team's performance too. Welcome to Reporting and Analytics. This tool gives you a clear view of how well your team is doing and how satisfied your customers are. Imagine it's like your car's dashboard, but for customer service. It shows you the number of solved tickets, resolution time, and customer happiness levels.

Here's how you can use it:

  1. Monitor effectiveness: Identify the quick problem-solvers and those lagging behind.
  2. Identify patterns: Lots of tickets on Monday mornings? It's a sign to beef up your team.
  3. Evaluate happiness: Sent surveys? Count the thumbs up.
  4. Enhance continually: Leverage this data for a sleeker, faster service.

Jira Helpdesk puts this goldmine of data right at your fingertips. So, dive in, make informed decisions, and watch your team's performance soar.

What is Jira Slack integration?

Jira can help you and your team to reach your full potential, but the tool used on its own can create unintentional silos in your work processes. The Jira Slack integration can help smoothly combine Jira’s operational powerhouse with Slack’s collaboration capabilities, helping you stay up to date with all the latest and greatest without ever having to leave Slack.

By combining Jira and Slack, you can view Jira ticket previews in Slack channels, receive status update notifications, attach Slack messages to Jira requests, and more. Jira’s Slack integration can help build robust workflow automation into your processes and revolutionize your operations fast.

What are the benefits of Slack integration with Jira? 

Jira and Slack can create a powerful duo for your organizational processes, bringing many benefits to everyday tasks:

  • Smoother colleague experience: You and your teams can tackle projects and issues more efficiently at every stage without leaving Slack, saving time and boosting efficiency.
  • Remove the guessing game from status tracking: Integrating your Jira ticketing system with Slack can help you to increase visibility, enabling your employees to track tickets seamlessly and share information straight within Slack.
  • Decrease in monotone tasks: With the help of a Jira Slack integration, you can remove most of the repetitive tasks between different tools that lead to manual errors and wasted time. Integrating Jira and Slack lets you view information straight from your communication platform, enhancing information sharing. In addition to this, all conversations linked to a Jira issue in Slack automatically sync as comments on the Jira ticket, ensuring that no information gets lost between tools.
  • Speed up resolution times: Complex tickets may need a lot of effort to resolve. Combining the power of Jira and Slack, team members can swarm issues in Slack, sharing ideas and viewpoints to tackle problems quickly.

How to integrate Jira with Slack with Thena 

Utilizing Thena’s Jira integration can elevate collaboration across your teams and amplify operational efficiency. Thena’s award-winning solution can help you combine all your favorite tools in one place, drastically reducing resolution times.

Thena’s AI-powered conversational ticketing system can help boost your organizational efficiency from project management to internal helpdesk and customer support. Our 360 tool is here to elevate your business into a next-generation success.

To take full advantage of Thena’s Jira Slack integration, you will have to follow the below steps:

Step 1: Head to Thena’s web app and follow the following path: Global settings >> Integrations >> Jira.

Step 2: Click on “Connect” to link your Jira account to your Thena application.

Step 3: Follow the setup process through the OAuth authentication process, where you will need to allow the Thena Jira App to access your Thena workspace.

❗Important information❗New tickets created through Jira will show as submitted by the user who authenticated the app on Thena. To avoid confusion, we recommend creating a service account such as “” to identify submissions processed through Thena quickly.

Linking your existing Jira tickets to Thena requests

Now that you have your Jira Slack integration up and running, you can attach Jira tickets to your Thena request through a variety of ways:

1. Pasting the direct link of the relevant Jira ticket on the internal triage thread:

By copy-pasting the complete hyperlink of your Jira ticket to Thena’s Internal Triage thread, you can automatically attach this to the relevant request.

2. Pasting the direct link of the relevant Jira ticket on the Internal Thread through the Request Drawer: You can open the Request Drawer for the specific Jira ticket and insert the associated hyperlink within the “Internal Thread” tab.

3. Searching for an existing ticket on Jira through Request Drawer:

By accessing the “External Links” section on the “Request Drawer,”, you can search for existing Jira tickets and attach them to requests.

Creating a new Jira ticket with Thena

You can create new tickets on Jira through the “Request Drawer”. However, before you set off on a journey, it’s important to note that by default, you will see all projects and issue types in Jira that the authenticated user has access to. To set up a default project or issue type, you can reach out to us through Slack so we can configure this to fit your exact needs.

Creating a Jira ticket from the “Request Drawer” couldn’t be any easier! Simply access the “External Links” section to create your request. If you have multiple integrations set up, you can choose your desired destination for the ticket.

Once you submit your ticket, it’ll automatically sync to the request you generated it from, enabling information to be shared seamlessly between Jira and Thena so your teams have complete visibility.

