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Automation & Quality

Integrations: Jira, Trello and Slack

Updated 2026-08-20

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 — what to enter

  1. Jira domain, e.g. yourteam.atlassian.net (no https://).
  2. The e-mail of your Atlassian account.
  3. An API token: Atlassian account → Security → Create and manage API tokens → Create API token, then copy it.
  4. Default project key, e.g. SUP.

We verify the credentials immediately; if they are wrong nothing is saved.

Trello — what to enter

  1. API key: open https://trello.com/power-ups/admin, create a Power-Up and copy the API key.
  2. Token: on the same page click Token, approve the access and copy the token.
  3. Default list ID: open the board with .json at the end of the URL and copy the id of the list, or paste the list ID from a Trello Power-Up.

Slack — what to enter

  1. In Slack: Apps → Incoming Webhooks → Add to Slack, choose the channel and copy the webhook URL (https://hooks.slack.com/services/...).
  2. Paste the URL in EspressoDesk and choose which events should be posted (new tickets, urgent tickets).

We post a test message when you connect, so you see straight away whether the channel works.

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.