Jira app for Hiver

Connect Jira with Hiver to turn customer-reported bugs, technical issues, and product problems into Jira issues for your engineering and product teams. Support teams can keep each issue connected to the original conversation, follow the investigation, and update the customer without repeatedly going back to engineering for context.

With the app, your team can:

View, create, link, and update Jira issues directly from customer conversations.
Pre-fill fields that rarely change so your team can create issues faster.
Give product and engineering access to the related customer context from Jira.
Automatically create Jira issues from conversations using Hiver Automations.

This guide covers how admins can set up the app and how team members can create, link, and manage Jira issues from customer conversations.

Prerequisites

Before setting up the Jira app, make sure you have:

Admin access in Hiver.
An active Jira subscription.
Administrator access in Jira.

Setting up the Jira app

1. Go to Admin Panel → Integrations → Apps.

2. Find and select Jira.

3. Review the app capabilities and click Start setup.

4. Select Click to authenticate.

5. In the new tab that opens, sign in to your Jira account.

6. Once you’re signed in, return to Hiver and select Jira to continue setup.

Choose who can see the Jira app

1. Go to Visibility and click the Configure visibility settings icon.

2. Select the Shared Inboxes where the Jira app should be available.

3. Select the roles that should see the Jira app.

4. Click Save.

The Jira card will be available in the selected Shared Inboxes for users with the selected roles after the app is enabled.

Choose what data should be visible in Hiver

Next, choose which fields your team can see in Hiver and which fields they can fill in when creating Jira issues.

1. Click the Configure fields icon.

2. You can choose any default or custom field created in your Jira workspace. Switch between the Standard fields and Custom fields tabs to select from each set.

3. For each field, select:

View to show the field on the right panel in Hiver.
Create to make the field available when creating Jira issues from Hiver.

4. Click Save.

Pre-fill Jira fields

Set default values for Jira fields that typically remain the same across issues. These values are filled in automatically when someone creates an issue and can be edited before the issue is created. To do this:

1. Click Pre-fill fields.

2. For each field, enter a value. You can add your own text or Hiver variables like {{subject}}, {{private_permalink}}, {{email_body}}, and {{conversation_summary}}.

3. Click Save.

Enabling the app

After you choose who can see Jira and what data is visible, turn on the Jira app toggle. The Jira app becomes available in the selected Shared Inboxes for users with the selected roles.

Using the Jira app

1. Create a Jira issue

When a customer request needs work from your engineering or product team, you can create a Jira issue directly from the conversation. Hiver links the issue to the conversation so your team can track progress without losing the customer context.

To create an issue:

1. Open Jira from the right panel. If you don't see it, click the three-dot menu and select Jira.

2. Click Create new object.

3. Enter the issue details, such as the issue summary, project, issue type, assignee, due date, and description. Click Create once done.

Note:

If your admin has set up pre-filled fields, some values may already be filled in. You can edit them before creating the issue.
Only custom fields enabled under Configure fields in the Visibility tab will appear in the form.

The issue is created and appears in the right panel. From the linked card in Hiver, use the link to open the issue directly in Jira.

2. Update a linked Jira issue

Once an issue is linked to a conversation, its details appear in the Jira card in the right panel. You can check its progress and update fields such as the assignee, issue type, and status without leaving Hiver.

To update an issue:

1. Click the Edit icon.

2. Change the required fields and click Update to save them to Jira.

3. Refresh issue details in Hiver

When an issue is updated directly in Jira, click the refresh icon in the Jira card to load its latest details in Hiver.

4. Link an existing Jira issue

If a customer request is already being tracked in Jira, you can link the existing issue instead of creating a new one. To link a conversation to an existing issue:

1. Click Link existing object.

2. Select Link Jira Issue.

3. Paste the issue's URL or ID under Object ID/Link, and click Show preview to verify the issue details.

4. Click Link.

The linked issue appears in the right panel, where your team can view and update it from the conversation.

To unlink an issue from a conversation, click the Unlink icon and confirm.

Note: Unlinking removes the connection between the Jira issue and the Hiver conversation. It doesn’t delete or change the item in Jira.

When a Jira issue is created or linked from Hiver, Hiver adds a link to the related conversation in the issue's Description field. This link can be used to access the customer conversation in Hiver for faster context.

Note: To open the conversation, a Jira user needs to be signed in to Hiver.

Automating Jira actions from Hiver

You can automatically create a Jira issue when a conversation meets the trigger and conditions you define. For example, you can automatically create a Jira issue when a customer conversation is tagged as a bug or requires engineering follow-up.

To create a Jira issue using an Automation:

1. Create an Automation with the trigger and conditions you need.

2. Add an action, choose Jira from the Apps list, and select Create Jira issue.

3. Set the default values Hiver should apply to every issue this Automation creates. For each field, enter a value using your own text or Hiver variables like {{subject}}.