Using the Zendesk for JIRA integration Follow

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The JIRA integration encourages collaboration between product teams and the support team. For example, after a customer reports a bug in a ticket, the agent can file a bug in JIRA directly from your Zendesk. After fixing the bug, a developer can add a comment to the ticket directly from JIRA.

For information on configuring the Zendesk Support for JIRA integration, see Setting up Zendesk Support for JIRA integration.

This article covers the following topics:

Related articles:

Using the integration in Zendesk

As an agent, you can create a new JIRA issue from a ticket, or link to an existing JIRA issue from a ticket. You can then use the link to track the progress made by the product team on addressing the issue. For example, within Zendesk Support you can view details about a bug you filed in JIRA to see if the engineering team fixed it.

Topics covered in this section:

You can also automatically notify an agent or a customer when somebody changes the status of an issue in JIRA. See Updating a ticket when the status of a JIRA issue changes.

Integration limitations

There are a few limitations to the JIRA integration to keep in mind before getting started:

  • A single JIRA issue can link to up to 100 Zendesk Support tickets.
  • A single Zendesk Support ticket can link to up to 100 JIRA issues.
  • The integration easily supports JIRA projects with up to 1,000 users. If your project has more than 1,000 users, they will not appear in our drop-down selectors. However, you can still enter a username to select that user.

Creating a JIRA issue from a ticket

  1. In Zendesk Support, go to the ticket you want to use as a basis for a new JIRA issue.

    For example, the ticket could be a feature request or a bug report from a customer.

  2. Click Create Issue in the JIRA app next to the ticket.

    Note: If the JIRA app is not displayed on the right side of the agent interface, click Apps.

  3. Start typing the name of the JIRA project for the issue. The Project box suggests names as you type.

  4. Enter the details about the issue.

    To save typing, you can transfer the description from your ticket by clicking Copy fields from ticket.

    If the assignee or reporter you're looking for doesn't appear in the suggested user list, enter the exact JIRA username.

  5. Click Create Issue.

A new issue is created in JIRA and the ticket is linked to it. In Zendesk Support, the JIRA app in the sidebar displays the JIRA issue name, summary, and description.

For more information, see Customizing the summary and details views.

Creating a link to an existing JIRA issue from a ticket

If you know that an issue is tracked in JIRA and you receive a support request that's related to it, you can link the ticket to the issue. You can also link the same ticket to other issues in JIRA.

You can link a maximum of 100 Zendesk Support tickets to one JIRA issue.

You can keep track of the number of tickets linked to JIRA issues, and use that metadata to prioritize your work. See JIRA: Linked tickets reporting for more information.

To link to an existing JIRA issue

  1. In Zendesk, go to the ticket you'd like to link to a JIRA issue.
  2. Click Link Issue in the JIRA panel.

    Note: If the JIRA app is not displayed on the right side of the agent interface, click Apps.

  3. Enter your issue key (XXX-000) or paste a link to the issue.

  4. Click Link to Issue.

The ticket is linked to the existing issue in JIRA. In Zendesk Support, the JIRA app in the sidebar displays the JIRA issue name, summary, and description.

Tracking a JIRA issue from a ticket

The JIRA app in the sidebar displays a summary of any issue linked to the ticket:

Click the Show More Details (eye) icon next to the issue name to view more details about the issue:

The details view opens in a new window:

You can customize the information displayed in both the summary and details views. See Customizing the summary and details views below.

If you're a JIRA user too, you can open the issue in JIRA by clicking the issue name in the summary view. A new browser tab opens and displays the issue:

Customizing the summary and details views

You can customize the information that's displayed in both the summary and details views. For details about the views, see Tracking a JIRA issue from a ticket above.

To customize the summary and details views

  1. Click the Admin (cog) icon in the upper-right side of the JIRA app next to the ticket.

  2. Select the information you want to display in the summary and details views.

    You choices are saved automatically.

