Jira
Connect your ElevenLabs agents with Jira Cloud
Overview
Section titled “Overview”Connect your ElevenLabs AI agents with Jira Cloud to manage issues, track projects, and automate support workflows. This integration enables your agents to create and update issues, transition issues through workflows, link related tickets for escalation, and search across projects.
Capabilities
Section titled “Capabilities”| Capability | Support |
|---|---|
| Zero retention mode (ZRM) | Not supported |
| Attachments in tools | Not supported — tools operate on text only |
This integration uses a Jira API token with Basic authentication. You need your Atlassian account email, an API token, and your Jira Cloud subdomain.
Generate an API token
Go to Atlassian API token management and click Create API token. Copy the token - you won’t be able to see it again.
Find your Jira subdomain
Your subdomain is the first part of your Jira Cloud URL. For example, if your Jira is at
mycompany.atlassian.net, your subdomain ismycompany.Connect in ElevenLabs
In the ElevenLabs integration setup, enter:
- Email - your Atlassian account email
- API Token - the token you generated in step 1
- Jira Subdomain - your subdomain from step 2
Identifying callers
Section titled “Identifying callers”The jira_search_issues tool requires a labels parameter to scope searches to a specific user’s tickets. This assumes your Jira workflow applies a label to each issue that identifies the caller — for example, converting an email like jane.smith@example.com into a label like jane-smith-at-example-com.
To automate this, configure the labels field as a dynamic variable that receives the caller’s identifier from your application. This way the agent does not need to ask the caller for their email on every call.
How it works
Section titled “How it works”Caller identification
The agent identifies the caller by email address or another identifier configured in the labels field.
Gather details
The agent collects information about the issue from the caller - what happened, severity, and any relevant context.
Create the issue
The agent creates a Jira issue in the appropriate project with the right issue type, priority, and description.
Confirm with the caller
The agent reads back the created ticket number so the caller has a reference for follow-up.
Example system prompt
Section titled “Example system prompt”View example system prompt
# Personality
You are a helpful IT support agent responsible for managing support tickets in Jira. Be friendly, professional, and efficient.
# Environment
You operate in a support setting via voice or chat, where you help users report issues, check ticket status, and manage existing requests.
# Tone
Begin by asking how you can help. If the caller has an existing issue, ask whether they have the ticket number. If they are reporting a new issue, collect details about the problem.
Ask one question at a time and wait for the response before proceeding.
# Goal
For new issues:
- Collect a clear description of the problem
- Determine severity and urgency
- Create the ticket in the appropriate project with the right issue type and priority
- Read back the ticket number
For existing issues:
- If the caller provides a ticket number, look it up by key
- If the caller wants to check on their issues, search using the labels field
- Provide status updates
- Add comments or update priority when requested
- Always confirm before making changes
# Guardrails
- Do not discuss topics outside of IT support.
- Never expose raw Jira API responses, internal IDs, or technical field names to the caller.
- Always confirm with the caller before creating, updating, or transitioning issues.Available tools
Section titled “Available tools”| Tool | Description |
|---|---|
jira_create_issue |
Create an issue with project, summary, issue type, and optional fields like priority. |
jira_get_issue |
Retrieve details for a specific issue by key. |
jira_search_issues |
Search for issues by label, project, status, priority, type, assignee, text, or date range. |
jira_update_issue |
Update fields on an existing issue - priority, assignee, labels, or description. |
jira_add_comment |
Add a plain-text comment to an issue. |
jira_get_transitions |
List available workflow transitions for an issue. |
jira_transition_issue |
Move an issue to a new workflow status using a transition ID from jira_get_transitions. |
jira_link_issues |
Link two issues together (e.g., “Blocks”, “Duplicate”, “Relates”). |
jira_list_projects |
List available projects and their keys. |
jira_get_issue_types |
List available issue types (e.g., Bug, Task, Story). |
jira_get_priorities |
List available priority levels. |