How to Create a Jira Issue from a Ticket in BoldDesk Mobile
In the BoldDesk Mobile App, agents can create a Jira Software issue directly from a support ticket. The issue is automatically linked and shown as a card in the ticket’s JIRA Software panel—keeping support and engineering in sync.
Applies to: Android and iOS
Prerequisites
- You’re signed in to the BoldDesk Mobile App with an agent account.
- The Jira Software app is installed and authorized for your helpdesk (configured by an admin in the web application).
- If you don’t see Apps or JIRA Software inside a ticket, contact your admin.
- Your Jira account has permission to create issues in the target project.
Create a Jira Issue from a Ticket
- Open the ticket in the BoldDesk Mobile App.
- Tap More options (⋮) in the ticket header → tap Apps.
- On the Apps screen, select JIRA Software.
- If the ticket has no linked issue, you’ll see No task here. with Link Issue and Create issue actions at the bottom.
- Tap Create issue.
- In the JIRA Software – Create issue screen, complete the fields in order:
- Jira project (required) → select the destination project.
- After selecting the project, the Issue Type field appears.
- Issue Type (required) → pick the appropriate type (e.g., Task, Epic, Subtask).
- Based on your Jira configuration, additional fields appear.
- Priority (optional) → choose a priority if your project uses it.
- Assignee (optional) → search by Jira username and select.
- Reporter (required) → search by Jira username and select.
- Summary (required) → prefilled with the ticket subject; you can edit it.
- Description (optional) → prefilled with ticket context; you can edit it.
- Attachments (optional) → choose Selected Attachments to send files that are already attached to the BoldDesk ticket.
- Files from external storage (Google Drive, OneDrive, Dropbox, etc.) are not listed here.
- Tap Create.
- The Create button is enabled only after all required fields are filled (Jira project, Issue Type, Reporter, Summary).
- To cancel, tap Discard.
View the Linked Issue
- The card displays key details such as Issue Key (with external link), Assignee, Created, Reporter, Time Spent, and Work Ratio.
- Tap the card header to expand or collapse details.
- Use + Add Attachments on the card to push additional files already attached to the ticket into the linked Jira issue.
- On mobile, a single ticket can have only one linked Jira issue at a time. To associate a different issue, unlink the current one, then Create or Link another.
- One Jira issue can be linked to multiple BoldDesk tickets.
- Unlinking removes only the association in BoldDesk; it does not delete or modify the issue in Jira.
- The Create issue form reflects your Jira project and issue type configuration, including any required custom fields.
FAQs
-
Where do I find Jira options in a ticket on mobile?
Open the ticket → More options (⋮) → Apps → JIRA Software. -
Why is the “Create” button disabled?
Make sure the required fields are set: Jira project, Issue Type, Reporter, and Summary. If your Jira project enforces additional required fields, complete those as well. -
I can’t find a user in Assignee/Reporter. What should I do?
Search by the user’s Jira display name. If they don’t appear, confirm the user exists in Jira and has access to the project. -
Can I attach files from my phone’s storage during creation?
No. You can attach only files already attached to the BoldDesk ticket. Add files to the ticket first, then select them in Attachments. -
Can I edit the issue after creating it from mobile?
Field edits are performed in Jira. From BoldDesk mobile, you can view the issue card, open the issue via the Issue Key, add ticket attachments, or unlink the association. -
Can one ticket have multiple Jira issues linked?
No. The mobile app supports one linked Jira issue per ticket. Unlink the current issue to associate a different one.
