Jira: Setting up Zendesk Support for Jira integration

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59 Comments

  • Ricardo Smania
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    Hello,

    Using the v3 integration, is it possible to link multiple Zendesk instances to a single JIRA Cloud instance? This seemed to be possible with v2, but I can't find a way to do it in v3.

    Thanks!

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  • Zendesk Support
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    @Zach you would need to search for the jira_escalated tag in Zendesk or label in JIRA

    @Ricardo the cloud integration only supports 1 JIRA instance per Zendesk subdomain currently. I will submit your feedback to our product team.

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  • Ricardo Smania
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    @Jeremy thanks for the feedback, however in our case it's the other way around: we have 2 Zendesk instances and 1 JIRA instance. Is it possible to link them? Or is the link always 1:1?

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  • Zendesk Support
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    @ricardo sorry I misunderstood, the same 1:1 rule applies. There can only be 1 Zendesk subdomain tied to 1 JIRA account. Multiple Zendesk accounts cannot be tied to the same JIRA instance.

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  • Zach
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    Can the Zendesk API be used to update the integration app's status?

    i.e. if an API call is used to create an issue in JIRA, could it then use zendesk's API to Link the JIRA issue to the Zendesk ticket? Or does a user have to manually click on the Link button and lookup/type the JIRA issue id in?

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  • Zendesk Support
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    @zach there isn't an automated way to link a Zendesk ticket to a JIRA issue that has been created in JIRA. You will need to manually link the issue from within Zendesk.

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  • Dan Ross
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    We just went live with this integration and the feedback from our teams has been positive so far! However, when we link a ticket from the Zendesk side, the Jira ticket is updated with a 'jira-escalated' label. This is causing a lot of emails to be sent to people watching the ticket. Can this behaviour be disabled?

     

    Thanks!

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  • Brian Manning
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    @Dan - The "jira-escalated" label is hard coded into the integration and can't be removed or disabled. My understanding is that any change to the jira issue will fire a notification. If there's a way to stop those notifications it will be on the jira side. I didn't see anything promising when I looked through the jira docs but that doesn't mean there isn't a solution. It might be worth reaching out on the Atlassian forums. 

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  • Rashmi
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    hey guys didnt was not able to see separate window as shown in step seven

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  • Diego Soffia
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    Hi guys!

    We have a JIRA On-Premise and we trying to configure the v3 of Zendesk for Jira add-on but on the JIRA side the add-on is not responding.

    Do you know a way to troubleshoot this?

     



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  • Dan Ross
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    Hey @diego

    Zendesk had an outage this morning that took down the integration. We got hit by it too :(

    Seems to be back online now though. 

     

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  • Jullia Aguilar
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    Hi jiohealthhub support! Your browser may have blocked pop-ups from webpages. Have you tried repeating the steps above to get the add-on permissions browser pop-up? If you’re on Chrome, check the address bar for any blocked pop-ups.

    I’m also creating a ticket for this so we can find out what’s going on. Please check your email inbox! ((smile))

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  • Jeremy Flanagan
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    We're using Confluence for our Internal Knowledge Base. Is there a way to use the Jira integration to include access to these articles?

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  • Yuri Mylis
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    Hi Jeremy,

     

    Can you provide a bit more details about the use case you're looking to implement? Are you looking to link Confluence pages to tickets?

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  • Jeremy Flanagan
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    Thanks, Yuri!

     

    That would be ideal. We've created several spaces in Confluence that we'd like to link in Zendesk for easy reference by our Team members. If the functionality allows, we would like to link new articles, or more FAQ-based references.

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  • Greg Pope
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    We have JIRA linked to our main Zendesk account however we're trying to link a second, separate Zendesk domain to the same JIRA account. Is that possible?

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  • Matej Kan
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    Hello,

    When we try to configure the Zendesk app in Jira (step 5), the authentication screen doesn't pop and the add-on stops responding. 

    Do you know how to troubleshoot this issue? Thanks!

     

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  • Diego Soffia
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    @Matej Have you got the JIRA Server version? Have you checked if the clock of the server is syncronized? You could try to sync with an NTP server.

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  • Matej Kan
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    @Diego, it turns out that the issues was caused by our old Zendesk instance that was still connected to Jira. We moved away from Zendesk and now we are implementing it again from scratch. Zendesk engineers need to fix it on the back end. Thanks!

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  • Sean Serrels
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    Never mind, I just saw we're still running Jira 6.x.. that explains a lot.

    -Sean

     

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  • santiago.moneta
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    What is I have more than one zendesk support URL? and one is already setup on JIRA

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  • Shannon Brown
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    Greg Pope & Santiago Moneta,

    The new plugin does not support more than one Zendesk instance connecting to JIRA. We unfortunately discovered that this week. 

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  • Mindaugas Verkys
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    I noticed that one of ZD field tags are copied into Jira as label, but others not. Where is setup of that? I don't want to tag Jira issues.

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  • Greg Sommer
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    Just wondering if we can have the option to sort the Zendesk conversation the same whay as Jira Comments - ie oldest first?

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  • Ameet Kumar
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    @Yuri Mylis

    We have been using ZD and Jira integration for a while and it works exactly the way we like it.

    Our team will now be using another ZD instance and we would like to have multiple ZD instances to be connected to one Jira account for our devs (like the legacy integration).

    I understand it's currently not possible directly and there are multiple tools available e.g. Azuqua or Zapier.

    My question is: Do you guys have this solution in the pipeline? If so, is there any expected date?

    Regards 

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  • Yuri Mylis
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    @Ameet

     

    There is a separate post that talks about this feature request. https://support.zendesk.com/hc/en-us/community/posts/204123876

    We currently don't have plans to add this feature and the suggested solution is to use a multi-brand configuration.

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  • Jakob B
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    Hi

     

    We have been using the old ServiceRocket integration between our onpremis Jira and Zendesk.

    We are now moving to a cloud based Jira and in that process we have updated the integration to Zendesk to this one.

    Everything seems more solid and functional, however we are missing one thing that we had in the old integration: All comments being synced automatic.

    I know that the notify option is what is intended for this - but this adds a manual step when adding a comment in Jira or Zendesk.

    Is there any way of getting all comments synced automatic between Zendesk and Jira?

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  • Philip Z.
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    Hi Jakob B, 

    I have responded to you in a ticket: 2588792.

    Thank you

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  • Jakob B
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    Hi Phillip

    Most excellent.

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