Log a comment on a Jira ticket
Uses information gathered by the agent to add more context to issues in Jira via comments.
Solutions by app
Jira: Orchestrate work from backlog to delivery, across your stack
With Tray, Jira becomes the governed control plane for enterprise workflows and agents. Issue events and forms trigger secure actions across IDP, ITSM, CI/CD, and CRM, with results written back to Jira to keep teams in sync.
With Tray, you build 
Automations 
Integrations and 
Agents that connect Jira across your business systems and teams.
AutomationsIntegrationsAgents
Use cases
Jira + Tray
Jira is where issues, epics, and projects are tracked from backlog to release. But the work tied to those records often depends on actions in other systems.
Tray extends Jira across your stack, connecting it to identity, CI/CD, ITSM, CRM, collaboration, and any other system you rely on. Changes to issues, fields, or transitions can trigger orchestrated workflows, governed automations, and agents that take action across tools, while keeping Jira as the system of record.
See how different teams use Tray to take action from Jira.
What you can do with Tray
Product and engineering
Product and engineering
If you work in product and engineering, these are common ways teams use Tray with Jira to automate delivery workflows and reduce manual updates.
- Create issues from external signals: Open Jira issues automatically from monitoring alerts, support tickets, or form submissions
- Sync roadmap changes to Jira: Create or update epics and issues when roadmap items change
- Aggregate feedback into backlog: Turn customer or support input into structured Jira issues automatically
IT
IT
If you work in IT or service management, these are common ways teams use Tray with Jira to coordinate incidents and change workflows.
- Sync incidents between systems: Create or update linked incidents in monitoring or ITSM platforms while keeping Jira aligned
- Enforce change approvals: Require structured approvals before high-risk issues transition to deployment
- Route tickets by priority or project: Automatically assign issues based on severity, component, or custom fields
Security
Security
If you work in security or compliance, these are common ways teams use Tray with Jira to track remediation and maintain audit visibility.
- Create remediation issues from alerts: Open Jira issues automatically when security alerts are triggered
- Enforce approval gates on sensitive changes: Require review before issues affecting critical systems move forward
- Log workflow transitions for audit: Maintain visibility into who approved and transitioned high-risk issues
Customer support
Customer support
If you work in customer support, these are common ways teams use Tray with Jira to escalate customer issues quickly and keep status aligned across systems.
- Create linked issues from support tickets: Open Jira issues automatically from Zendesk or CRM cases with full customer context
- Sync issue status back to customers: Update external ticketing systems when Jira issues transition or are resolved
- Alert teams to customer-impacting bugs: Notify support channels when high-priority issues are created or escalated
Business systems
Business systems
If you build and scale systems for the business, these are common ways teams use Tray with Jira to standardize cross-team workflows.
- Connect Jira to the stack: Sync issues, epics, and custom fields with CRM, ITSM, finance, and collaboration tools
- Standardize automation logic across projects: Reuse routing, enrichment, and approval rules across teams
- Expose Jira workflows as agent tools: Allow governed agents to create or transition issues safely
Operations
Operations
If you work in operations, these are common ways teams use Tray with Jira to coordinate cross-functional execution.
- Automate task creation from updates: Create operational tasks in other systems when Jira issues change status
- Sync project milestones to dashboards: Keep reporting tools aligned with issue progress
- Notify stakeholders of blockers: Trigger alerts when issues are marked as blocked or delayed
Automations
Automations with Jira and Tray
Use issue events and forms to route work, capture approvals, and keep systems in sync. Automations post updates back to the record and the right team with a clear audit trail.
Explore Jira-ready templates from Tray’s library
Tap into Tray’s Template Library to deploy proven workflows to your Tray account and run them with Jira for issues, approvals, and updates.
Index unstructured knowledge from Jira
Extract data from their Jira tickets and turn them into Knowledge articles for a support use-case.
Integrations
Integrations with Jira and Tray
Every issue should move the rest of your stack. When an issue is created, updated, or transitioned, Tray calls the right APIs in IDP, ITSM, CI/CD, and CRM, then writes results to the record and posts status to the team. These connections power event-driven automations and the tools your agents use to take action.
Jira integration capabilities
Integrate Jira with 700+ applications plus any system with an API using our HTTP connector. These domains mirror Jira’s REST API and how teams actually work with Jira.
