TL;DR - New: “Create support ticket” directly from any Discord message. The app uses AI to classify request type, pre-fill fields, and attribute the ticket correctly so you go from chat to triaged ticket in seconds. Try it now →
What changed
This was one of the most‑requested features. The goal was simple: make ticketing a message feel native to Discord and remove the “copy → paste → fix formatting → add context” dance.
- Right‑click any message → “Create support ticket”
- A preview pops up with a suggested request type, summary, description, and key fields
- Choose “Create Ticket” to ship it, or “Review & Edit” if you want to tweak first
- The ticket thread shows who wrote the original message and who created the ticket, with a link back to the source
A quick look at the flow
- Find the message that should be a ticket.
- Right‑click → “Create support ticket”.
- Check the suggestions. If it looks good, click “Create Ticket”. If not, “Review & Edit” and adjust.
Tip: Starting with your own messages works out of the box. Creating from someone else’s message requires a connected Jira account and Service Desk Agent permissions in the target project.
Good defaults, not guesswork
The app classifies a request type from the ones you actually use, pulls a summary and description from the message, and proposes fields (like Priority or Components) based on your ticket type configuration. You’ll also see a small confidence indicator - a nudge to hit “Create” when it’s certain and “Review & Edit” when it’s not.
Who gets credit (and why it matters)
- Reporter: the original message author
- Creator: the person who initiated ticket creation
- Thread context: “Original message by …” and “Ticket created by …”, plus a link back to the message
That means the right person is visible in Jira, while the person doing the triage gets credit for the action. Both are added to the ticket thread so follow‑ups stay in one place.
Permissions that make sense
- Create from your own messages: anyone can do it
- Create from others’ messages: connect your Jira account and have Service Desk Agent permissions in the target project
- We only show request types from projects where you’re allowed to act, so you don’t hit a wall after filling a form
Why teams asked for this
Because requests live in chat. Turning them into tickets should be fast, not a chore. With two clicks you keep context, keep threads tidy, and avoid “did anyone file this?” moments.
Availability
Rolling out now to all Discord for Jira Cloud customers. If your server has at least one Service Desk request type configured, you’re good to go.