Managing customer requests, development tasks and internal operations just became much easier.

Tekmatix now includes a native Jira integration inside the Workflow Builder, allowing your automations to respond to activity in Jira and send information back into Jira without relying on manual updates or disconnected systems.

You can now trigger Tekmatix workflows when Jira issues are created or updated, then use workflow actions to create issues, update records, add comments, upload attachments, log work, manage watchers, link related issues and move work into a sprint.

This creates a much smoother connection between your customer-facing systems and the tools your technical, product or support teams already use every day.

What Is Included in the Jira Integration?

The Jira integration includes two workflow triggers and eleven workflow actions.

These tools support a wide range of issue-management and project-management workflows, from notifying customers when a technical issue has been resolved to automatically creating Jira issues when someone submits a support request.

The integration uses OAuth authentication for a secure connection to your Atlassian account.

When connecting Jira, you can also add a recognisable name and email address to help your team identify which Jira account has been connected.

Each Jira trigger and action includes a Cloud Site selector. This is particularly helpful when one Atlassian account has access to multiple Jira Cloud sites, because you can choose exactly which site each workflow step should use.

Jira Workflow Triggers

Jira triggers allow activity inside Jira to start a Tekmatix workflow.

The available triggers are:

New Issue

This trigger starts a workflow when a new issue is created in Jira.

For example, you could notify a support manager, update a contact record, create an internal task or send a confirmation message when a new Jira issue is logged.

Updated Issue

This trigger starts a workflow when an existing Jira issue is updated.

You could use this to respond to changes in:

• Issue status

• Assignee

• Priority

• Description

• Resolution

• Sprint

• Other issue fields

This makes it possible to automatically communicate important updates to customers, internal team members or other systems connected to Tekmatix.

Jira Workflow Actions

Jira actions allow a Tekmatix workflow to create, update or manage information inside Jira.

Discovery Actions

Discovery actions help your workflow locate the correct Jira record before another action is performed.

Find Users

Search for a Jira user so they can be assigned to an issue, added as a watcher or referenced in another workflow step.

Find Projects

Find a Jira project and retrieve the correct project information for later workflow actions.

Find Issues

Search for existing Jira issues using information collected earlier in the workflow.

This can be particularly useful when checking whether a similar issue already exists or when matching an incoming support request to an existing Jira record.

Issue Creation and Update Actions

Create Issue

Create a new Jira issue automatically from a Tekmatix workflow.

You could create an issue when:

• A support form is submitted

• A customer reports a bug

• A team member submits an internal request

• A sales opportunity requires technical input

• A customer onboarding task needs development support

The Create Issue action requires you to select the relevant Jira Cloud Site.

Update Issue

Update an existing Jira issue with new information collected through a workflow.

For example, you could update the priority, description, assignee, status or other issue details when new information becomes available.

Issue Enrichment Actions

Add Comment to Issue

Add a comment to an existing Jira issue.

This is useful when you want to automatically provide additional context, customer information, troubleshooting details or links to related records.

Add Watcher to Issue

Add a Jira user as a watcher so they receive updates about the issue.

Add Attachment to Issue

Upload a file to a Jira issue from a Tekmatix workflow.

This could include:

• Screenshots

• Customer documents

• Error reports

• Supporting files

• Technical specifications

Add Work Log to Issue

Log time or work completed against a Jira issue.

This can help technical and service teams keep more accurate records without needing to manually enter every update.

Issue Relationship Actions

Link Issue

Create a relationship between two Jira issues.

For example, one issue may:

• Relate to another issue

• Duplicate another issue

• Block another issue

• Be blocked by another issue

Linking related issues helps teams reduce duplication and understand how different requests or problems are connected.

Move Issue to Sprint

Move a Jira issue into a selected sprint.

This is useful when workflow conditions determine that an issue is ready to be scheduled, prioritised or assigned to an upcoming development cycle.

How to Connect Jira to Tekmatix

You only need to connect Jira once before using the integration across your Tekmatix workflows.

Step 1: Add a Jira Trigger or Action

Open Tekmatix and go to:

Automation → Workflows

Open an existing workflow or create a new one.

Add a trigger or action, then search for Jira inside the Apps section.

Select the Jira trigger or action you would like to use.

Step 2: Connect Your Jira Account

Inside the Jira configuration panel, click Connect your account.

The External Authentication Configuration window will open.