  3. Click the small left arrow to close the administration panel.

Adding a comment to a JIRA issue from a ticket

If a ticket is linked to a JIRA issue, you can add comments to the JIRA issue from the ticket. This is useful for providing additional information from customers to the product team.

To add a comment to a JIRA issue

  1. Click the Notify button in the JIRA app next to the ticket.
  2. Enter the comment you want to add to the issue in JIRA.

    To save typing, you can transfer the last comment made on the ticket by clicking Copy the Last Comment.

  3. Click Notify Issues.

The comment is added to the Activity section in JIRA:

Adding a label to a JIRA issue from a ticket

When creating or linking to a JIRA issue from a ticket, a jira_escalate tag is added by default to the ticket and an identical jira_escalate label is added to the issue in JIRA. You can add more labels to a linked issue in JIRA at any time. Any ticket tag with a jira_ prefix is added as a matching label to any JIRA issue linked to the ticket.

If the escalating agent has a custom agent role in the Enterprise plan, the role must allow the agent to edit tags. See Custom agent roles (Enterprise).

To add a label to a JIRA issue

  1. Add a tag with a jira_ prefix in the Tags box in the ticket's left sidebar:

  2. Update the ticket by clicking Submit.

The new label appears in the Details section of the issue in JIRA:

Unlinking a JIRA issue from a ticket

  • Click the Unlink (x) icon in the JIRA app next to the ticket.

Using the integration in JIRA

As a JIRA user, you can view details about tickets linked to your issues, and add comments to linked tickets. You can also automatically notify an agent or a customer when you change the status of an issue in JIRA. See Updating a ticket when the status of a JIRA issue changes.

Topics covered in this section:

Viewing the details of a linked Zendesk Support ticket

  1. Navigate to the issue in JIRA and click the Zendesk tab in the Activity section.

  2. If more than one ticket is linked to the issue, select a ticket from the Ticket menu to display it.
  3. If you want to filter by public or private comments, select Public Comments or Private Comments from the Comment Type menu.

    Private comments have a yellow background. Zendesk comments can be public or private. Only agents can view private comments.

  4. To view more details about the ticket, click the Zendesk Support ticket link in the sidebar:

    Note: If more than one ticket is linked to the issue, click the angle bracket to expand the ticket details.

Adding a comment to a linked Zendesk Support ticket

You can notify a Zendesk agent or a customer by adding a comment to a linked Zendesk Support ticket.

Whenever you add a comment to a Zendesk Support ticket, an email containing your comment is sent to the agent and any other agent who is CC'd on the ticket. If the comment is public, an email is also sent to the customer who submitted the ticket and any other end-user who is CC'd on the ticket. Be mindful that a customer will read your message when you add a public comment. If in doubt, leave the comment private.

To add a comment to a ticket

  1. Navigate to the linked issue in JIRA and click the Notify Zendesk button in the sidebar on the right side.
  2. Enter your message and click Send.

To make all comments private

  1. Open the add-on configuration page in JIRA by selecting Administration > Add-ons > Manage Add-ons, then selecting Zendesk Support for JIRA > Configure.
  2. Scroll down to the Other Options section and check the Disable all public comments to Zendesk option.
  3. Click Save My Configuration.
Have more questions? Submit a request

Comments

  • 0

    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 !

  • 0

    Not sure if this has been raised, but the integration doesn't seem to be workflow friendly. I was hoping that when an issue in JIRA is closed, that it would automatically create an internal comment to the Zendesk ticket.

    Also, the placement of the Zendesk widget/section in the JIRA issue doesn't seem very efficient or intuitive. Having it more inline with the standard comment section would make more sense. Maybe add a checkbox next to the "Add" button in JIRA and label it "Add comment to all linked Zendesk tickets."

  • 0

    @Matthew, at this time there is no support for automatic mappings been Zendesk and JIRA with the V3 integration. However, I'll make sure our product team sees this as it may be something that can be added in the future.