Types of Tickets in Jira: Bugs, Tasks, and More

In Jira, tickets are everything. They're like your to-do list on steroids. You've got three main players: Bugs, Tasks, and Stories. Think of Bugs as those annoying glitches that pop up – something's not right, and you've gotta fix it. See a problem? That's a Bug. Tasks are your to-do items, the steps that keep things moving. Time for an update? Hello, Task. And then, Stories. These are all about what the user wants. Someone's dreaming of a new feature? You've got yourself a Story.

But wait, there's more. You've got Sub-Tasks (think mini missions connected to bigger quests) and Epic, the big picture your Tasks and Stories are aiming to complete. Jira's customizable, so you might run into other types, but these are your go-tos. Getting the hang of when to use which ticket makes everything smoother and less muddled. From fixing Bugs, to crossing off Tasks, to bringing Stories to life, understanding these essentials keeps your project rolling right along.

Navigating Through the Jira Dashboard

Logging into Jira for the first time might feel overwhelming. Yet, it's your project management hub. Imagine it as a ship's captain's bridge, steering through tasks and projects with ease. The dashboard is your customizable space, designed to highlight what's crucial for you. At its heart, keep an eye on a few essentials. The Activity Stream offers a quick peek at the latest happenings, much like a news feed for your projects. Then there are Gadgets – mini windows into your project's various segments, offering glimpses into your task lists (My Open Issues gadget), project updates, or your calendar. Tweaking these gadgets is easy, just a few clicks. And don't overlook Filters. They're game-changers, letting you zero in on tasks that align with specific criteria, such as deadlines for the week, helping you prioritize the pressing tasks. Remember, the Jira dashboard is your ally. Investing time to tailor it to your workflow will make navigating tasks and projects smoother.

Frequently asked questions about Jira Slack integration 

1. How do I link a Slack message to a ticket in Jira?

You can link a Jira ticket by either raising an issue in Jira or raising a ticket directly from Slack and pasting the direct link to the ticket on Slack with your selected team members or channels. Now, they will be able to see your ticket details and help resolve issues efficiently.

2. How to enable Jira to use a private Slack channel?

Integrating Jira ticketing system functionalities in a private channel couldn’t get any easier. Once you create your desired channels, you can add Jira to your homepage by typing in /invite Jira. With this simple command, you will be able to access all functionalities the same way as you would in your public channels.

3. Can Jira send notifications to Slack?

Yes! When you integrate Jira and Slack, you can access the best functionalities from both tools—superb project management with Slack’s excellent communication capabilities. You’ll receive notifications for Jira ticket status changes in the Request Drawer external link preview, the activities tab, and your Slack triage channel thread.

You can set up instant notifications in Slack using /jira notify or /jira manage.

4. How can I check the status of a linked Jira ticket in Thena?

You can hover over the Jira ticket link in the Thena web app to view the status of your linked Jira ticket. You will also receive status notifications for any potential changes in your request through your activities tab and Slack tirage channel thread.

Comparing Communication Features: Slack vs. Jira Integration Benefits
Primary FocusReal-time team communication & collaborationProject management, issue tracking, and software development workflowsStreamlines B2B customer service within Jira.
Communication StyleInformal, conversational, fast-pacedFormal, project-specific, asynchronous (often)Enables real-time communication for issue resolution.
Communication FormatPrimarily text messages, voice calls & video conferencingComments within issues, issue descriptions, @mentions, file sharingFacilitates contextual communication within tickets.
Collaboration FeaturesShared channels, threaded messages, file sharing, real-time mentionsShared project boards, collaborative editing on issues and comments, @mentions, document sharingEnhances team collaboration on customer issues.
IntegrationsIntegrates with numerous external tools and servicesIntegrates primarily with development and IT operations toolsBridges communication gap between Slack & Jira.
Search FunctionalityPowerful search for messages, channels, and usersRobust search within projects, issues, and commentsEnables efficient search for relevant customer information.
CostFree tier with limited features, paid plans for additional features and usersFree tier with limited features, paid plans for additional features and user tiersPotentially reduces costs through improved issue resolution efficiency.
Mobile AppAvailable with full functionalityAvailable with full functionalityEnables on-the-go customer service management.
Learning CurveRelatively easy to learn and useSteeper learning curve for advanced features and complex project workflowsSimplifies issue creation and communication within Jira.
Suitable for:General team communication, project discussions, quick updatesIssue tracking, bug reporting, software development lifecycle managementB2B customer service within development and project management workflows.


Differences Between Zendesk and Jira

Introduction to Zendesk and Jira

Zendesk and Jira lead the pack in customer support and project management. Both shine differently. Zendesk is your choice for direct customer service, excelling at handling queries and connecting with customers. It smooths out interactions for happier customers. Jira, however, excels in project management and bug tracking, perfect for organizing team workflows and tackling bugs in software development. It ensures projects are completed on time. Choose Zendesk to boost customer service, or pick Jira for a tight grip on project and bug management.

