Set up the JIRA add-on for Feedback

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Pendo Feedback's JIRA integration allows you to use Feedback and JIRA (Cloud) together so that you can close the feedback loop with both customers and internal users of your product. This is a two-way integration with JIRA, allowing you to add feature requests to JIRA tickets, and to assign JIRA issues to feature requests.

Sharing feature and issue information from Feedback through the add-on creates seamless communication between product and development teams, and improves customer experience. Specifically, the JIRA add-on for Feedback allows you to:

  • Automatically create JIRA issues when internal users update requests in Feedback.
  • Automatically communicate product releases to customers as JIRA issues change to the final status in the ticket's workflow, such as "Released" or "Done". 

The article explains how to install the JIRA add-on for Feedback. For guidance on how to use the add-on, see JIRA with Pendo Feedback.


To set up the JIRA add-on for Pendo Feedback, you need:

  • A Pendo Feedback account.
  • The JIRA integration added to your Pendo subscription.
  • Admin access to JIRA, including the ability to add and configure add-ons.
  • A Pendo Feedback API key.


The integration is a standard add-on from the Atlassian Marketplace. Setting up the integration differs between US and EU Feedback accounts. For both account types, the broad steps for integrating JIRA with Feedback are:

  1. Add the Feedback app as an add-on in JIRA.
  2. Configure the Feedback add-on.

Add the app for US Feedback accounts

US Feedback accounts manually upload Feedback as an add-on.

  1. In JIRA, open Apps from the top menu and select Manage your apps.
  2. Select Manage apps from the left menu.
  3. Open Settings under User-installed apps and select Enable development settings. This allows the installation of apps that aren't listed on the Atlassian Marketplace.
  4. Select Upload app.
  5. Enter "".

Once installed, configure the Feedback add-on.

Add the app for EU Feedback accounts

EU Feedback accounts find and open the Feedback add-on from the Atlassian Marketplace.

  1. In JIRA, open Apps from the top menu and select Manage your apps.
  2. Select Find new apps from the left menu.
  3. Search for "Pendo Feedback" and select Pendo Feedback for Jira.
  4. Select Get app.

Once installed, configure the Feedback add-on

Configure the Feedback add-on

  1. In JIRA, navigate to Apps > Manage your apps > Manage apps.
  2. Expand the Feedback add-on from under User-installed apps and select Configure.
  3. If you're not already logged in, enter your username and password for Feedback.
  4. If you're doing this for the first time, enter your Pendo Feedback API key.

The Configuration interface includes two tabs: Feedback actions and JIRA actions. You must check the configuration for both tabs, and then select Save when you're done.

Feedback actions

In the Feedback actions tab, use the dropdown menus to choose: 

  • When an issue is created in JIRA, for example, when the status of a Feedback request is in the Planned stage.
  • The default JIRA project that you want the issues to appear in.
  • A default JIRA ticket issue type, such as Task or Story.
  • Where the feature title and description should appear in the JIRA ticket. Typically, the request title is assigned to the Summary field in a JIRA ticket, and the request description is assigned to the Description field in a JIRA ticket.

Then, select Create test issue. If successful, select Save and open the JIRA actions tab.

Feedback actions tab.png

JIRA actions

The JIRA actions tab is where you choose which JIRA issue status triggers the Feedback request status to change to Released. For example, when an issue in JIRA transitions to Done, any linked requests in Feedback automatically change their status to Released. This is optional. If you don't want JIRA to automatically update and release requests in Pendo Feedback, select Deselect all instead.

In the JIRA actions tab, choose which JIRA ticket statuses (such as Done) should automatically update a Feedback request to the Release status in Feedback. Select Save to continue.

JIRA Actions Tab.png

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