Using the Zendesk Support for Jira integration

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384 Comments

  • Melissa

    Hi @Yuri,

    I think JIRA Issue Key is very important. Could you please add JIRA Issue Key to the field sync feature?

    BTW: The field sync feature of Zendesk Support for JIRA is the BEST!!! It makes everybody's life easier...Great feature & improvement!!!

    2
  • Yuri Mylis
    Zendesk Product Manager

    Hi Dan,

     

    That's a great feature! I can absolutely see how that would be used to prioritize JIRA issues as well as enable reporting on linked issues/tickets in JIRA.

    This feature is actually already on the roadmap and I hope to get to it in the not to distant future. 

    I suggest you follow this page for updates.

    2
  • paulangod

    www.integratecloud.com is the best and has the most comprehensive integration. Support is excellent as well, they make sure that everything works as you requested. Thanks Chirag and Srinivas!

    2
  • Yuri Mylis
    Zendesk Product Manager

    Quick update on Field Syncing.

    We've added support for several additional fields the people here have asked for:

    Zendesk Assignee, JIRA Affected Version/s, JIRA Resolution, JIRA Resolutiondate, JIRA Assignee, JIRA Reporter

    2
  • Catharine Coleman

    I need to be able to create a ticket view and report that shows either:

    - the jira number associated with the ticket

    or

    - some type of flag or field that indicates that there is a jira associated with a case

    How can i do this?

     

     

    2
  • Jennifer Haight

    Ideally more granular than that. I read that there is a way to pull a report of all JIRA issues with the "JIRA escalated" tag on them, which helps a little, but without visibility into how many Zendesk tickets are linked to the issues and when the Zendesk tickets were linked, we don't have a good way to track trending issues. 

    2
  • Daniel Groves

    Any news on implementing JIRA ticket IDs through to custom fields in Zendesk?

    We are desperate for this and so are are having to manually enter them in :/

     

    2
  • Scott

    I would find it useful if you could map the system Organization field to a field in Jira.

    When I escalate a case to Jira, our dev's do not know who it is for, consequently they do not know which tickets to prioritize. Same with the ticket contact name and email.

    2
  • Craig Stoss

    When a Ticket is attached to a Jira Issue, we want to copy the Organization associated with that ticket to a tag field in Jira (or something that would identify the Organization, like a custom field from the Organization). It could be to a specific Jira Field, or as a tag. And if multiple tickets are attached to 1 Jira, it will append the value to the field.  Is that possible? 

    I am open to any workaround, for example if a Trigger could copy information from the Organization to a field (or tag list) on the Ticket and then sync with Jira.

     

    Secondly, other than prepending all tags with 'jira_' is there anyway to always sync all tags from Zendesk to Jira?

     

    2
  • Karyn Tooke

    +1 on removing the jira_escalated label, our colleagues have assumed this label implies it should be prioritised over all other tickets and this is incorrect.

    2
  • Melissa L.

    Hi @Yuri,

    Could you please also add field "Resolution" and "Affect Version/s" to the field mapping feature?

    Thank you very much.

    2
  • Jennifer Zou

    I have the same questions as Chris and Melissa: Will JIRA Issue Key be implemented in the near future?

    1
  • Andrew Blumhardt

    Edit: I see the post above now, and also think there needs to be a way to automatically push all zendesk comments to Jira

    I have the new plugin setup and its able to trigger the status changes for the ZD tickets. However, comments are not staying in sync. Is there a method to push all comments made on a zendesk ticket into Jira? Or is this on the product road map?

    1
  • Bruno Cabral

    Hi Zendesk team!

    We have a different scenario and we are evaluating if it is possible to configure/customize the add-on to suit our use case.

    Our technical support team uses Jira and we want to integrate Zendesk (end customer support) to it. Traditionally, all the escalation and issue tracking was done manually via Jira Portal for Jira Service Management.

    The problem is: these requests are structured as request-types in Jira, under the issue-type 'technical support'. And for different request-types there are different fields that are shown conditionally to a zendesk agent when opening a request on the portal.

    We want to use the 'create a request' via Jira add-on, with the issue type 'technical support' and selecting the appropriate request-type and showing the conditional fields to that request type. In a similar fashion that a zendesk form would work. Is this configuration possible in any way?

    1
  • Stewart Fulton

    We are being forced to move to use this plugin now that the previous plugin is being deprecated. We have trialled it previously and the biggest shortfall of this version is having to manually 'Notify' Jira of Zendesk comments.

    This adds a layer of administrative overhead that we *really* cannot afford.

    Is there a way to have the comments in both Jira and Zendesk automatically get added to the other using this plugin?

    Thank you

    1
  • Chris Cox

    The plugin works well, however are there timescales on when the JIRA Issue Key syncing back to a zendesk custom field will be available?

