# Jira - Actions and Triggers in Workflows > Connect Jira with GHL Customer Care Workflows to automate issue creation and updates, add comments and files, link related issues, log work, and manage sprints easily. - Source: https://docs.ghlcustomercare.com/docs/marketing/workflow-email-action/jira-actions-and-triggers-in-workflows - Section: Marketing / Workflow Email Action - Reading time: 9 min - Images: 6, each explained below --- Connect Jira with GHL Customer Care Workflows to coordinate customer communication and issue management without relying on separate automation tools. Jira events can start workflows when issues are created or updated, while Jira actions can create, update, enrich, link, and manage issues from inside a workflow. A single authorized Atlassian account can access the appropriate Jira Cloud Site for each trigger or action. --- **TABLE OF CONTENTS** - [What is the Jira Integration?](#what-is-the-jira-integration) - [Key Benefits of the Jira Integration](#key-benefits-of-the-jira-integration) - [Prerequisites](#prerequisites) - [Connecting Your Jira Account](#connecting-your-jira-account) - [Jira Triggers](#jira-triggers) - [Jira Actions](#jira-actions) - [How to Set Up a Workflow with Jira](#how-to-set-up-a-workflow-with-jira) - [Use Cases & Patterns](#use-cases-and-patterns) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- # **What is the Jira Integration?** The Jira integration connects GHL Customer Care Workflows directly to Jira Cloud, allowing information to move between customer-facing automations and issue-management processes. Jira triggers start workflows when issues are created or updated, while Jira actions allow workflows to find, create, update, enrich, link, and organize Jira issues. This two-way connection helps support, product, engineering, and operations teams keep customer communication aligned with work being completed in Jira. --- ## **Key Benefits of the Jira Integration** - **Two-way automation:** Start GHL Customer Care workflows from Jira issue events and send information back to Jira through workflow actions. - **Faster customer communication:** Notify customers when reported issues are resolved or reach an important status. - **Reduced duplicate work:** Find and link related Jira issues using a shared customer, ticket, or request reference. - **Broader issue-lifecycle control:** Create and update issues, add comments or attachments, manage watchers, log work, and move issues to sprints. - **Multi-site flexibility:** Select the appropriate Jira Cloud Site when an Atlassian account has access to more than one site. - **Centralized workflow management:** Coordinate CRM activity, customer messaging, and Jira issue updates from the GHL Customer Care Workflow Builder. --- ## **Prerequisites** Confirming account access and identifying the correct Jira environment before setup helps prevent authorization, site-selection, and issue-permission errors. - Access to **Automation → Workflows** in the appropriate GHL Customer Care sub-account. - An Atlassian account with access to the Jira Cloud Site you want to use. - The email address associated with the Atlassian account. - Access to the Jira projects, issues, users, and sprints required by the workflow. - A clear plan for connecting Jira issues to GHL Customer Care contacts when customer communication is part of the automation. --- ## **Connecting Your Jira Account** Connecting Jira from a workflow trigger or action allows GHL Customer Care to securely access the Jira Cloud Sites available through your Atlassian account. Once connected, the account can be used across workflows without repeating the authorization process. 1. In GHL Customer Care, open **Automation → Workflows** and add any Jira action or trigger. → If Jira is not connected, click **Connect your account**. → In the **External Authentication Configuration** modal, enter a friendly **Name**, such as “Engineering Jira” or “Support Jira,” and the **Email** associated with the Atlassian account. → Click **Continue**, then approve the requested Jira access on Atlassian’s authorization screen. → If Jira is already connected, the account and available configuration fields load directly in the workflow step. ![Step 1 of 2: In GHL Customer Care, open Automation → Workflows and add any Jira…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076260473/original/dL3ST1Jx8mG8raXeRWmUEm65lOsyg4_Jog.png) **Step 1 of 2: In GHL Customer Care, open Automation → Workflows and add any Jira…** This screenshot accompanies step 1 of 2 in the "Connecting Your Jira Account" section of "Jira - Actions and Triggers in Workflows". At this point in the walkthrough you in GHL Customer Care, open Automation → Workflows and add any Jira action or trigger. → If Jira is not connected, click Connect your account. → In the External Authentication Configuration modal, enter a friendly Name, such as “Engineering Jira” or “Support Jira,” and the Email associated with the Atlassian account. → Click Continue, then approve the requested Jira access on Atlassian’s authorization screen. → If Jira is already connected, the account and available configuration fields load directly in the workflow step. The next step is to alternate path: Sub-Account settings → Integrations → Jira → Connect. - What to fill in: In GHL Customer Care, open Automation → Workflows and add any Jira action or trigger. → If Jira is not connected, click Connect your account. → In the External Authentication Configuration modal, enter a friendly Name, such as “Engineering