How to link a ticket to a Jira issue
Last updated October 14, 2026
Overview
Linking a ticket to a Jira issue connects a customer's conversation in Atlas with the work your engineering team tracks in Jira. You can link an issue that already exists, or create a new issue right from the ticket.
When a linked issue is marked as complete or canceled in Jira, the agent assigned to the ticket is notified. If the ticket was closed or snoozed, it's re-opened, so the customer gets a follow-up.
How to link a ticket to a Jira issue
Link an existing Jira issue
- In the "Inbox", open the ticket.
- In the ticket's side panel, click "Link issue".
- Search your Jira issues and check the one you want to link. It moves under "Linked".
- The message "Linked Jira issue [issue key] to ticket #[number]" confirms the link.
The linked issue appears in the conversation with its project, assignee and status. It also shows in the ticket's row in the inbox; click it to open the issue in Jira.
Create a new Jira issue from a ticket
- Open the ticket and click "Link issue".
- Click "Create New...".
- Fill in the issue fields:
| Field | What to enter |
| Issue Type | The type of issue, in Jira such as Task or Bug. |
| Summary | The issue's title in Jira. |
| Reporter | The Jira user shown as the reporter. |
| Assignee | The Jira user who will work on the issue. |
| Team | The Jira team that owns the issue. Type to search. |
| Start date and Due date | When work should start and when the issue should be resolved. |
| Flagged | Select "Impediment" if the issue is blocking other work. |
| Description | Filled in with the customer's message. Edit it if needed. |
| Labels | Labels to group related issues. Type to search. |
| Parent | The Epic or parent issue this work belongs to. Type to search. |
| Priority | The issue's priority. It's set to "Lowest" by default. |
- Click "Create issue". The message "Linked Jira issue [issue key] to ticket #[number]" confirms that the issue was created in Jira and linked to the ticket.
FAQs & Troubleshooting
Can I open the linked issue in Jira?
Yes. Click the issue in the conversation or in the ticket's row in the inbox. It opens in Jira.
Why wasn't my ticket re-opened when the Jira issue was completed?
Only closed or snoozed tickets are re-opened. Also check that the ticket is linked to the issue and that the issue was marked as complete or canceled in Jira.