Question
When using the JIRA feature to notify a Zendesk ticket (based on instructions from this article on updating a ticket when the status of a JIRA issue changes), why is the comment posted as the JIRA admin who created the integration?
Answer
When using this feature, all comments are posted via the JIRA integration admin unless you have previously created a Zendesk admin and a Zendesk for JIRA user. You can find more information on how to set this up in the following article:
Setting up Zendesk Support for JIRA integration
In Zendesk, set yourself up as an administrator with a generic name for performing the setup. For example, create and use a Zendesk administrator called Zendesk Support. For more information, see Managing users. This is important because in the integration, all escalations from Zendesk to JIRA are reported as coming from the Zendesk admin who set up the integration. Setting yourself up as a generic admin ensures that all future escalations are from Zendesk Support, not your personal user account.
The same consideration applies in the other direction, from JIRA to Zendesk. The integration creates a free admin user called Zendesk for JIRA that can be ideal for this purpose (JIRA Cloud only). You can also set yourself up as a JIRA administrator called JIRA Dev or JIRA Product for performing the setup. You can change the avatar of the user on the Profile page, as you would with any other user.
Note: The Zendesk for JIRA user is free to create; however, the generic Zendesk Support admin user we recommend requires an agent license. The cost of an agent license depends on your Support plan. See About Zendesk Support plan types for information.
Comments
2 comments
Hi,
Is there any way to fix a situation as described in the title of this article?
I've tried uninstalling and disconnecting the Zendesk Add-on in Jira and reinstalling it with generic accounts in Jira and Zendesk, as suggested, but it still keeps using my own admin account for the "Notify" comments added to the Jira tickets.
Best Regards,
Jozef
Quick update, I managed to fix it with the help of the Zendesk support.
The key to solving my problem was this:
" ... the JIRA admin account who installed the Zendesk add-on at the time of the integration configuration."
The account used to install the add-on in Jira is the one that is going to be displayed as the poster of the comments that are made through the "Notify" feature in Zendesk.
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