Jira” or “Support Jira,” and the Email associated with the Atlassian account. → Click Continue, then approve the requested Jira access on Atlassian’s authorization screen. → If Jira is already connected, the account and available configuration fields load directly in the workflow step. - Controls: Automation → Workflows, Connect your account, External Authentication Configuration, Name, Email, Continue - Next: Alternate path: Sub-Account settings → Integrations → Jira → Connect. Full procedure: 1. In GHL Customer Care, open Automation → Workflows and add any Jira action or trigger. → If Jira is not connected, click Connect your account. → In the External Authentication Configuration modal, enter a friendly Name, such as “Engineering Jira” or “Support Jira,” and the Email associated with the Atlassian account. → Click Continue, then approve the requested Jira access on Atlassian’s authorization screen. → If Jira is already connected, the account and available configuration fields load directly in the workflow step. <- this image 2. Alternate path: Sub-Account settings → Integrations → Jira → Connect. 2. Alternate path: Sub-Account settings → Integrations → Jira → Connect. ![Step 2 of 2: Alternate path: Sub-Account settings → Integrations → Jira → Connect](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076260450/original/Nfc0_LS_OW2LowBkiy1ioSpRX09GxtKs6A.png) **Step 2 of 2: Alternate path: Sub-Account settings → Integrations → Jira → Connect** This screenshot accompanies step 2 of 2 in the "Connecting Your Jira Account" section of "Jira - Actions and Triggers in Workflows". At this point in the walkthrough you alternate path: Sub-Account settings → Integrations → Jira → Connect. - What this covers: Alternate path: Sub-Account settings → Integrations → Jira → Connect. - Controls: Automation → Workflows, Connect your account, External Authentication Configuration, Name, Email, Continue Full procedure: 1. In GHL Customer Care, open Automation → Workflows and add any Jira action or trigger. → If Jira is not connected, click Connect your account. → In the External Authentication Configuration modal, enter a friendly Name, such as “Engineering Jira” or “Support Jira,” and the Email associated with the Atlassian account. → Click Continue, then approve the requested Jira access on Atlassian’s authorization screen. → If Jira is already connected, the account and available configuration fields load directly in the workflow step. 2. Alternate path: Sub-Account settings → Integrations → Jira → Connect. <- this image --- ## **Jira Triggers** Jira triggers allow issue activity to begin a GHL Customer Care workflow. Use the Cloud Site filter and available issue conditions to limit enrollment to the Jira activity relevant to the automation. | Trigger | Direction | What It Does | Example Uses | | --- | --- | --- | --- | | **New issue** | Jira → GHL Customer Care | Starts the workflow when a new issue is created in Jira. | Find the related GHL Customer Care contact, search for similar Jira issues, link duplicate reports, or send an internal notification. | | **Updated issue** | Jira → GHL Customer Care | Starts the workflow when an existing Jira issue is updated. Use filters to narrow the automation to the required condition, such as an issue reaching the Done status. | Notify a customer when an issue is resolved, update a GHL Customer Care record after a status change, or alert a team when an issue meets an escalation condition. | ## **Important:** Store or pass a shared identifier when a Jira-triggered workflow must locate a specific GHL Customer Care contact. Examples include a contact ID, support ticket ID, request ID, or another external reference. --- ## **Jira Actions** Jira actions allow GHL Customer Care workflows to search Jira and manage issues throughout their lifecycle. Select the correct Cloud Site before choosing projects, issues, users, or sprints associated with that site. | Category | Action | What It Does | | --- | --- | --- | | **Discovery** | **Find users** | Searches for Jira users that can be referenced in later workflow steps. | | **Discovery** | **Find projects** | Searches for Jira projects available to the connected Atlassian account. | | **Discovery** | **Find issues** | Searches for Jira issues that match the provided criteria or shared reference. | | **Issue creation and updates** | **Create issue** | Creates a Jira issue in the selected Cloud Site and project. | | **Issue creation and updates** | **Update issue** | Updates an existing Jira issue using the information provided to the action. | | **Issue enrichment** | **Add comment to issue** | Adds a comment to an existing Jira issue. | | **Issue enrichment** | **Add watcher to issue** | Adds a user as a watcher on an existing Jira issue. | | **Issue enrichment** | **Add attachment to issue** | Adds a file to an existing Jira issue. | | **Issue enrichment** | **Add work log to issue** | Records work against an existing Jira issue. | | **Issue relationships** | **Link issue** | Creates a relationship between Jira issues, such as “relates to” or “duplicates.” | | **Issue relationships** | **Move issue to sprint** | Moves a Jira issue into the selected sprint. | ## **Important:** Selecting a Cloud Site is required for the Create issue action. Confirm that the selected site contains the projects, issues, users, and sprints required by the workflow. --- ## **How to Set Up a Workflow with Jira** A reliable Jira workflow starts with the correct automation direction, Cloud Site, filters, and issue