Resolve for Jira
When a ticket is actually a bug, the worst outcome is an AI that confirms a fix that does not exist. Reva does not do that, it escalates. The Jira integration exists so that escalation becomes a real, linked engineering issue, and the customer hears back when it moves.
What the Jira integration does
- Creates a linked Jira issue from a bug or outage escalation, with the customer context attached.
- Syncs status back. When engineering updates the Jira issue, the linked ticket and the customer can be updated.
- Keeps engineering in Jira and support in Resolve, no one has to leave their tool.
What Reva does with your Jira data
- Recognizes a bug-class ticket and escalates rather than guessing a fix.
- Opens the Jira issue with the reproduction details and affected customer, and links it to the ticket.
- Watches for status changes so customers waiting on a fix get an accurate, grounded update, not a made-up ETA.
One design principle runs through every integration: ground or refuse. Reva only acts on data it actually retrieved, business math is computed in code rather than written by the model, and anything risky, moving money, changing an account, an angry customer, routes to a human decision card instead of an autonomous action.
Setup, in plain language
- Go to Settings, then Integrations, and connect Jira with one sign-in.
- Choose the project and issue type for escalations.
- Decide when to notify the customer on status changes.
A real use case
Three customers report the same broken export. Reva recognizes the bug pattern, escalates instead of inventing a workaround, and opens one linked Jira issue with all three reports attached. When engineering marks it resolved, Reva drafts a "this is fixed now" reply to each customer for a quick human approve. The loop closes without anyone re-typing the bug into Jira.
Frequently asked
Does Reva try to fix bugs itself?
No. A bug-class ticket is escalated by design, never confirmed as fixed. The Jira integration turns that escalation into a tracked engineering issue.
Will customers get status updates?
Yes, if you choose. When the Jira issue changes status, Reva can draft a grounded update for the waiting customers, based on the real issue state, not a guessed ETA.
Do support agents need Jira access?
No. Support works in Resolve, engineering works in Jira, and the link keeps them in sync. That is the point for teams leaving Jira Service Management.