Overview
Support requests arrived by email and were manually converted into Jira tickets—delays and lost tickets were common.
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Jira Support Automation
Automated inbound email triage into Jira issues with acknowledgements, cutting manual effort by 60% and improving first-response times.
Architecture
AWS SES receives emails → triggers Lambda function → parses subject/body → calls Jira REST API → creates issue and transitions based on keywords.
Implementation Steps
1. Configured SES inbound ruleset with SNS topic. 2. Built Lambda in Node.js using AWS SDK and Atlassian SDK. 3. Leveraged Jira webhooks for status sync back to email thread. 4. Wrote CloudWatch logs for audit trails.
Email Parsing Logic
Regex patterns identify ticket category (bug, feature, question). Default priority set to "High" for certain keywords. Attachments stored in S3 and linked in Jira.
Outcome
Manual ticket creation time dropped from ~5m to <30s. First-response SLA improved from 4h to 2h. Audit logs now provide end-to-end traceability.
Lessons Learned
Edge cases in email encoding required robust MIME parsing. We added unit tests via Jest to cover multiple email formats.
Technologies
AWS SES • AWS Lambda • Jira REST API • Node.js • S3 • CloudWatch Logs
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