references. Build and test the workflow in small stages before publishing it for live customer or project activity. #### **Step 1: Create or open a workflow** Go to **Automation → Workflows**, create a new workflow or open an existing workflow, and give it a descriptive name. ![Step 1: Create or open a workflow (image 3 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076261243/original/pXMy5MT4kG3dMadXhvlK6m-fC7TBjp3_Bw.png) **Step 1: Create or open a workflow (image 3 of 6)** This screenshot appears in the "Step 1: Create or open a workflow" section of "Jira - Actions and Triggers in Workflows". The text alongside this image reads: Go to Automation → Workflows, create a new workflow or open an existing workflow, and give it a descriptive name. Immediately after, the guide continues: Choose the event that should start the automation. - Where to go: Go to Automation → Workflows, create a new workflow or open an existing workflow, and give it a descriptive name. - Controls: Automation → Workflows - Next: Choose the event that should start the automation. #### **Step 2: Choose the workflow trigger** Choose the event that should start the automation. For a Jira-to-GHL Customer Care workflow, select: - **New issue** - **Updated issue** For a GHL Customer Care-to-Jira workflow, select the appropriate GHL Customer Care trigger, such as a form submission, opportunity change, or another customer event ![Step 2: Choose the workflow trigger (image 4 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076261437/original/j-k3BeZRSc6H-bbd2iFWx__NZdzrdrSF2w.png) **Step 2: Choose the workflow trigger (image 4 of 6)** This screenshot appears in the "Step 2: Choose the workflow trigger" section of "Jira - Actions and Triggers in Workflows". The text alongside this image reads: For a GHL Customer Care-to-Jira workflow, select the appropriate GHL Customer Care trigger, such as a form submission, opportunity change, or another customer event. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: Add a Jira trigger or action and click Connect your account if Jira has not already been authorized. - What to choose: For a GHL Customer Care-to-Jira workflow, select the appropriate GHL Customer Care trigger, such as a form submission, opportunity change, or another customer event - Fields: New issue, Updated issue - Controls: New issue, Updated issue - Next: Add a Jira trigger or action and click Connect your account if Jira has not already been authorized. Full procedure: 1. New issue 2. Updated issue #### **Step 3: Connect Jira** Add a Jira trigger or action and click **Connect your account** if Jira has not already been authorized. Enter a friendly Name and the Email associated with the Atlassian account. Click **Continue**, then approve the requested Jira access on Atlassian’s authorization screen. ![Step 3: Connect Jira (image 5 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076261473/original/-oEWCg-ktJNMy1pISgrWA1cmykNaQfaKMw.png) **Step 3: Connect Jira (image 5 of 6)** This screenshot appears in the "Step 3: Connect Jira" section of "Jira - Actions and Triggers in Workflows". The text alongside this image reads: Enter a friendly Name and the Email associated with the Atlassian account. Click Continue, then approve the requested Jira access on Atlassian’s authorization screen. Immediately after, the guide continues: Complete the fields displayed for the selected step. - What to fill in: Enter a friendly Name and the Email associated with the Atlassian account. Click Continue, then approve the requested Jira access on Atlassian’s authorization screen. - Controls: Connect your account, Continue - Next: Complete the fields displayed for the selected step. #### **Step 4: Configure the Jira trigger or action** Complete the fields displayed for the selected step. Depending on the action, this may include: - Jira project - Issue or issue key - User Use custom values from the trigger or earlier workflow steps when Jira information needs to be populated dynamically. ![Step 4: Configure the Jira trigger or action (image 6 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155076261685/original/SvpDZ0EoiqdV8h4iuqLZN4DIKwceTDSHug.png) **Step 4: Configure the Jira trigger or action (image 6 of 6)** This screenshot appears in the "Step 4: Configure the Jira trigger or action" section of "Jira - Actions and Triggers in Workflows". The text alongside this image reads: Use custom values from the trigger or earlier workflow steps when Jira information needs to be populated dynamically. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: Add the logic required to handle different results. - What this covers: Use custom values from the trigger or earlier workflow steps when Jira information needs to be populated dynamically. - Fields: Jira project, Issue or issue key, User - Next: Add the logic required to handle different results. Full procedure: 1. Jira project 2. Issue or issue key 3. User #### **Step 5: Add conditions and follow-up steps** Add the logic required to handle different results. Examples include: - Use an **If/Else** branch when a related Jira issue may or may not be found. - Use **Find Contact** before sending a customer message from a Jira-triggered workflow. - Add an internal notification when a Jira action fails to find the expected record. - Add another Jira action to comment on or link an issue after it is created. #### **Step 6: Test, save, and publish** Run a controlled test and confirm that the workflow uses the correct Jira Cloud Site and issue. Click **Save**, then