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Possibility to integrate Tawk.to in Jira systems

Nirose I'm New Here Dec 29, 2021

Hello, 

My company has recently implemented TAWK.TO live chat to communicate with external clients through our web. Tawk.to has also internal ticketing system which our management wants or interested to be forwarded or automatically transferred to our JIRA service environment. This is crucial as our teams can work in issues/tickets in JIRA only which has been reported through live chat options. What are the available option or possible way to automate the transfer of tickets from Tawk.to into Jira Ticketing System? 

We already tried email forwarding from tawk to jira and also webhooks (we do not have indepth knowlodge about webhooks).

We prefer to have direct automation instead of third party software like Zapier which has restriction on several points which we require essentially.

Looking forward your expertise and knowledge.Thanks.

2 answers

1 vote
Rodney Nissen Community Leader Dec 29, 2021

Hi @Nirose , welcome to the community!

Unfortunately, the only way I know to get this working is to have some sort of middleware that takes in requests from Tawk.to and converts them into API calls that Jira can understand.  I agree to not use Zapier - they are the worst for middleware, but the only other option I can think of is some sort of custom development. 

Thankfully, the API calls are not too complicated, and you can find their details here:
https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/

Good luck!

Nirose I'm New Here Dec 30, 2021

Thank you for your response @Rodney Nissen ..I will ask our team if they have idea about custom API formation. We were amazed that eventhough livechat option like Tawk.to is widely used, there is still no option to integrate jira and live chats easily.

0 votes
Simmo Atlassian Team Jan 03, 2022

Hi @Nirose ,

You might try forwarding the Tawk.to data to Jira Automation and then using our smart values to extract the data that you need and then create issues with our Create Issue action.

I suggest that you look at opening a support case for this as it will be tricky to provide help on this via community.

Cheers,

Simeon.

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