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The Jira Service Desk integration captures customer support conversations from your Jira Service Management (JSM) projects in real time. Customer requests, public replies, and internal notes flow into Modem, where they are analyzed, grouped into topics, and linked to the people and companies behind them.
Jira Service Desk integration is currently in beta. Features and behavior may change.
Jira Service Desk is part of the same Jira connection. You don’t connect it separately, you connect Jira once and choose which projects to monitor. Service Management projects are captured as support requests; standard software and business projects are captured as issues. Connect from Settings → Integrations → Jira.

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Prerequisites

  • Admin access in the Modem organization where you want to connect Jira
  • Access to an Atlassian Jira site with one or more Jira Service Management projects, with permission to authorize apps
  • A Modem organization on a plan that includes Jira

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Setup

Jira Service Desk uses the shared Jira connection. If you’ve already connected Jira, you only need to make sure your Service Management projects are selected.
1

Connect Jira

Go to Settings → Integrations → Jira and click Connect Jira. You’ll be redirected to Atlassian to authorize Modem and choose the site you want to connect. (Skip this step if Jira is already connected.) See the Jira setup guide for full details.
2

Select your Service Management projects

In the project list, filter by the Service type and toggle on the service desk projects you want to capture. You can adjust this selection at any time.
After authorization, Modem registers a webhook on your Jira site and begins receiving request activity for the service desk projects you selected.

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What Gets Captured

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Requests

Jira Service Management calls each customer support record a request. Modem captures requests as they change, threading the conversation under the request summary so each one shows up as a readable support thread. For each captured request, Modem includes:
  • The customer’s original request
  • Public replies between the customer and your agents
  • Internal notes (comments not shared with the customer), flagged as internal

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Request metadata

Each captured update is stored alongside the current state of its request, including:
  • Status (e.g. Waiting for support, Waiting for customer, Resolved)
  • Request type and priority
  • Reporter (the customer) and assignee
  • Created and updated timestamps
  • Jira request URL for jumping back to the source request

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People

Modem resolves request reporters and commenters to Modem people profiles using their email address when Jira returns one. This gives you a unified view of each customer’s activity across your support desk and your other connected sources, and rolls support conversations up to the companies behind them.

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Public vs. Internal Comments

Service desk comments carry a visibility flag. Public comments are the back-and-forth shared with the customer. Internal comments are notes your team leaves on the request that the customer never sees. Modem captures both and marks internal comments as internal so they’re distinguishable in your topics.

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Real-Time Capture

Service desk capture is real-time: Modem starts ingesting request activity from the moment you connect and select your Service Management projects. New requests and comments are captured as Jira sends webhook events. There is no historical backfill of past requests today.

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Troubleshooting

Confirm Jira shows a healthy status in Settings → Integrations → Jira, and that your Service Management project is toggled on in the project list (filter by the Service type to find it). Then allow a few minutes for webhook delivery and processing, and make sure the request had a change (new request, update, or comment) since connecting.
Open Settings → Integrations → Jira to see the error detail. If Modem prompts you to Authorize or Re-authorize, the access has expired or the required permissions changed; click through to grant access again. If the error persists, contact support@modem.dev.
Reporters and commenters are matched to Modem people by email address. If Jira doesn’t return an email for the person, their activity won’t be linked automatically.
Modem captures both public replies and internal notes, marking internal comments as internal. If you only want public conversation, keep that in mind when reviewing captured requests.

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Disconnecting

Jira Service Desk capture stops when you either deselect your Service Management projects or disconnect Jira entirely:
  1. Go to Settings → Integrations → Jira
  2. Toggle off the service desk projects you no longer want to capture, or click Disconnect to remove the connection completely
Disconnecting deletes the webhook from your Jira site, so new request activity is no longer synced. Historical data remains in Modem after disconnecting.
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Jira

Capture issues and let the agent search, create, and update them.
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Companies & People

See how request reporters are linked to people and companies.