Escalate issues to external support desks

When a new ticket is created in JivoChat, automatically mirror the issue as a new ticket in Jira Service Management for specialized tier-two investigation.

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

JivoChat Explore JivoChat →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in JivoChat.

Ticket status changed

Fires when a ticket's status changes in JivoChat.

Ticket assigned

Fires when a ticket in JivoChat is assigned to an agent.

SLA breached

Fires when a ticket in JivoChat breaches its response SLA.

Actions

Create ticket

Creates a new ticket in JivoChat.

Update ticket status

Updates a ticket's status in JivoChat.

Assign ticket

Assigns a ticket in JivoChat to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in JivoChat.

Jira Service Management Explore Jira Service Management →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in Jira Service Management.

Ticket status changed

Fires when a ticket's status changes in Jira Service Management.

Ticket assigned

Fires when a ticket in Jira Service Management is assigned to an agent.

SLA breached

Fires when a ticket in Jira Service Management breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Jira Service Management.

Update ticket status

Updates a ticket's status in Jira Service Management.

Assign ticket

Assigns a ticket in Jira Service Management to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in Jira Service Management.

Sync status changes across help desks When a ticket status changes in Jira Service Management, automatically update the matching ticket status in JivoChat to keep customer success agents informed. See details

Forward critical SLA breaches to secondary queues When an SLA is breached in JivoChat, automatically create an urgent ticket in Jira Service Management and assign it to senior technical staff. See details

See all JivoChat + Jira Service Management integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Escalate issues to external support desks” between JivoChat and Jira Service Management?

Yes — describe it in the box above and Knit's Integrations Agent researches JivoChat and Jira Service Management's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

Why sync tickets across two separate ticketing platforms?

It allows customer support, engineering, and external vendor teams to collaborate in their preferred ticketing platforms without manual status updates or missed context.

Do comments and status changes mirror bidirectionally?

Yes, status updates or newly assigned tickets in one platform can immediately update the corresponding issue in the second platform.