# Ticketing

### Why connect a ticketing tool

Siit is where employees submit and track requests. But not every request ends in Siit — some need to be picked up by an engineering team in Jira, a platform team in Linear, or a specialist queue in a dedicated ITSM tool. Connecting Siit to your ticketing tools means:

* **One-click escalation.** From any Siit request, create a linked ticket in the right tool — with all the context already attached.
* **Bi-directional sync.** Status changes on the external ticket can update the Siit request, and vice versa, so everyone sees the same state.
* **Workflow automation.** Create tickets automatically when specific requests come in (e.g., "new app integration request" → Jira issue for engineering).
* **No duplication.** Employees stay in Siit (Slack / Teams / Portal). Specialists stay in their tool. The link keeps both sides honest.
* **AI Agent escalation.** The IT Agent can create tickets in the right tool as part of a playbook — with approval gates for anything sensitive.

### Supported ticketing tools

Siit integrates natively with the most common ticketing and issue-tracking platforms:

* **Jira** 
* **Jira Service Management** 
* **Linear**
* **Zendesk** 
* **Freshservice** 
* **Freshdesk**
* **ServiceNow**
* **Asana**
* **Github**
* **Gitlab**
* **Clickup**
* **Intercom**
* **Trello**
* **Kustomer**

Using a different ticketing tool? You can build custom integrations using Webhooks — call any endpoint with your request payload and post updates back via the Siit API.

### What each integration covers

| Capability                           | Jira | Jira Service Mgmt | Linear | Zendesk | Freshservice |
| ------------------------------------ | ---- | ----------------- | ------ | ------- | ------------ |
| Create ticket from a Siit request    | ✓    | ✓                 | ✓      | ✓       | ✓            |
| Automatic bi-directional status sync | ✓    | ✓                 | ✓      | ✓       | ✓            |
| Link preserved on both sides         | ✓    | ✓                 | ✓      | ✓       | ✓            |
| Available in workflows               | ✓    | ✓                 | ✓      | ✓       | ✓            |
| Available in IT Agent                | ✓    | ✓                 | ✓      | ✓       | —            |
| Available in the request side panel  | ✓    | ✓                 | ✓      | ✓       | ✓            |

### How escalation works

The fastest way to use ticketing in Siit is **Escalate ticket** from the request side panel. From any Siit request, click **Escalate ticket**, pick the destination (Jira, JSM, Linear, etc.), fill in the required fields (project, issue type, summary, assignee if needed), and submit. The new ticket is created in the target tool, pre-populated with the Siit request context, and linked both ways.

For tools with bi-directional sync (Jira, JSM, Linear), status changes on the external ticket update the Siit request's external status field automatically. You can use this as a condition in workflows ("when the linked Jira issue is Done, set Siit request to Resolved").

### Using ticketing actions in workflows

Ticketing actions are available as workflow steps alongside every other Siit action. Some useful patterns:

* **Auto-escalate by category.** *Trigger: Request submitted. Condition: Service = "App bug report". Action: Create Jira issue in ENG project → Set Siit status to Waiting.*
* **Approval → external ticket → sync.** *Trigger: Request submitted (service = "New integration"). Actions: manager approval → Create Linear issue → DM requester with the Linear issue link.*
* **Incident swarm.** *Trigger: Tag "incident" added. Actions: Create linked Jira issue in INC project → Post to #it-incidents with both links.*
* **Specialist handoff.** *Trigger: Request assigned to "Network" inbox. Action: Create Freshservice ticket in Network queue → Note on Siit request with the ticket URL.*

### IT Agent integration

The IT Agent can create tickets autonomously inside a playbook, using slash commands:

* `/jira create issue` *(approval available)*
* `/zendesk create ticket` *(approval available)*

A common playbook: an employee reports a broken integration in Slack → IT Agent gathers context → requests manager approval → creates a Jira issue → posts the link back to the employee. See IT Agent.

### Common use cases

* **Bug reports from employees** — employee submits a bug in Slack, Siit auto-creates a Jira issue in the right project, links stay in sync until the fix ships.
* **New app integration requests** — request in Siit → manager approval → Linear issue for the platform team → Siit closes automatically when the Linear issue is marked Done.
* **ITSM handoffs** — a request that needs network, security, or facilities expertise is escalated from Siit to Jira Service Management / Freshservice, where the specialist team already works.
* **Incident management** — a major incident opens in Siit, creates tracker issues in Jira, and ensures everyone is working from a single source of truth.
* **Project-linked requests** — requests tied to an engineering project are linked to the matching Linear project so the full trail is visible from both sides.

### Connecting a ticketing tool

Each ticketing tool has its own connection flow, but the pattern is the same:

1. Go to **Settings → Integrations** and find your ticketing tool in the library.
2. Authorize the connection (OAuth or API token, depending on the tool).
3. Map default projects, issue types, and priorities — so escalations pre-fill sensibly.
4. Configure status sync rules if the integration supports them (e.g., which Jira statuses map to Siit's Waiting / Resolved).
5. Test by escalating a sample request from Siit to your ticketing tool.

### Tips

* **Use a dedicated service account** where possible (e.g., a Jira "Siit Integration" user). The integration inherits that account's permissions, and a service account survives admin turnover.
* **Start with one project or queue.** Don't map every Jira project or Linear team on Day 1 — pick the one or two your team escalates to most often, and expand from there.
* **Keep the Siit request as the canonical employee-facing view.** Employees shouldn't need a Jira or Linear account to track their request — Siit stays their single surface.
* **Use status sync to close the loop.** Nothing frustrates employees more than a ticket that feels abandoned. Mapping "Done" in Jira / Linear to "Resolved" in Siit keeps the requester informed automatically.


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