Link Jira work items to feedback

Link feedback to Jira work items

Use the Jira work-item integration to link existing Jira issues to Feedback records, Feeds, Collections, Themes, and Sub-themes in Enterpret. View linked work-item details in Enterpret and add Enterpret references and feedback counts to the configured Jira fields.

This guide covers configuring that workspace integration and linking existing work items. For account connections used by Enterpret Agent, see Connectors.

What This Solves

The Problem:

• Feedback and delivery live in separate tools, making it unclear whether an idea is new, planned, or already in progress

• Manually linking Jira work items to feedback wastes time and loses valuable context

• Closing the loop with customers is difficult without a direct connection to who asked and why

What You Get:

• Link Jira work items to Enterpret entities (Feedback Records, Themes, Sub-themes, Feeds, Collections)

• View linked Jira work items as preview cards with key details in Enterpret

• See backlinks to Enterpret and feedback counts directly in Jira

• Context showing which linked customer requests relate to Jira work items

Who This Is For

CX, Product, and Engineering teams who need a shared source of truth linking customer feedback to execution.

Supported Products

• Jira Cloud work-item linking. Confirm compatibility with your Jira product and project configuration.

• For Jira Work Management, Jira Service Management, or Jira Product Discovery, contact Enterpret Support to confirm compatibility with this integration.

Set up Jira work-item linking

Already set up? Skip to How to Use

Prerequisites

Before you begin, ensure you have:

• Permission in Enterpret to configure the Jira work-item integration

• A Jira Cloud account permitted to authorize the app and access the projects and issues you intend to link

• Ability to approve these Jira scopes:

  • Read Jira work data (read:jira-work)

  • Write Jira work data (write:jira-work)

  • Manage Jira webhooks (manage:jira-webhook)

  • Maintain access using refresh tokens (offline_access)

Step 1: Enable the Integration

1. In Enterpret, navigate to Integrations → New Integration → Jira

2. Select Jira and continue to OAuth

3. Review and approve the requested access using the Jira account chosen for this integration

4. Return to Enterpret after authorization. If prompted to Select Jira Instance, choose the intended Jira site and select Save and continue to complete setup.

Step 2: Configure Access Control

Important: The Jira account used to connect Enterpret determines which projects and fields the integration can access.

Best Practice: Use an organization-approved account with the required project and custom-field permissions, and plan how its ownership and authorization will be maintained.

Restricting Access: To limit Enterpret's access to specific Jira projects, configure the integration account's project permissions before connecting.

Step 3: Set Up Required Jira Fields

Create two custom fields in Jira and add them to all projects where you plan to link work items with Enterpret.

Detailed Field Setup Instructions

1. Ask a Jira administrator to confirm whether each target project is company-managed or team-managed. Jira may label projects as spaces in its current interface.

2. For company-managed projects, create or reuse the two custom fields in Jira administration and include the intended projects in their contexts. For team-managed projects, use the project or space field settings; follow any site policy that requires shared fields.

3. Choose the field types listed above and use the exact field names shown in the table. See Atlassian’s custom-field instructions for the current navigation.

4. Add the fields to the relevant work-item types, layouts, and screens, as applicable. Confirm that the integration account can update both fields on a test issue in each target project.

Important Notes:

• For company-managed projects, global fields can be reused where their contexts, screens, and project configuration make them available.

• For team-managed projects, locally created fields belong to that project or space. Ask your Jira administrator whether to create local fields or use fields made available by your site policy.

• Recommendation: Use company-managed projects during initial setup to simplify configuration

Step 4: Verify Connection

Test that everything is working:

1. In Enterpret, open any Feedback record or Theme

2. Click Add Work Item

3. Enter a Jira Work Item ID, URL, or title

4. Click Assign

5. A Jira preview card should appear showing the work item's summary, status, and assignee

6. To remove the test link, click the "×" icon next to the Jira work item

How to Use

Link Jira to Individual Feedback Records

Connect specific customer feedback to Jira tickets for full traceability.

Steps:

1. Open a Feedback record

2. Click Add Work Item

3. Enter the Jira Work Item ID, URL, or title

4. Click Assign

Once linked, a Jira preview card appears in the right panel above Predictions.

Best Practices:

• Link feedback to an existing Jira work item if the request is already being tracked

• Use one work item per distinct problem or feature request

• If multiple feedback records describe the same issue, create a Collection in Enterpret and link the Jira work item to that Collection instead of linking each record individually

Example: If a feedback record states "User unable to connect integration after authentication", assign that record directly to the corresponding Jira bug ticket.

Link Jira to Feeds

Connect filtered views of feedback to related Jira work.

Steps:

1. Open a Saved Feed or create a new Feed

2. Click Add Work Item

3. Enter the Jira Work Item ID, URL, or title

4. Click Assign

Once linked, a Jira preview card appears above the Feed items.

