Jira often holds the answer to a customer's most pressing question: is my bug fixed yet? Connecting Jira lets Cust see the tickets tied to your customers, so the team knows the state of every escalation without leaving the platform.

What Cust syncs

From the Jira projects you choose, Cust syncs:

Issues: key, summary, issue type, status, and description.
Comments: the conversation on each issue, with author name and avatar.
A link back to Jira: every synced issue keeps a direct link to the original.

The sync is read-only and one-way. Cust never writes anything back to Jira. Statuses are normalized into to do, in progress, and done, and an issue whose status reaches done shows as closed in Cust.

Connect Jira

Admins connect Jira in Settings under Integrations.

Authorize with Atlassian

Jira connects with OAuth. Sign in with an Atlassian account that has access to the Jira site you want to connect. Cust connects one Jira Cloud site per workspace, so use an account scoped to the right site.

Scope the sync

Tell your Cust contact which Jira projects to sync and which Jira field holds the company reference (see matching below). Optionally, map additional Jira fields such as priority or severity to custom fields in Cust.

Let the initial sync run

The first sync imports the full history of the selected projects. After that, Cust picks up new and updated issues every hour.

How issues are matched to companies

Matching uses a designated Jira field that carries the company's external ID from Cust. When an issue's reference field matches a company in your portfolio, the issue attaches to that company's record. One issue can reference several companies, and it attaches to all of them.

Issues that reference a company Cust does not know yet are held rather than dropped, and they attach automatically once that company appears in your portfolio.

Custom fields

Jira fields such as priority, severity, or components can be mapped onto product issue custom fields in Cust. Mapped values sync with each issue and become part of the account's data, so the Assistant can answer questions like "which enterprise accounts have open critical bugs".

How Cust uses the data

Issues appear on the account's interactions timeline alongside emails, meetings, and support conversations.
The Assistant can report ticket status per account, so "what is the status of their bug report" gets a current answer.

Limitations

Jira Cloud only. Jira Server and Data Center are not supported.
One Jira site per workspace. The site cannot be changed after connecting, though you can re-authorize the same site at any time.
The sync is read-only. Cust does not create, update, or comment on Jira issues.