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ClickRuntime

The moment it happens

Triage customer feedback into Jira and email critical issues

Each piece of customer feedback becomes a Jira issue with a type and severity, and critical problems are emailed to you straight away.

Runs
The moment it happens
Apps
Gmail, Jira
AI
Yes, uses the built-in AI allowance
Access
Jira create issues; gmail.send

Send this to your assistant

Create a ClickRuntime automation: when feedback arrives at the trigger link from our in-app form, have AI decide if it's a bug, idea or praise and how severe, create a Jira issue in FB, and email me if it's critical.

Paste it into your assistant. It tells you what it will send or change before it runs live.
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First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

A product team gets feedback from an in-app form, and it all lands in a spreadsheet that the product manager reads once a week. A serious bug reported on Monday is only seen on Friday, and good ideas get lost among praise and noise.

Sorting each piece of feedback as it arrives, filing it in Jira and emailing the critical ones means serious problems are seen within minutes. Ideas and bugs land in the same place the team plans its work.

What you get out of it

  • Critical problems are seen fast

    An email for critical feedback means a serious bug reaches you in minutes, not days.

  • Feedback lands where work is planned

    Every piece becomes a Jira issue with a type. Ideas and bugs sit alongside the rest of the roadmap.

  • Consistent sorting

    Each item is classified the same way. Trends in bugs or requests are easy to count.

  • The customer's words are kept

    The full feedback is in the issue description. Nothing is lost in summarising.

How it works

What happens, step by step

  1. When a customer submits feedback, your form sends it to your automation's trigger link.

  2. AI reads it and decides whether it is a bug, an idea or praise, and how severe it is.

  3. A Jira issue is created with the type, severity and the customer's full message.

  4. If it is critical, you get an email with the details and a link to the issue.

Before it runs live

  • Connect Google through your own Google app (a one-time, 10-minute setup), so it works with your own Gmail
  • Connect Jira
  • Paste your automation's link into the other app's webhook settings

What you get

RunsThe moment it happens
Triage customer feedback into Jira and email critical issuesjust nowSucceeded
Email · Critical feedback: Invoices disappeared after importAll our October invoices are gone since the import this morning. From finance@northwind.example

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

  • Your own rules

    Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.

  • Any number of apps

    One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.

  • AI where it helps

    Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.

  • On a schedule or on each event

    Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

  • Act only on the items that match your own rules, and skip the rest
  • Change what the AI looks for, or how it writes the result
  • Add another app, for example also send it to Slack
  • Combine it with other Gmail and Jira steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.
customer_feedback_triaged_into_jira.pyexample
from clickruntime import on_event, credentials, http, notify, ai

JIRA, SITE = "https://api.atlassian.com/ex/jira/your-cloud-id", "https://acme.atlassian.net/browse/"
adf = lambda text: {"type": "doc", "version": 1, "content": [{"type": "paragraph", "content": [{"type": "text", "text": text}]}]}

def jira(method, path, **kw):
    resp = http.request(method, JIRA + path, headers={"Authorization": f"Bearer {credentials.connection('jira', 'work')}", "Accept": "application/json"}, **kw)
    return resp.raise_for_status() or (resp.json() if resp.content else None)

SCHEMA = {"type": "object", "properties": {"type": {"type": "string", "enum": ["bug", "idea", "praise", "other"]},
          "severity": {"type": "string", "enum": ["critical", "high", "normal", "low"]}, "title": {"type": "string"}}}

@on_event
def handle(event):
    fb = event.json or {}
    t = ai.generate(fb.get("message", "")[:4000], json_schema=SCHEMA, max_output_tokens=80,
                    system="Classify this customer feedback. Critical means data loss, payments failing, security or unusable product.").json
    issue = jira("POST", "/rest/api/3/issue", json={"fields": {"project": {"key": "FB"}, "issuetype": {"name": "Bug" if t["type"] == "bug" else "Task"},
                 "summary": t["title"][:250], "labels": [t["type"], f"severity-{t['severity']}"],
                 "description": adf(f"From {fb.get('email', 'anonymous')} ({fb.get('plan', '-')})\n\n{fb.get('message', '')}")}})
    if t["severity"] == "critical":
        notify.email_me(f"Critical feedback: {t['title']}"[:200], f"{fb.get('message', '')}\n\nFrom {fb.get('email')}\n{SITE}{issue['key']}")
    return {"issue": issue["key"], **t}

FAQ

Common questions

What sources can send feedback?
Any form, survey or app that can send a web request with the feedback text and, optionally, the customer's email and plan.
What makes feedback critical?
AI marks it critical when it describes data loss, payments failing, security issues or the product being unusable. You can add your own rules.
Does praise go into Jira too?
By default yes, labelled praise, so you can share it with the team. You can choose to skip it.
What permissions does it need?
Jira create issues; gmail.send. Nothing else in your accounts is used.
Does it need AI?
Yes. It uses ClickRuntime's built-in AI, so you don't need an OpenAI or Anthropic key. Every plan includes a monthly AI allowance.
How many runs does it use?
One run for each event the app sends.
Can I change how it works?
Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

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Set up “Triage customer feedback into Jira and email critical issues” from your assistant

Copy the prompt above, or connect your assistant first. Free plan, no credit card.

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