Introduction
Connect Jira Service Desk to Sana to reply to customer service requests directly from your chat. Draft and post replies on customer tickets with context from your other connected apps.
In summary, the connector has the following key characteristics:
Category: Support
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed
Capabilities
This connector is able to do the following:
Capability |
Reply to requests |
Tools
While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Jira Service Desk. In practice, the agent may call one or more tools to achieve a single capability.
Tool |
Create comment on request |
Scope and permissions
This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions:
Scope | Purpose |
read:servicedesk-request | Read customer service requests and their comments |
write:servicedesk-request | Reply to customer service requests on your behalf |
offline_access | Refresh access tokens when the user is offline |
Set up instructions
Prerequisites:
Your Sana workspace admin has enabled this integration – if the workspace admin has disabled the integration it won't appear in the list of available integrations.
Step 1: Go to the integrations page in Sana
In Sana, click on ... More in the sidebar, then select Integrations
Step 2: Find Jira Service Desk in the list of available integrations
Scroll to the Available integrations section and locate Jira Service Desk.
Step 3: Connect the integration
Click the integration card and select "Connect just for me", this will open a pop-up powered by Jira Service Desk. Follow the steps in the pop-up to complete the set-up.
Step 4: Sign in to Jira Service Desk and approve the requested scopes
You'll be redirected to Jira Service Desk to go through their OAuth flow. Sign in and approve the scopes Sana needs to operate the connector.
Step 5: Complete the set up
You've successfully connected your Jira Service Desk account. Click Continue to complete the setup and start using the connector.
Known limitations
Organizations: Searching, reading, and creating organizations are not supported.
Deletion: Deleting records is not supported.
Notes: Notes can be searched and created, but not updated or deleted.