AI Customer Support Agent | Slack + Jira Ticket Creation

Build a no-code AI customer support agent that lives in Slack and automatically creates Jira tickets from customer conversations. Turn bugs and feedback into actionable engineering issues without leaving your Slack channels.

What This AI Agent Does

This agent is built specifically for teams that use Slack channels for customer support and Jira for managing product tickets. Deploy it in shared customer Slack channels to capture bugs, answer product questions, and create detailed Jira issues with full context.

Key capabilities:

• AI-powered customer support: Answers product questions using your documentation

• Automated Jira issue creation: Convert Slack conversations into Jira issues with complete thread context

• Smart routing & categorization: Configure the agent to set Jira labels, priorities, and teams based on your workflow

• Always-on availability: First line of support when your team is offline

Benefits

• Turn bugs and feedback into Jira Issues without leaving Slack: Just call the agent in Slack and it creates a Jira issue instantly, complete with conversation context, relevant links to the Slack thread, and proper categorization based on your team's workflow.

• Reduce response time with AI-powered support: Your AI support agent answers common product questions by referencing your documentation, giving your support team more time for complex issues while maintaining fast response times.

• Endlessly configurable, no code required: Configure your agent's behavior in plain language. Set up custom Jira issue routing, labels, priority levels, and assignee rules. No developers needed!

• Built for teams using Jira: This template is optimized specifically for Jira's API and workflow.

Use Cases

• B2B SaaS Customer Support: Deploy in shared Slack channels with enterprise customers to capture bugs directly in Jira

• Engineering Bug Tracking: Convert customer-reported bugs into prioritized Jira issues with full reproduction steps

• Product Feedback Management: Route feature requests to the right Jira project automatically

Who this is for

• Engineering Teams using Jira: Get better context in bug reports from customers

• Customer Success Teams: Reduce Jira ticket creation overhead

• Product Teams: Capture and organize customer feedback systematically in Jira

• Startups using Slack + Jira: Provide scalable support

How to Set Up Your Slack-to-Jira Support Agent

1. Authenticate your services

   • Connect your Slack workspace

   • Connect your Jira account and select your default project

   • If your team uses Confluence: connect your Confluence account

2. Update the agent prompt

   • Replace the link in the product documentation section with a link to your product's documentation

   • Update Jira defaults (project name, labels, priorities) in the Jira guidelines section.

   • If your team uses Confluence: Replace the link in the Confluence access section with a link to your org's Confluence space.

3. Add the agent to Slack

   • Click the "Add to Slack" button and follow the instructions there.

Additional ways to customize this agent

• Expand your knowledge base: Improve response accuracy by:

  • Adding more documentation sources

  • Including common troubleshooting guides

  • Uploading product update notes

• Integrate additional tools: Enhance capabilities beyond Slack, Jira, and Confluence:

  • Customer data platforms (Segment, Amplitude)

  • Product analytics tools

  • Additional documentation sources

  • Custom APIs or internal databases

• Adjust response behavior Update the agent instructions to control:

  • Tone and voice (formal, friendly, technical, etc.)

  • When to respond automatically vs. wait for mention

  • What types of questions to answer vs. escalate

  • How to handle urgent or sensitive issues

• Give the assistant a name and personality: Give your assistant a name, if you’d like.

💡Tips for success

• Use the "Aside" feature: Prefix messages with "aside" to have internal team discussions in customer channels without the agent responding. Perfect for support team coordination!