Comparing the Interface and User Experience

Zendesk and Jira stand out in customer service and project management, each with distinct vibes and user vibes. Zendesk shines for simplicity seekers. Its dashboard? Clean and navigable, perfect for gliding through customer tickets and services. It's intuitive, welcoming newbies to dive right in. Zendesk's game? Simplifying the grind for support agents, keeping info close and conversations flowing.

Jira charms developers and project managers with its love for detail and customization. Its complex interface mirrors its capability to manage complex workflows. Think of it as the Swiss Army knife for tasks, sprints, and issues. However, its power means learning it is a bit tough. Newcomers could feel lost, navigating its numerous features. Jira's customization, its very strength, poses a challenge for those seeking easy solutions.

Seeking simplicity in customer service? Zendesk's got you covered. Craving deep project management customization? Jira stands by your side. Choose wisely, balancing your team's needs against the complexities you're eager to tackle.

Help Desk and Ticketing System Differences

Zendesk and Jira might look similar at a quick glance, both dealing with tasks and issues, but their core purposes diverge. Zendesk takes the lead in customer service, acting as a digital front desk. It streamlines handling customer questions, ensuring a smooth operation for businesses that are heavily customer-facing. Every inquiry is ticketed, meaning no customer is left behind. Jira, however, carves its niche in project management and issue tracking, with a spotlight on software development. It becomes the development team's spine, categorizing each bug, task, or feature into tickets for better tracking and workflow management. While Zendesk hones in on customer service through its ticketing system, Jira focuses on smoothing out technical issues and task management. Picking between the two hinges on your needs: is it customer service or project tracking and development?

Help Desk and Ticketing System Differences

Zendesk and Jira might look similar at a quick glance, both dealing with tasks and issues, but their core purposes diverge. Zendesk takes the lead in customer service, acting as a digital front desk. It streamlines handling customer questions, ensuring a smooth operation for businesses that are heavily customer-facing. Every inquiry is ticketed, meaning no customer is left behind. Jira, however, carves its niche in project management and issue tracking, with a spotlight on software development. It becomes the development team's spine, categorizing each bug, task, or feature into tickets for better tracking and workflow management. While Zendesk hones in on customer service through its ticketing system, Jira focuses on smoothing out technical issues and task management. Picking between the two hinges on your needs: is it customer service or project tracking and development?

Pricing and Plans: Zendesk vs Jira

Choosing Zendesk or Jira? Often, it's about the cost. Both have a range of prices, fit for various business sizes. Zendesk zeroes in on customer service, with plans from basic to full-scale. Prices? From $5 to $199 per agent/month.

Jira leans towards project management and tracking bugs, a favorite among software creators and IT squads. Small teams, up to 10 users, get a free plan – a major bonus for startups and compact projects. For bigger groups, the cost kicks off at $7.50 per user every month, scaling to $14.50 per user monthly for the standard kit. Big enterprises? They've got a premium deal, with prices tailored to the team’s breadth and unique requirements.

With these costs in mind, Jira shines for smaller teams or solo users, thanks to its no-cost option. On the flip side, Zendesk scales with you, fitting snugly from startup to big corp in customer support. Choosing between Zendesk and Jira boils down to your focus—helping customers or managing projects—and your budget for tools.

Pros and Cons of Zendesk

Zendesk excels in customer support, offering a user-friendly layout. This makes it easy for teams to sift through tickets and handle customer questions with ease. For those swamped with customer chats, Zendesk is the top choice. It features robust automation tools, cutting down on manual tasks and speeding up customer replies. Additionally, it meshes well with numerous other apps, boosting its functionality.

Though Zendesk shines in many areas, it's not without its flaws. For starters, costs can spike as your team expands and complexities rise. A few users note that, despite Zendesk's prowess in managing support tickets, its data analysis tools could use some beefing up. This may pose challenges for those eager to mine deep into customer service stats for insights. Furthermore, while customization is on the table with Zendesk, achieving the perfect setup might demand extra technical expertise or the assistance of a tech whiz.

Pros and Cons of Jira

Jira excels in the realm of agile and software projects. It's your go-to for bug tracking, task management, and sprint navigation. However, it has its oddities. Positively, Jira provides in-depth reports, adaptable workflows, and a robust suite of integrations. You can customize it effectively to suit your methods, and it integrates seamlessly with other tools you use. Moreover, for the data enthusiasts, Jira's analytics can offer invaluable insights.

But it's not always bright and joyful. Learning Jira can be tough. Beginners may end up puzzled, wading through its intricacies. And don't forget the cost. Sure, Jira's starting prices seem fair, but the expenses balloon with more members and extras. Also, for groups not solely focused on software, Jira might be too much. It's like wielding a chainsaw for a job a pocket knife could do—efficient, absolutely, but way more than necessary.


Jira and Slack are powerful operational duos that can help you streamline everyday processes and increase collaboration and visibility across your business. With the help of Thena’s smart automation, you can bring out most of your methods and create optimal operations within every part of your organization.

Don’t hesitate to give us a try today! Add Thena to Slack.

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