Enter a recognisable name for the connection, such as:

• Engineering Jira

• Support Jira

• Product Team Jira

• Internal Projects Jira

Then enter the email address associated with the Jira account and click Continue.

Step 3: Approve the Connection

You will be redirected to the Atlassian authorisation screen.

Review and approve the requested Jira permissions.

Once approved, you will be returned to the Tekmatix Workflow Builder and the integration will show as connected.

Step 4: Select the Correct Cloud Site

Choose the Jira Cloud Site that the workflow should read from or write to.

This is required when using the Create Issue action and is available as a filter for Jira triggers.

Selecting the correct Cloud Site is important when your Atlassian account has access to more than one Jira environment.

Jira Automation Use Cases

The Jira integration can support customer service, software development, product management and internal operations.

Here are two practical examples.

Use Case 1: Notify a Customer When an Issue Is Resolved

Goal

Automatically notify a customer when a Jira issue has been completed.

Workflow Setup

Trigger: Updated Issue

Filter: Issue status equals Done

Action: Find the related contact in Tekmatix

Action: Send a resolution email or message

Example

A customer reports a technical problem and the support team creates a Jira issue.

An engineer investigates the problem and updates the issue status to Done.

Within approximately five minutes, the Tekmatix workflow detects the update, matches the Jira issue to the customer who originally reported it and sends a resolution message containing the fix summary.

This closes the communication loop without requiring the engineer or support team to manually send another message.

The technical team can continue working inside Jira while Tekmatix manages the customer communication.

Use Case 2: Link Related or Duplicate Issues

Goal

Identify and connect Jira issues that relate to the same external request, support ticket or feature idea.

Workflow Setup

Trigger: New Issue

Action: Find Issues using a shared reference

Action: Link Issue

Relationship type: Relates to or Duplicates

Example

A new Jira issue is created with an external support ticket number or feature request reference.

The Tekmatix workflow searches Jira for other issues containing the same reference.

When a matching issue is found, the workflow automatically links the new issue to the existing record.

This helps your team:

• Reduce duplicate investigation

• Keep related issues connected

• Improve visibility across teams

• Find the full history of a problem more easily

• Maintain cleaner Jira project records

Use Case 3: Create a Jira Issue From a Support Form

Goal

Turn incoming customer support requests into Jira issues automatically.

Workflow Setup

Trigger: Tekmatix form submitted

Action: Find Project

Action: Create Issue

Action: Add Attachment to Issue, where required

Action: Add Watcher to Issue

Example

A customer submits a bug report through a Tekmatix form.

The form collects:

• Customer name

• Email address

• Product or service affected

• Description of the problem

• Priority

• Screenshots or attachments

The workflow finds the correct Jira project and creates a new issue using the submitted information.

It can then upload the customer’s screenshots, add the appropriate support or engineering manager as a watcher and store the Jira issue reference against the customer’s Tekmatix contact record.

This gives both teams a connected process without requiring someone to manually copy information between platforms.

Use Case 4: Move Approved Work Into a Sprint

Goal

Automatically move Jira issues into a sprint when they have been approved or prioritised.

Workflow Setup

Trigger: An approval, pipeline update or internal workflow event

Action: Find Issue

Action: Update Issue

Action: Move Issue to Sprint

Example

A feature request moves into an Approved stage inside a Tekmatix pipeline.

The workflow finds the related Jira issue, updates its priority and moves it into the next planned sprint.

This allows sales, customer success, product and development teams to stay aligned without relying on manual handovers.

Important Testing Information

Always test Jira triggers and actions before publishing your workflow.

When testing a trigger, make sure a matching issue exists in the selected Jira Cloud Site.

When testing an action, remember that the workflow may create or update real Jira records.

Use clearly labelled test records, such as:

TEST ISSUE – DELETE AFTER TESTING

After testing:

• Confirm the issue appears in the correct Jira project

• Check that mapped fields contain the correct information

• Verify that comments, watchers, files or work logs were added successfully

• Remove any unnecessary test records

• Run a full workflow test before publishing

Connect Jira With Your Customer-Facing Automations

The new Jira integration helps connect the work happening behind the scenes with the customer experience being managed inside Tekmatix.

Your development and technical teams can continue using Jira as their main workspace, while Tekmatix handles the surrounding automation, communication and customer record updates.

This means fewer manual handovers, cleaner information, faster customer communication and a more connected workflow across your business.

Open Automation → Workflows inside Tekmatix and search for Jira in the Apps section to begin building your first Jira automation.