Creating Issues in Jira


Jira is task management software that is popular due to its robust workflow management, planning, searching, and tracking. Some of our customers like to use it to track work that needs to be done in Gladly. Fortunately, integrating Gladly and Jira has never been easier thanks to Zapier.

This tutorial will lead you through the process of connecting Jira to Gladly so that every time a new conversation is started in Gladly, a new issue will be automatically created in Jira.

Getting started

To successfully complete this tutorial, you will need:

Creating an Issue in Jira

Step #1: Create a new Zap

If you're new to Zapier, don't worry! Zapier provides a wonderful guide on how to get started creating Zaps.

Step #2: Choose the Gladly app

For the first action of your new Zap, search for and choose Gladly (1.0.1).

Hint: Don't forget to give your Zap a descriptive name!

Step #3: Add a Conversation Created trigger

Choose Conversation Created as the trigger event. This means that every time a new conversation is created in Gladly, this Zap will be triggered.

Authenticate: At this point, you will be asked to authenticate with your Gladly account. This is where you need your Gladly username and API token. If you need help generating an API token, check out the developer docs.

Hint: The Gladly URL will generally be https://{YOUR-COMPANY-NAME}

Step #4: Get conversation items from Gladly

Create the next step in your Zap. Choose the Gladly application again, but this time use the Get Conversation Items Action Event.

You will be asked to select an authentication through Gladly again. Use the one from the previous step and click CONTINUE.

In order to get the conversation items of the right conversation, it's important to pass the conversationId as part of the request. To do this, click the icon to the right of the dropdown menu in the "Customize Conversation" step to select from the received payload from the first action. Select Id of created conversation from the list.

Once you have selected it, it should look something like this:

Step #5: Create an issue in Jira

Create another step in your Zap, but this time choose the Jira application and the Create Issue Action Event.

After you authenticate with your Jira account, you will need to customize the issue using data from Gladly.

Project: The name of the Jira project that these stories should be posted under

Issue Type: The type (Story, Bug, etc) that you want this task to appear as

Summary: You can use conversation item data from the second Action here, or you can make the Subject more generic, for example, "New Conversation in Gladly."

Description: This is what goes in the body of the Jira issue. Be sure to include information like Content From to indicate details about the Customer as well as the content of the conversation item, that's the real meat of the content.

Add Link to Gladly Customer

Sometimes viewing an issue from Gladly in Jira doesn't give a full view of what needs to be done. To solve this problem, users will need to log in to Gladly, search for the customer, and view their profile. To make that process easier, you can add a permalink to the customer's Gladly profile in the Jira issue's Description.

To do that, create the permalink with the customerId from the Gladly Task payload.


Once you have entered the first part of the permalink url into the Description section, get the customerId by clicking the field menu and selecting Customer Id.

The final result should look like this:

Step #6: Test your Zap!

You're all done with set up! How easy was that?

Make sure to test your Zap by sending in a new communication (try email!) to your Gladly account. Now go check your Jira, there should be a new task with all the information you configured!

You can also check that everything went through your Zap on Zapier by going to the Task History menu.