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

# Jira Voice AI Integration Guide

> Connect DialNexa voice AI with Jira to capture reproducible issues, find existing work, and route engineering or operations follow-up.

The **Jira voice AI integration** turns technical or operational call findings into issues teams can investigate. It is most useful when the agent collects reproducible facts and links the customer-facing record without exposing internal Jira content.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native Jira connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If Jira is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the Jira voice AI integration

Use Jira when:

* Support or operations calls can reveal product defects or operational incidents.
* A defined project and issue type receive voice-originated reports.
* The agent collects environment, steps, observed result, impact, and frequency.
* Jira remains internal and customer communication stays in the support system.

<Tip>
  **Best first workflow:** Search for a known issue using a controlled identifier, then create a triage issue only when no match exists and the call provides enough reproducible detail.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* A Jira account with permission to read or update the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect Jira

| Connection method                                   | Use it when                                            | Important limit                                                             |
| --------------------------------------------------- | ------------------------------------------------------ | --------------------------------------------------------------------------- |
| Workspace connector                                 | Jira appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs Jira data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | Jira should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans Jira and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the Jira voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and Jira

* DialNexa call ID, call direction, status, and final outcome
* Caller name, phone number, email, and matched customer or account ID
* Structured fields collected during the call, including consent where required
* Short operational summary, requested next step, owner, and due date
* Transcript or recording link only when your privacy policy allows it
* Jira record ID, record URL, update timestamp, and integration result

## High-value Jira voice AI workflows

| Call outcome                         | Jira result                                    | Human control                              |
| ------------------------------------ | ---------------------------------------------- | ------------------------------------------ |
| Caller reports a reproducible defect | Create a triage issue with structured evidence | Let the team set final severity            |
| Existing known issue is identified   | Link the support record to the issue           | Do not reveal internal comments to callers |
| More evidence is collected           | Add a comment to the matched issue             | Remove unnecessary personal data           |
| Report is incomplete or ambiguous    | Create a support follow-up instead             | Avoid low-quality duplicate Jira issues    |

## Verify the Jira integration

Run a test call and confirm that:

1. The workflow finds the intended Jira record instead of creating a duplicate.
2. Only the approved fields change.
3. The DialNexa call ID is stored for traceability and retry protection.
4. A failed request creates a visible error or human-owned task.
5. The receiving owner can open the Jira record and understand the next step without reading the full transcript.

## Troubleshoot Jira integration issues

| Problem                            | What to check                                                                                                                                     |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Jira is not shown in the dashboard | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails               | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| No matching record is found        | Normalize phone numbers and email addresses, then define a clear create-versus-review rule                                                        |
| Duplicate updates appear           | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow         | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)