Jira and Tray

Jira is the system of record for incidents, changes, and delivery work. With Tray, every Jira update can trigger governed actions across your stack—approvals in IDP, access changes in ITSM, deployments in CI/CD, or customer updates in CRM. Results write back to Jira automatically, so records stay accurate and teams stay aligned without context switching.

With Tray, you can
Build agents
 that can take action, build powerful Jira
Automations
, and set up
Integrations
.

Build

Build agents with Tray and Jira

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

Automation

Automations with Tray and Jira

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.

Log a comment on a Jira ticket

Uses information gathered by the agent to add more context to issues in Jira via comments.


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 Tray and Jira

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

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; post outcomes back to the issue and team

Acts on 700+ connectors and any REST API; one agent can coordinate IDP, ITSM, CI/CD, CRM in a single flow

Cross-system guardrails, RBAC, approvals, and full execution logs across all downstream tools

Deploy in Slack (and other fronts like web/email) while keeping Jira as the system of record

Atlassian Virtual Agent (for Jira)

Can hand off to JSM workflows and automation rules, including outgoing web requests

Uses intent flows and AI answers; resolves common requests or gathers info, then routes to agents when needed

Uses Atlassian Intelligence managed within the Atlassian platform

Available on Slack, Teams, the JSM portal, and the help center

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.