Best Practices:

• Use filters to narrow down to specific areas before assigning Jira work items

• Assign work items to precise, well-defined segments rather than broad categories

• Create smaller, focused Feeds for better tracking clarity

Example: Instead of linking one bug to an entire "Bugs" Feed, create focused Feeds for each problem area (authentication, permissions, notifications) and link accordingly.

Link Jira to Themes or Sub-Themes

Connect your taxonomy to roadmap items and epics.

Steps:

1. In Quantify, plot a Theme or Sub-theme

2. Click the Theme or Sub-theme on the chart

3. Click Assign Work Item

   

4. Enter the Jira Work Item ID, URL, or title

5. Click Assign

Themes or Sub-themes with linked Jira work items display a Jira icon next to them. You can also assign work items from Quantify widgets in dashboards.

Note: Assignments apply to the selected Theme or Sub-theme, not to Quantify itself.

Best Practices:

• Use Theme-level linking for roadmap items that represent cohesive problem areas

• Avoid linking very high-level categories that span unrelated work

Example: Link the Theme "Improving onboarding experience" to a Jira epic dedicated to onboarding improvements. Avoid linking broad themes like "User Experience" that span design, performance, and accessibility.

Link Jira to Collections

Group related feedback and connect it to Jira work.

Steps:

1. Open a Saved Collection

2. Click Add Work Item

3. Enter the Jira Work Item ID, URL, or title

4. Click Assign

Once linked, a Jira preview card appears above the Collection feed.

View Jira Work Items in Enterpret

What You'll See:

• Work item summary, status, type, and assignee

• Issue details synchronized from Jira

• Linked Jira work items displayed as preview cards

Update Timing:

• After a successful assignment, the linked work item appears in Enterpret

• Jira update events can trigger synchronization of linked work items

• Periodic reconciliation can refresh work-item data. Sync timing depends on processing and connection access.

Enrich Jira with Enterpret Context

When you link an Enterpret entity to a Jira work item, Jira is automatically enriched with customer intelligence.

What Gets Added to Jira:

1. Backlinks to Enterpret: All linked entities (Feeds, Collections, Themes, Feedback Records) are listed with direct links

2. Total Feedback Count: Aggregated count of unique feedback records across all linked entities

Note: If the same feedback appears in multiple linked entities (like a feed, collection, and theme), it's only counted once.

Frequently asked questions

1. Who can enable the Jira integration?

   1. You need permission to configure the integration in Enterpret and a Jira account permitted to authorize the app. Contact your Enterpret team if you need help confirming the required access.

2. Which Jira products are supported?

   1. This guide covers Jira Cloud work-item linking. Contact Enterpret Support to confirm compatibility with your Jira product and project configuration, including Jira Software Cloud, Jira Work Management, Jira Service Management, or Jira Product Discovery.

3. Can I connect multiple Jira sites or projects?

   1. Each configured integration uses a selected Jira Cloud site. If the authorizing account can access multiple sites, choose the intended site when prompted. Contact your Enterpret team to confirm the supported setup for additional sites or projects.

4. Who can see linked Jira work items in Enterpret?

   1. Linked work items appear alongside the Enterpret feedback, Feed, Collection, Theme, or Sub-theme where they are shown. Confirm visibility with your Enterpret team before linking Jira information that has a restricted audience.

5. What data does Enterpret write to Jira?

   1. Enterpret writes to two fields:

      • Enterpret References: Backlinks to Enterpret entities

      • Enterpret Feedback Count: Total count of linked feedback records

6. What fields appear in preview cards?

   1. Work item summary, status, type, and assignee.

7. Can I link multiple Enterpret objects to one Jira work item?

   1. Yes. A single Jira work item can be linked to multiple Feedback records, Feeds, or Themes. We recommend keeping assignments contextual to the ticket for the best experience.

8. Can I unlink or change a Jira work item once connected?

   1. Yes. Click the "×" icon next to the Jira work item to remove it.

9. How do I remove Enterpret's access to my Jira account?

   1. Go to https://id.atlassian.com/manage-profile/apps

   2. Select the Enterpret app that has access to your Jira site

   3. Remove access

10. What happens if the Jira integration is deleted or deactivated?

    1. Deactivating or deleting the integration can stop Jira synchronization and hide Jira assignment displays in Enterpret. Do not assume this erases every saved relationship or clears references already written in Jira. Before removing a connection, contact Enterpret Support to confirm how your existing links and Jira-side fields will be handled.

11. Can I customize which fields Enterpret writes to in Jira?

    1. Not currently. Field customization is not yet configurable.

Product availability

Contact your Enterpret team to confirm availability and supported workflows for the following:

• Additional Jira products: Jira Work Management, Jira Service Management, and Jira Product Discovery

• Creating Jira work items directly from Enterpret

• Syncing additional custom fields from Enterpret to Jira

• Filtering Feed and Quantify by Jira ticket ID

• Receiving Slack or email notifications when linked Jira work items are resolved

Need Help? Contact your Enterpret customer success manager or reach out to support@enterpret.com.