In the BoldDesk Mobile App, agents can link a support ticket to an existing Jira Software issue using the issue key (for example, ABC-123). Once linked, the issue appears as a card in the ticket’s JIRA Software panel so your support and engineering teams can work in sync.

Prerequisites

• You’re signed in to the BoldDesk Mobile App with an agent account.
• The Jira Software app is installed and authorized in your helpdesk (configured by an admin).
  • If you don’t see Apps or JIRA Software in a ticket, contact your admin.
• You have permission in Jira to view the target issue.

Link an Existing Jira Issue

1. Open the ticket in the BoldDesk Mobile App.

2. Tap More options (⋮) in the ticket header → Apps.

3. On the Apps screen, tap JIRA Software.

   • If no issue is linked yet, the panel shows No task here. with Link Issue and Create issue actions at the bottom.

4. Tap Link Issue.

5. In Link Issue, type the full Jira issue key (e.g., ECS-307) and tap the search icon.

   • If the key is valid and you have access, matching results appear.

6. Tap the issue in the results list to link it to the ticket.

   • You’ll return to the JIRA Software panel with the issue card displayed.
   
   
   

View and Work with the Linked Issue

• The issue card displays key fields such as Issue Key (with an external link), Assignee, Created, Reporter, Time Spent, and Work Ratio.
• Tap the card header to expand or collapse details.
• Tap + Add Attachments to send files that are already attached to the ticket to the linked Jira issue.

Unlink the Jira Issue (Optional)

• Open the ticket → More options (⋮) → Apps → JIRA Software.

• On the issue card, tap Unlink (top-right).

• Confirm by tapping Unlink in the dialog.

  
  
  

FAQs

1. What format should I use when searching for an issue?
   Enter the full Jira issue key (e.g., PROJ-101). Searching by summary or partial key is not supported in the mobile link screen.

2. Why do I see “No records found” when I search?
   Common reasons:

• The issue key is incorrect or misspelled.
• Your Jira account doesn’t have permission to view that issue/project.
• The Jira Software app isn’t authorized in your BoldDesk helpdesk.

3. Can I link more than one Jira issue to a single ticket on mobile?
   No. Each ticket can have one linked Jira issue at a time. Unlink the current one to link another.

4. Can the same Jira issue be linked to multiple BoldDesk tickets?
   Yes. A single Jira issue can be associated with multiple tickets.

5. Why don’t I see my cloud files when adding attachments to the Jira issue?
   The Add Attachments action shows files already attached to the BoldDesk ticket. Files from Google Drive, OneDrive, Dropbox, and other external storage locations don’t appear in this list.

Related Articles

• Linking Jira Issue with BoldDesk Ticket
• Create Jira Issue with BoldDesk Ticket