The Ringover integration with Jira speeds up issue resolution by automatically converting phone calls and SMS messages into fully documented Jira tickets, complete with call recordings, transcriptions, and AI summaries. In this guide, you’ll learn how to create your Atlassian API token, connect Jira to Ringover, configure ticket creation automation rules, and map your team members.

Prerequisites

An active Ringover Business account or higher.
Administrative permissions on your Ringover Dashboard.
An administrator account in Jira Cloud.
Identical email addresses across both Ringover and Jira user profiles.

Connect and configure Jira integration

1. Generate an API token in Jira Cloud

Create a dedicated API token within your Atlassian security settings to authorize Ringover access.

Go to your Atlassian security management page at id.atlassian.com/manage-profile/security.
Under the API token section, click Create and manage API tokens.
Click Create API token.
Give your token a recognizable label (e.g., Ringover integration).
Click Create and copy the token to your clipboard.

2. Enable Jira in Ringover

Authorize the connection between Ringover and your Jira instance using your credentials.

Log in to your Ringover Dashboard.
Go to Store > Integrations.
Search for Jira and click on it.
Enter your Jira instance URL.
Enter your Jira admin email address.
Paste the API token generated in Atlassian into the API key field.
Click Enable.

3. Configure automatic ticket creation rules

Define how phone calls, SMS interactions, and IVR routing triggers convert into Jira issues.

Call types: Manage and filter categories for inbound, outbound, or missed calls.
Include recordings in call logs: Select which audio recordings (e.g., "All files") are attached to call logs.
Restrict access to recordings: Toggle switch to limit user access permissions for audio recordings.
Phone numbers: View and manage connected phone lines or select specific numbers.
SMS messaging numbers: Select and manage phone numbers designated for SMS messaging via "Select numbers".
Create a ticket: Manage ticket and issue creation rules via "Manage issues".

Configure this to specify whether tickets generate from general calls or specific IVR phone trees and queue scenarios.
Navigate to the Manage tickets section within the Jira configuration panel.
Select the IVR that should trigger ticket creation, or leave it blank to log standard direct calls.
Optionally enter specific Scenario IDs separated by commas to restrict ticket triggers to designated IVR queues.

Link users with an account: Map Jira Service Desk users or agents to their corresponding system account via "Manage users".
Assign missed IVR calls to: Designate a specific user or team member (e.g., "Add user") to assign unhandled IVR calls.
Log internal calls: Toggle switch to automatically log internal team calls within Jira Service Desk.

Include Empower summaries and transcripts in call logs: Toggle switch to attach AI transcripts and call summaries to call logs.
Log Empower meeting summaries: Toggle switch to automatically save Empower meeting summaries to activity logs.
Include scenario name in call logs (for incoming IVR calls): Toggle switch to append the specific IVR scenario name to incoming call logs.
Logs display language: Select the language used to display call log information (e.g., "fr").
IVR callback ticket tag: Specify the default tag applied to callback tickets created from IVR calls (e.g., callback_ringover).

Map Jira project fields and issue types

Set these parameters so Ringover pushes new tickets into the exact project, issue type, and label structure required by your team.

Enter your exact Jira project name (use the project name shown in brackets in Jira, not the descriptive label).

Enter your Jira ticket type ID (found in Jira under Project settings > Issue types by checking the numeric value after id= in your browser address bar).

Optionally enter existing Jira labels separated by commas.
Click Confirm to save your ticket automation rules.

🎉 You now know how to connect and configure the Jira integration and can manage all your customer support calls, tickets, and callback requests seamlessly!