The Jira integration with Pendo allows you to link Jira issues to ideas in Listen and replays in Session Replay. For more information about the functionality, see Overview of the Jira integration with Pendo.
Important: All users must reauthenticate their Jira connection to use the latest integration functionality, including status syncing in Listen.
Prerequisites
To set up the Jira integration with Pendo, you need:
- Admin access to Jira.
- Admin permissions in Pendo.
- Authentication credentials for both Pendo and Jira.
Tip: We recommend creating a dedicated Jira user to manage the integration.
Set up the integration
Note: If you haven't used the Jira connection in 90 days, you'll be automatically signed out of your Jira connection and will need to reconnect following the above process. Regardless of activity, all integrations must be reauthenticated after 12 months.
To connect your Jira instance for the first time:
- In Pendo, go to Settings > Integrations.
- Find and open the Jira tile.
- Select Set up and activate. This opens an authentication screen, prompting you to enter your Jira credentials, for which Pendo uses Tray.io.
- Select New authentication. This opens Create a new authentication.
- Enter your Jira Site URL. This is the URL of your Jira dashboard and must include
https://, for example,https://mydashboard.atlassian.net. - Select Create.
- In Use app on, choose your Jira site URL.
- After you've authenticated, select Next > Finish.
- Enable the integration using the toggle at the top of integration panel.
Reauthenticate an existing Jira integration
If you already have a Jira integration set up in Pendo, you must reauthenticate to use the latest functionality.
- In Pendo, go to Settings > Integrations.
- Select the Jira tile.
- Select View settings and logs.
- Select Edit integration.
- In the dropdown menu of Jira connections, select Add new account.
- Copy and paste your Jira URL, ensuring it includes the
https://prefix. - Select Create. This opens the Tray.io authenticator in a new window and refreshes the token.
- Select your Jira connection, then select Accept.
- Select Next > Finish.
- Delete any older Jira connections that remain. Only the most recent Jira integration supports the updated functionality with Listen syncing.
Configure Jira settings in Listen
After you connect Jira to Pendo, go to the Jira settings in Listen to:
- Choose which Jira spaces are available for linking ideas and feedback. If you use Jira Product Discovery, you can connect to it by selecting the Product Discovery space.
- Enable and configure status syncing between Jira issues and ideas or feedback items.
Connect Jira spaces
- Go to Listen > Listen settings > Jira.
- In the Spaces section, select the Jira spaces you want to connect to Listen. Issues from these spaces are available to link in Listen. You can:
- Connect all spaces.
- Include specific spaces. In the Selected spaces dropdown menu, select the spaces you want to sync with Listen.
- Exclude specific spaces. In the Selected spaces dropdown menu, select the spaces you don't want to sync with Listen.
- Select Save changes > Confirm.
Enable status syncing
Use the Enable status syncing between Jira and Listen toggle to activate automatic status syncing. When enabled, Jira issue status changes are automatically reflected in linked ideas and feedback items in Pendo.
Status updates flow from Jira to Listen. Changing the status of an idea or feedback item in Listen doesn't update the linked Jira issue. To keep statuses aligned, make status updates directly in Jira.
Configure status mappings
After you enable status syncing, configure how Jira statuses map to idea and feedback statuses in Listen.
- You can map multiple Jira statuses to one idea or feedback item status.
- If you delete a status in Listen, you're prompted to reassign any associated mappings.
- If a Jira status isn't mapped to a status in Listen, the status remains unchanged in Listen.
To configure status mappings:
- Select the toggle Enable status syncing between Jira and Listen.
- Select either the Feedback or Idea tab to manage the status mappings.
- For each row in the Status mappings table, select at least one Jira status to map.
- Select Manage statuses to customize your idea and feedback item statuses in Listen. For more information, see Customize statuses for ideas and feedback.
- Select Save changes > Confirm.
Validate the integration in Listen
- In Pendo, go to Listen > Ideas.
- Choose an idea or create and open a test idea to link a Jira issue to.
- Add a Jira issue to the idea, either by creating a new Jira issue or linking to an existing Jira issue. For instructions, see Jira integration with Pendo Listen.
Validate the integration in Session Replay
- In Pendo, go to Replay > Library.
- Choose a replay to link a Jira issue to.
- Create a Jira issue from a specific part of the replay. For instructions, see Create an issue from a replay.