Integrations: Jira, Trello and Slack

What you get

• Jira and Trello — turn any ticket into a Jira issue or a Trello card, with the ticket number, subject, first message and a link back to EspressoDesk.
• Slack — get a Slack message when new or urgent tickets arrive.

Plans

• Slack notifications: included in Pro and Scale.
• Jira + Trello: Dev Tools add-on ($19 / month) from the Pro plan, included in Scale.

Where to configure

Dashboard → Settings → Integrations. Only the workspace owner, an admin, or an agent with the "Settings: SLA, automations & fields" permission can connect or disconnect.

Jira — step by step

1. Domain — log in to Jira and look at the address bar: https://yourteam.atlassian.net/jira/.... Copy only yourteam.atlassian.net (no https://, no trailing slash).
2. E-mail — the address you sign in to Atlassian with. It must be an account with access to the project, otherwise Jira answers “unauthorized”.
3. API token — open https://id.atlassian.com/manage-profile/security/api-tokens (or: avatar → Manage account → Security → Create and manage API tokens). Click Create API token, name it “EspressoDesk”, click Create and Copy. The token is shown only once — paste it straight into EspressoDesk. Never use your Jira password.
4. Default project key (optional) — open the project in Jira; the key is the prefix of every issue number, so SUP-123 means the key is SUP (also visible in Projects → column “Key”). If you leave it empty you simply pick the project from a dropdown inside each ticket.
5. Press Connect. We call Jira right away and save the credentials only if they work.

Requirements: the Atlassian account needs the “Create issues” permission in that project. On Jira Server / Data Center use your server domain and a personal access token.

Trello — what to enter

1. API key — go to https://trello.com/power-ups/admin (logged in to Trello), create a Power-Up (any name, e.g. "EspressoDesk", pick your workspace) or open an existing one. Open the API key tab and copy the value shown as Key: a 32-character string. Do not use the Secret (64 characters) and do not paste the token here — Trello then answers "invalid key".
2. Token — on the same page, next to the key, click the Token link, press Allow to approve access, and copy the long token that appears.
3. Default list ID (optional) — you can leave this empty. If you leave it empty, we use the first list of your first open board when creating a card. To pin a specific list, open the board URL with .json at the end and copy the id of the list you want.

We verify the key and token immediately. If Trello rejects them, we tell you exactly which field is wrong ("invalid key" vs "invalid token") and nothing is saved.

Slack — step by step

1. In Slack, create the channel that should receive the alerts, e.g. #support.
2. Open https://api.slack.com/apps → Create New App → From scratch, name it “EspressoDesk” and pick your workspace. (Shortcut: in Slack click Apps → Add apps → Incoming Webhooks and jump to step 4.)
3. In the app menu choose Incoming Webhooks and switch Activate Incoming Webhooks to On.
4. Click Add New Webhook to Workspace, select the channel and confirm with Allow.
5. Copy the generated Webhook URL — it starts with https://hooks.slack.com/services/. We accept only URLs from that address.
6. Paste it in EspressoDesk, tick the events you want (new tickets, urgent tickets) and press Connect. We post a test message immediately so you can check the channel.

You need permission to install apps in the Slack workspace; if you do not have it, ask your Slack admin to create the webhook and send you the URL.

Security

Credentials are stored encrypted and are never displayed again. Disconnecting deletes them. We only send the ticket data needed for the action you trigger.

Inside a ticket (Dev tools & Slack panel)

Open a ticket and use the Dev tools & Slack section in the right sidebar:

• Create in Jira / Create Trello card — creates a new issue or card from the ticket (number, subject, first message, link back).
• Link existing — paste a Jira key such as SUP-123, or a Trello card id/URL. We check that it really exists before saving.
• Open — jumps to the linked issue or card.
• Unlink — removes only the link in EspressoDesk; nothing is deleted in Jira or Trello.
• Share to Slack — posts the ticket brief to your Slack channel on demand, on top of the automatic new/urgent notifications.

Slack is one-way (EspressoDesk → Slack): you cannot reply to a ticket from Slack. If Slack or the webhook fails, ticket creation is never blocked — the error is only logged and shown in Settings.