JIRA Add-on Setup for Feedback

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Pendo Feedback's Jira integration allows you to use Feedback and JIRA (Cloud) together also allows you to effectively close the feedback loop for Visitors and internal users of your product. 

NOTE: This doc explains how to install the JIRA add-on for Feedback. If you have already done this and want to know how to use the add-on, head here.


What you need to install the JIRA (Cloud) add-on

In order to get started with the add-on, you need:

  • Admin access to JIRA, including the ability to add/configure add-ons.
  • Pendo Feedback API key
    • Log in to your Pendo Feedback account
    • Head to Settings > API Access (you will need Admin permissions)
    • Click on "Show API Keys", then "Create API Key" if need be (can be deleted once the authorization process has completed).

How to Install Feedback’s JIRA add-on (Quick)

Here's the quick version of the instructions, for those familiar with installing JIRA add-ons.

If you have a US Pendo Feedback account:

1. In JIRA, head to the "Manage add-ons" section.

2. In settings turn on "Enable development mode".

3. Click on "Upload app"

4. Enter "https://feedback.us.pendo.io/app/integrations/jira/atlassian-connect-us-region.json"

5. Once installed, click on "Configure"

6. Use your Pendo Feedback API key to authorize the add-on.

7. Configure your actions.

8. Click to save.

If you have a EU Pendo Feedback account:

1. In JIRA, head to the "Manage add-ons" section.

2. Search for "Pendo Feedback".

3. Click to install the Feedback add-on.

4. Go to "Manage", then "Configure Feedback add-on".

5. Use your Pendo Feedback API key to authorize the add-on.

6. Configure your actions.

7. Click to save. 

How to Install Feedback’s JIRA add-on for EU accounts (Detailed)

The integration is a standard add-on from the Atlassian Marketplace. It takes a few minutes to install & configure. Here’s the full video. Written instructions are also given below:

Log into your company's JIRA account and go to the settings cog in the top-right.

Select Add-ons from the drop-down menu.

Search for Pendo Feedback then click the blue Install button.

Follow the process - there will be a few dialogue boxes asking you to confirm. The installation takes a few seconds.

How to Configure the JIRA add-on

After installation, you need to click the Manage and Configure buttons.




Note: When you do this for the first time, a dialogue box will appear asking you to enter your Pendo Feedback API Key.

You will see 2 tabs - one for Feedback actions and the other for JIRA actions. You need to check the configuration for both of these tabs.

Feedback Actions

This tab is where you choose:

  • The state a request has in Feedback when an issue is created in JIRA e.g., When the status of a Feedback request changes to Planned, then an issue is automatically created in JIRA
  • The default project new issues are assigned to
  • The default issue type assigned (Task, Sub-task, Story, Bug)
  • If the issue type selected has components as a required field then you can select the components to assign by default
  • The JIRA field that the Feedback request Title goes into
  • The JIRA field that the Feedback request Description goes into

Note: The project, issue type, title and description fields are all defaults. These can be edited on the Feedback side before the issue is created in JIRA.


JIRA Actions

This tab is where you choose the status that the JIRA issue has to trigger the request being set to Released in Feedback. E.g., when an issue is marked as Done in JIRA, any linked requests in Feedback will automatically have their status changed to Released. When this action occurs, all customers and team members who follow that request will automatically be notified.

NOTE: This is optional. If you do not want JIRA to automatically update & release requests in Pendo Feedback, simply "Deselect all" during this stage of set-up. 


Once you have configured both tabs, click the Save button and you are ready to go!