    @stefaan, I think your question may be meant for the OnPremise thread here: https://support.zendesk.com/hc/en-us/articles/203659916-Setting-up-and-using-Zendesk-with-JIRA, but to answer your question we don't yet support 6.4 and I believe you will likely have issues if you try to integrate with it using an older plugin. However, we are looking to support 6.4 soon.

    @Allen, you can update tickets when a JIRA issue's status changes using workflows: https://support.zendesk.com/hc/en-us/articles/203660226-Updating-a-ticket-when-the-status-of-a-JIRA-issue-changes. Im not sure if you're running into issues with this or if the above article doesn't address your concerns.

    With regards to the placement of the Zendesk widget, I'll point this out to our product team so they are aware of this concern.

  • 0

    Hello, I've installed the Zendesk for JIRA Cloud integration and I've been able to create new JIRA issues from a Zendesk ticket without problems. However I've not been able to link an existing JIRA issue to a ticket in Zendesk.

    Every time I click the "Link Issue" button the corresponding pop up appears but not matter what I type in the "Link to that issue" button is shown disabled (I've tried pasting the direct link to the issue in JIRA, the name of the project, the key of the issue, etc. but nothing), how do I activate it? Am I missing something?

    Example of the disabled button: http://www.awesomescreenshot.com/image/420531/3fa0e640b69bfacf8c2ce3a7c6ef4c66

  • 0

    @Mario it looks like you may be entering the issue id incorrectly. Generally the issue id is an abbreviation for the project (a key), a dash, and the id #. For example, my test project is called "Zendesk Project", the key is "ZP" and all the issues in the project are formatted as:

    ZP-12
    ZP-13

    Etc...

    The length of the key in JIRA appears to be 10 characters, so I suspect the value from your screenshot may not be the actual issue id.

  • 0

    @Matthew thanks for the response. I actually did some more testing and the problem occurs only with one of my projects, the one which key is "WEBAPPLICATION". My other projects have smaller keys so I was wondering if that could be the problem?

  • 0

    @Mario, I see, it actually looks like the length of the key is a setting in JIRA. The default key length is a max of 10 characters, but it seems yours may be set higher. I was able to replicate your issue when I tested this with a project that I created with a key length of 15. I am going to create a ticket for you so that I can follow-up with my development team to see if this is intended behavior or not. See you in the ticket shortly.

  • 0

    @Matthew thanks!

  • 1

    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.

  • 0

    Anyway to get rid of the headers below when notifying Zendesk from JIRA or vis versa? Or even make them smaller or in different font:

    -- This notification was sent from JIRA JTZ-4 to all linked Zendesk tickets by JIRA Support [Administrator]. --

    -- This notification was sent from Zendesk ticket #5364 to all linked JIRA issues by Zendesk Support. --

  • 0

    @Robert, currently the V3 integration has only manual push of comments between the two systems. However, for issues linked to tickets there is a "Zendesk" tab which shows all ticket comments. Screenshot for reference: http://imgur.com/3KDn2oB

    As far as the JIRA ID, we don't have a public API for the integration so the only way to pull this currently would be to manually populate it into a custom field on ticket escalation.

    @Alex, there is no way to remove or alter this text currently.

  • 0

    @Matthew
    Thanks for your response.

    IDEA 1:
    Could it be possible to directly get the "Zendesk / Updateddate" into JIRA. So the developers could at least see there is something new in Zendesk and then manually look on the "Zendesk-Tab".

    IDEA 2:
    We could automate in Zendesk to send a mail to JIRA (jira@<installname>.atlassian.net), when there is a comment in Zendesk. Here we would need the "Jira-Ticket-Number" in the Subject so JIRA could map this mail to the right Ticket. Is there a possibility to handle this?

    IDEA 2B:
    The Agent who transfers the Ticket to JIRA via V3-Integration puts down the JIRA-ID in an additional field on Zendesk (we already have one - which was populated automatically via V2-interface). We could use this then for the auto Email.