publish the workflow when the test is successful. After a live execution, review **Execution Logs** to verify the workflow inputs, outputs, and status. --- ## **Use Cases & Patterns** These workflow patterns demonstrate how Jira and GHL Customer Care can coordinate customer updates, issue discovery, and technical work. Add filters, shared identifiers, and error-handling branches according to your organization’s process. ### **Use Case 1: Customer-reported bug → Jira issue with full context** Goal: Turn a customer bug report into a well-annotated Jira issue automatically. Workflow Setup: - Trigger: Support conversation flagged as a bug - Action: Find projects (resolve the engineering project key) - Action: Find users (resolve the on-call engineer) - Action: Create issue (project = engineering, issue type = Bug, assignee = on-call engineer, summary from support summary) - Action: Add attachment to issue (screenshots, logs) - Action: Add comment to issue (verbatim customer report) Example: A customer reports a crash. Within seconds, an on-call engineer sees a Bug issue in Jira with the screenshot attached, the reproduction steps as a comment, and their name on Assignee — no manual copy-paste from the support conversation. ### **Use Case 2: Issue resolved → notify the customer** Goal: Close the loop when an engineer resolves an issue that started from a customer report. Workflow Setup: - Trigger: Updated issue (filter: status = Done) - Branch: Was this status change from a non-Done state? - Action: Find the originating contact (cross-reference via a custom field or issue label) - Action: Send resolution message with the fix summary from the issue’s resolution comment Example: An engineer flips ENG-4523 to Done and adds a resolution comment describing the fix. Within 5 minutes, the customer who originally reported the bug gets an SMS: ‘We’ve fixed the crash you reported. Details: \[resolution excerpt\].’ ### **Use Case 3: Duplicate detection and cross-issue linking** Goal: Reduce duplicate work by linking related issues on creation. Workflow Setup: - Trigger: New issue - Action: Find issues (search by shared reference — support ticket ID, error signature, feature request ID) - Branch: If a matching issue exists → Link issue (‘duplicates’ or ‘relates to’) Example: A new bug issue comes in from a customer report. The workflow searches for existing issues with the same error signature; if one exists, it links the new issue as ‘relates to’ so engineering can see the pattern rather than fixing the same bug twice. --- ## **Frequently Asked Questions** **Q: What is a Cloud Site?** An Atlassian Cloud Site is a single Jira instance identified by a subdomain (e.g. istesting.atlassian.net, acme.atlassian.net). One Atlassian account can have access to many Cloud Sites. Every trigger and action in this integration exposes a Cloud Site selector — it’s required on Create issue and available as a filter on the triggers. Always set it explicitly if your account has access to more than one site. **Q: Do I need to connect Jira separately for every workflow?** No. Connect Jira once through OAuth, then select the connected account and appropriate Cloud Site when configuring Jira steps across workflows. **Q: Can one connected Atlassian account access more than one Jira Cloud Site?** Yes. When the connected Atlassian account has access to multiple Cloud Sites, use the Cloud Site selector to choose the environment for each Jira trigger or action. **Q: Is the Cloud Site required for every Jira step?** Jira triggers and actions include a Cloud Site selector. The Cloud Site is required for Create issue and acts as a filter for Jira triggers. **Q: Can different Jira steps in the same workflow use different Cloud Sites?** Each Jira trigger and action includes its own Cloud Site selector, allowing the step to target the appropriate site available through the connected Atlassian account. **Q: How do I associate a Jira-triggered workflow with a GHL Customer Care contact?** Store a shared identifier in the Jira issue, such as a contact ID, email address, ticket ID, or request reference. Use that value in a Find Contact step before running contact-specific actions. **Q: Does Updated issue only run when the Jira status changes?** The trigger responds to an existing issue being updated. Use the available filters to narrow the workflow to the condition you need, such as Status = Done. **Q: Where can I troubleshoot a failed Jira action?** Open the workflow’s **Execution Logs**, locate the Jira action, and review its execution details. Confirm the connected account, Cloud Site, required fields, and Jira record references before testing again. --- ## **Related Articles** - [Monday.com – Actions and Triggers in Workflows](https://docs.ghlcustomercare.com/docs/workflows/getting-started-w-workflows/monday-com-actions-and-triggers-in-workflows) - [ClickUp – Actions & Triggers in Workflows](https://docs.ghlcustomercare.com/docs/workflows/getting-started-w-workflows/clickup-actions-triggers-in-workflows) - [Workflow Builder Walkthrough](https://docs.ghlcustomercare.com/docs/workflows/workflow-builder/workflow-builder-walkthrough) - [A List of Workflow Actions](https://docs.ghlcustomercare.com/docs/workflows/workflow-builder/what-are-workflow-actions-complete-list) - [Improved Workflow Execution Logs & Enrollment History](https://docs.ghlcustomercare.com/docs/workflows/getting-started-w-workflows/workflows-improved-execution-logs-enrollment-history) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com