When you connect Jira, feedback from your site is created as a Jira issue with its annotated screenshot or recording, console logs, and browser and page details attached. With 2-way Smart Sync, a comment or status change on either side updates the other, so developers can work in Jira while the person who reported the issue stays informed through Userback.
Before you start
Jira Cloud only. Jira Data Center and Jira Server aren't supported. The integration works with Jira Software and Jira Service Management.
Sign in as the right account. The Atlassian account you authorize with is the one Userback uses to create issues. If you don't want issues tied to a personal account, sign in with a shared service account.
That account needs permission to create issues in the Jira project you plan to use.
Connect Jira
Go to Feedback > Settings > Integrations.
On the Jira card, click Connect.
Sign in to Atlassian, choose your Jira site, and approve access.
Choose the Jira Project and Issue Type new feedback should create.
Set a default Priority, and a Reporter if you want one.
Choose when feedback is sent: Manually, Automatically, or Automatically and Resolve in Userback. For the automatic options, pick which feedback types to include. See How Integrations Work in Userback for how each mode behaves.
Choose which statuses and comments to sync between Userback and Jira.
Click Test. A test issue appears in the Jira project you chose. Check it landed in the right project and issue type, then delete it.
Send feedback to Jira manually
If you chose Manually, send feedback item by item:
Open the feedback item, or its notification in your Inbox.
Click Send to Jira.
Confirm the Project and Issue Type, and fill in any other fields your Jira project requires.
Click Send.
What syncs between Userback and Jira
Once a feedback item has been sent to Jira, the two stay linked:
Comments. New comments on the Jira issue appear on the feedback item, and new comments in Userback appear on the Jira issue.
Status. Changing the status on either side updates the other, for the statuses you chose to sync.
Troubleshooting
What are the "test" issues showing up in Jira?
They're created when someone clicks Test in the Jira integration settings, to confirm Userback can create issues in that project. You can delete them.
Manual send or sync isn't working
Work through these in order:
Check the feedback item was actually sent. Sync only applies to items that already have a linked Jira issue.
Check your sync settings. A status or comment only syncs if you selected it in step 7 above.
Check the connection hasn't expired. Go to Workspace Settings > Connected Apps and reconnect Jira if it shows as expired.
Read the error. Go to Workspace Settings > Integration Log, filter by Jira, and open the failed request. A
401error means Userback is no longer authorized: reconnect. Other errors usually name the missing permission or required field.
Issues are created under the wrong person's name
Jira creates issues as the Atlassian account that authorized the connection. If that was a personal account, reconnect Jira from Workspace Settings > Connected Apps while signed in to Atlassian as the service account you want to use.
Does Userback work with Jira Data Center or Server?
No. The integration supports Jira Cloud only. If you're migrating to Cloud, connect once the migration is done. If you need to stay on Data Center, Zapier or webhooks can route feedback to your own instance.
What's next