    IDEA 3:
    Will the V2 be shutdown or is it simply no longer supported?

    Thanks in advance and regards,
    Robert.

  • 0

    I have just set up "v3" of JIRA integration - working on phasing out v2 in a bit of a rush.

    I have seen another entry of someone getting the three green dots perpetually blinking around, and I am also getting this.
    I've also seen that you think this is due to us not following all the steps in your guide, but I did. The app installed in ZD, and When I share an issue to JIRA (by creating a new issue from ZD issue), the issue is actually created in JIRA, but the link never seems to get established.

    I've tried twice now with two different issues, and I have two "orphan" issues in JIRA that just won't link to their ZD "parents".

    Any idea what is going on?

    Also, whatever happened to mappings? Do they still work? I have some field IDs in ZD that should map to JIRA fields that have different IDs - will this still work?

    /Alan

  • 1

    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?

    Edited by Andrew Blumhardt
  • 0

    Hi Andrew,

    I raised a case at Zendesk support for that.

    Also thought about putting JIRAs in E-Mail in CC - but then somebody had to change the ticket-title in Zendesk to contain the JIRA-ID. - Also not the best solution because everything would then be archived in JIRA - also comments that came from JIRA initially.

    Robert.

  • 0

    Hi,

    I cant see from the conversations whether this has already been raised... in the 'Creating a JIRA issue from a ticket' section step 5 to Click Create Issue, how do I add custom fields to the Create Issue screen? I have ticked the boxes for Summary & Details which allows the fields to be displayed in the Jira App after raising but not when trying to raise a new Jira ticket?

    Edited by Karyn Tooke
  • 0

    Hey Alan!

    I see you're getting some help from one of our Support Advocates on this in a ticket. Let me know if you need anything else!

  • 0

    @Karyn can you please try setting those custom fields to required in JIRA > Admin > Issues > Fields > Field Configurations

  • 0
    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?

  • 0

    Where the screenshot shows point 4 Enter the details about the issue, how do we edit this view to include our custom Jira fields?

  • 0

    @Alex,

    1. There isn't a way to limit this functionality currently. On the manage apps page you can limit access to the app by user role, but as long as a user has access to the app they can link/unlink/create issues.
    2. The jira_escalated can't be removed from the integration at this time.

    @Karyn, to add a custom field to the create issue screen it needs to be a required field and it needs to be added to the default issue creation screen of all your projects.

  • 0

    +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.

  • 0

    @Matthew
    -Is there any way of inserting the JIRA ticket link into a custom field so that it can be displayed in other areas of the ZD app?

  • 0

    @Alex, unfortunately that is not possible.

  • 0

    Any known cause / solution to this error we are suddenly getting?

    "The field Assignee is not supported. The issue creation process won't work."

  • 0

    @Brian, in JIRA there is a system setting called "Allow unassigned issues". If this is set to "OFF" then you'll see an extra assignee field on the issue creation screen. Setting this to "ON" should resolve your issue.

  • 0
    Avatar
    Alexis Manetas

    Is it possible to use create a Macro that would link a ticket to a JIRA issue automatically instead of an agent having to manually do so every time?

  • 0

    @Alexis, currently this is not possible as the integration requires using the "Create Issue", "Link Issue", and "Notify" buttons to communicate. These can not be updated using any of the fields that can be set via a macro.

  • 0

    @Martin Halvorsen, my apologies but it looks like your question was overlooked. Every ticket linked to a JIRA issue should show within the JIRA issue. However, if you're talking about storing the Zendesk ticket id in a specific field, its not currently possible with the integration. The only way to do something like this would be to add the ticket id as a tag with a jira_escalated prefix. For example, jira_123456. I hope that helps.

  • 0

    When we click to create a new issue in JIRA, we are just bounced back to the "Create New JIRA Issue Screen".

    Any ideas?

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