Create/update issues correctly with custom fields and links
- Create and update: Set fields, labels, components, assignees, due dates
- Fields: Manage custom fields with valid values and schemas
- Links and relations: Link issues, epics, and parent-child relations
- Bulk jobs: Bulk operations and pagination for high-volume jobs
Agents
Build agents with Jira and Tray
Make Jira the knowledge and action surface for your agents. Jira events provide live context; Tray turns them into governed triggers. With Merlin Agent Builder, agents act across systems, stay within approved project scope, and write outcomes back to Jira issues with full traceability.
Give agents the Jira context they need to answer accurately
- Project scope: Index selected projects, issues, and fields you authorize
- Linked knowledge: Pull in related docs from your knowledge sources
- Freshness: Schedule re-ingestion and set retention windows
- Scoping: Limit by project, issue types, and field visibility
Tray vs. Atlassian Virtual Agent (for Jira)
Atlassian Virtual Agent is Jira’s native agent option. If most of your processes and data live in Jira, Atlassian Virtual Agent may fit. If you need a Jira agent that operates across the rest of your stack, Tray is the better choice.
Merlin Agent Builder
Runs agents that act in Jira and across your stack, posting outcomes back to the issue and team
Acts through 700+ connectors and any REST API so one agent can coordinate IdP, ITSM, CI/CD, and CRM in a single flow
Enforces cross-system guardrails, RBAC, approvals, and full execution logs across all downstream tools
Deploys in Slack, Teams, web, or email while keeping Jira as the system of record
Atlassian Virtual Agent (for Jira)
Handles handoffs to Jira Service Management workflows and automation rules, including outgoing web requests
Uses intent flows and AI-driven answers to resolve common requests or gather information before routing to agents
Runs on Atlassian Intelligence models managed within the Atlassian platform
Operates in Slack, Teams, the JSM portal, and the help center
Frequently Asked Questions
Find answers to common questions about our products and services.
How do Jira events trigger flows in Tray?
Configure Jira webhooks to start flows on issue created, updated, transitioned, or other events. Tray receives the event, applies your logic, and writes outcomes back to the issue.
How do you handle custom fields, required fields, and transitions?
Tray reads field schemas and permitted values so forms and automations stay valid. For transitions, define required fields per state and validate inputs before calling the transition.
How do we prevent changes in the wrong projects or issues?
Use scoped connections that run under a service account with the right permissions. Limit tools by project and issue type. Add approvals for sensitive steps and review full execution logs.
Can Tray connect to Jira behind a firewall?
Yes. You can deploy the Tray On-Prem Agent for secure, outbound-only connections, allowlist Tray’s static IPs if Jira is internet-reachable, or use private networking options like VPN, VPC Peering, or AWS PrivateLink for fully private connectivity.
How do we start small and scale without risk?
Begin with one project and one outcome, such as incident routing or change approvals. Add forms and approvals, then expand tools across projects. Everything you build becomes reusable for additional automations and agents.
FAQs
Tray reads field schemas and permitted values so forms and automations stay valid. For transitions, define required fields per state and validate inputs before calling the transition.
What comes standard with Tray
Whether your systems, data, or models run in the cloud or on-premises, Tray connects them in one secure platform. Every connection, workflow, and agent operates under IT governance with encryption, audit logging, and access controls built in. Security teams can trust that all integrations comply with enterprise network and authentication policies.
Universal connectivity
- Prebuilt connectors: 700+ connectors plus a universal HTTP connector for any REST API
- Custom connectors: Build custom connectors that behave like native ones
- Connect anywhere: Cloud or on-prem systems supported
On-premises connectivity
- Connect securely: Access on-premises systems, whether first-party or third-party
- Meet network requirements: Connect through approved configurations that align with enterprise security policies
- Enterprise protocols: Support multiple on-premises security standards for safe integration
Authentication management
- Secure credentials: Collect and store authentications with full encryption
- Encrypted data: Protect all data at rest and in transit
- Role-based control: Partition credentials by workspace and access level
Security and governance
- Certified compliance: SOC 2 Type II, GDPR, CCPA, HIPAA
- End-to-end protection: Encryption, detailed audit logs, scoped connections, and OAuth scopes