    1
  • Alex Zlatkus
    1. Is there any way to limit users from linking/unlinking/creating JIRA issues from Zendesk based on user role. We do not want light agents to be able to use this functionality, just to be able to see the JIRA info.

    2. Any way to not have Jira_escalated tags and labels?

    1
  • Jennifer Zou

    Hi Yuri,

    I want to report a bug to you: 

    When I sync the JIRA key in Zendesk, I noticed that if I moved the JIRA from one project to another(Issue Key changed from DOC-102 to DEV-206), the JIRA Issue Key does not updated, it is still shown as DOC-102.

    Could you please fix this bug?

    Thanks.

    Jennifer. 

    1
  • Wilfred Kaw
    Zendesk Customer Advocate

    Hello @Yaniv,

    I'm afraid there's no current workaround within the integration to achieve this. Please keep an eye out on JIRA articles and ensure to follow our announcements page as there may be improvements in the near future.

     

    1
  • Rob Gilliam

    As of this morning, I can't see the issues that are linked to the Zendesk ticket. I only get a count of the issues:

     

    what's happened?

    1
  • Joseph Mabolo

    Hello, is there a way to get the Zendesk Priority to update based on the Jira ticket's Priority? In Zendesk, our base priority level is Normal and for Jira, our base Priority level for new tickets is Medium - P3.

    If the Jira ticket Priority is changed to anything lower or higher, can the integration update the Zendesk priority with a Trigger to match? For example: Jira's P1 - Fix ASAP = Urgent in Zendesk Support.

    1
  • Jonathan Levy

    We are having issues linking tickets and see errors like this, but it only shows for some users and not all, Do we need need to reset up the configuration?

     

    1
  • stefaan ponnet

    We are using JIRA 6.4.5 on premise. According to the documentation of the plugin Jira up to 6.3 is supported.
    Will it also work with our 6.4 version ? Has this already been tested ? Or can anyone confirm this ?
    Thanks !

    1
  • Jessie Schutz
    Zendesk team member

    Hey everyone!

    I'm checking with one of our Product Managers on JIRA Issue Key question. I'll let you know what I find out!

    1
  • Jennifer Zou

    Hi Yuri,

    Thanks for your response. My use case is:

    when a ticket(each ticket is bug report) comes to our Zendesk, engineers will create a JIRA that describing this bug in IOT project JIRA, for example: JIRA key is IOT-101. Then a senior engineer will go through these bugs in IOT project JIRA, evaluate and fix them, once the bug is selected by the senior engineer, he/she will move this JIRA IOT-101 to another project called DEV, so the issue Key changed to DEV-101. However, at that time, in Zendesk, the linked JIRA issue key will still show as IOT-101. 

    Showing the correct issue key is very important to my organization, because we need to create a report every week to show the number of bugs in each JIRA projects and then analyze what we will do in the future.

    Thanks.

    Jennifer.

    1
  • Tara Whittaker

    Any plans to be able to sync to more ZenDesk System Type fields? We'd love to be able to sync JIRA Summary with ZenDesk Ticket Subject for our ticket management workflow. 

    1
  • Craig Stoss

    I completely agree, Scott. I would love to be able to copy the Organizations over for each ticket attached to a Jira. It's not just the ticket count, but the requestor of the ticket that matters to decision making.

    1
  • Yuri Mylis
    Zendesk Product Manager

    @Lorena the current Jira app is v2, no need to be concerned. 

    1
  • Robert Cwicinski

    Hi you all,

    just tried to read all of the comments to find a solution ... I'm not sure 100% if that was already mentioned...

    1 - Is it possible to push all incoming comments on tickets from Zendesk to Jira? Or does that has to be done manually using "Benachrichtigen"/"Notify"? If a customer comments and the ticket is already transferred to JIRA the developer doesn't get this information.
    Is there a workaround for this using automations or triggers?

    2 - After transferring an issue from ZD to JIRA none of the APIs shows the ID of the other system (no JIRA-ID in Zendesk API / no ZD-ID in JIRA). We are using that because in the past we had some problems getting both systems in sync:
    i.e. Reopen in Zendesk on a already closed Ticket in ZD didn't reopen it in JIRA
    Here we managed a custom reporting based on Reporting Services to get informed about the issue. Thats also because not every status/workflow info could be used in the mapping or it did not work.

    Now we got the notification "Atlassian to remove Zendesk v2 integration from JIRA Cloud on July 27th". So now we are forced to migrate from V2 to V3. Not sure what to do at the moment.

    Regards,
    Robert.

    1
  • Jennifer Haight

    Thanks, Maxime. We used to track our bug and feature request reports on a Google Sheet and, while cumbersome, we were able to quickly see what our trending bugs and feature requests were. We love being able to link JIRA and Zendesk because it automates our process of following up when an issue is resolved, but I'm really missing the visibility to see what our users are reporting and when. 

    1

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