> ## Documentation Index
> Fetch the complete documentation index at: https://modem.dev/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Jira Service Desk

> Capture customer support requests from Jira Service Management

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](/docs/guides/topics), and linked to the people and companies behind them.

<Warning>Jira Service Desk integration is currently in beta. Features and behavior may change.</Warning>

<Info>
  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](/docs/integrations/jira). Connect from **Settings** → **Integrations** → **Jira**.
</Info>

## 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

## 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.

<Steps>
  <Step title="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](/docs/integrations/jira#setup) for full details.
  </Step>

  <Step title="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.
  </Step>
</Steps>

After authorization, Modem registers a webhook on your Jira site and begins receiving request activity for the service desk projects you selected.

## What Gets Captured

### 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

### 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

### People

Modem resolves request reporters and commenters to Modem [people](/docs/guides/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](/docs/guides/people#companies) behind them.

## 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.

## 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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Requests aren't appearing">
    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.
  </Accordion>

  <Accordion title="Connection shows an error or asks you to re-authorize">
    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](mailto:support@modem.dev).
  </Accordion>

  <Accordion title="Customers aren't linking to people">
    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.
  </Accordion>

  <Accordion title="Internal notes are showing up unexpectedly">
    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.
  </Accordion>
</AccordionGroup>

## 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.

## Related

<CardGroup cols={2}>
  <Card title="Jira" icon="https://mintcdn.com/modem-844d7a4a/LmhsPduwU_kokopO/icons/jira.svg?fit=max&auto=format&n=LmhsPduwU_kokopO&q=85&s=52c31bd5f41a23be771171690b3afcf6" href="/docs/integrations/jira" width="30" height="30" data-path="icons/jira.svg">
    Capture issues and let the agent search, create, and update them.
  </Card>

  <Card title="Companies & People" icon="https://mintcdn.com/modem-844d7a4a/Wr2r4IRr97lNQiQb/icons/users.svg?fit=max&auto=format&n=Wr2r4IRr97lNQiQb&q=85&s=32a2de5620a3659206db1c3d1aff5a06" href="/docs/guides/people" width="24" height="24" data-path="icons/users.svg">
    See how request reporters are linked to people and companies.
  </Card>
</CardGroup>