Jira integration

Last updated: July 29, 2026

Superadmin

Overview

The Jira integration lets Kin push escalated (delegated) support requests into a customer's Jira as issues, and keeps (some information) in sync via webhooks. It's built around per-category routing: each Kinfolk request category can route to its own Jira site, project, and issue type, with its own status mapping — so, for example, "IT hardware" requests in Kinfolk can go to one project and "Access requests" to another.

Prerequisites to integrate with Jira 

  1. A Jira Cloud site

  2. A Jira admin to authorise.

This is where the dedicated integration user recommendation goes (see below).

How to integrate

  1. Create a user in Atlassian Administration
    - Display name: Kinfolk
    - Email: e.g. kinfolk-jira@yourcompany.com
    - Avatar: Use the Kinfolk logo

OAuth always acts as the Atlassian user who clicks Accept. Connect a dedicated user named Kinfolk so Jira comments appear as Kinfolk, not as a personal admin

  1. Grant access
    - On each project Kinfolk will use: Service Desk Team (or equivalent create-issue + comment role)

  2. Connect in Kinfolk
    - Log into Atlassian as the Kinfolk user in that browser
    - Kinfolk Settings > Integrations
    - Accept on the Atlassian consent screen as Kinfolk

  • Finish setup and verify
    Post a Slack message on a delegated request in JSM; the comment author should be Kinfolk.

A few callouts

  • Security: Kin stores only an encrypted, rotating refresh token; access tokens are short-lived (~1 hour). No standing password is stored.

  • If the connection drops: an admin will see a "Reconnect Jira" banner and sync pauses until they reconnect — this is the only customer-visible symptom of the token mechanics, so it's worth one line.