Using the Zendesk Support for JIRA integration Follow

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182 comments

  • Avatar
    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!!!

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    Yuri Mylis

    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.

  • Avatar
    Yuri Mylis

    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

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    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?

     

     

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    Daniel

    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 :/

     

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    Melissa L.

    Hi @Yuri,

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

    Thank you very much.

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    Jennifer Zou

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

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    Andrew Blumhardt (Edited )

    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?

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    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

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    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?

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    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. 

  • Avatar
    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?

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    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!

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    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?

     

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    Jessie Schutz

    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!

  • Avatar
    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.

  • Avatar
    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.

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    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. 

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    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. 

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    Andrew Feller

    Are there any thoughts about enhancing the Zendesk JIRA integration to conditionally auto-create JIRA issues when Zendesk tickets are created?

    With the technical business unit wanting to only use JIRA, it's been painful getting non-technical business units to correctly create JIRA issues as it's explicit and unclear how JIRA projects map to different teams or what issue type to create.  Often times, new tickets will sit in Zendesk with non-technical users frustrated because of the different systems.  I know we could tell people to not archive Zendesk emails, however people want a single system to work in, so need something to help with that.

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    Dan Ross

    Hi Yuri,

     

    Can that be done to a custom field? We could add a field for JIRA issues sync the issue key to that field and then report on the contents of it in GoodData!

     

    Is it possible to add a hit count of linked issues in Jira? Kind of like this? Being able to see the number of linked issues at a glance (especially if more than a handful) would be a huge benefit for determining issue severity and priority!

    Thanks!

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    Andrey (Edited )

    Will synchronization of the fields works as in the old version?

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    Ashish Sharma

    Apologies as I didn't read through 4 pages worth of comments to see if this has already been asked. 

    When updating a JIRA ticket via Zendesk, there is the "Copy the Last Comment" function. Is there any way to have this function implemented so transferring the last comment from JIRA to Zendesk is also simplified?

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    Jennifer Zou

    Excellent! This is absolutely EXCELLENT! I am very surprised to see how Zendesk react to customer's need especially compared with some other software company. Great Job!!!

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    Yuri Mylis

    Hi everyone, quick update and some good news. Based on customer requests, today we've added support for 3 additional fields: JIRA Fix Version/s, JIRA Sprint and Zendesk Status.

    This means these fields can now be synced using the integration.

    We've also started work on the JIRA Issue Key field, so hopefully you won't have to wait much longer. 

    Thanks for providing feedback!

     

  • Avatar
    Greg Johnson

    This really is fabulous - it makes it super easy for our engineers to be able to push information up and down to Zendesk.  A couple of small tweaks would really make this hum:

    1.  Permit attachments to be sent to Jira at any point, not just at issue creation/linking.

    2.  Permit attachments to be sent from Jira back to Zendesk.

    Is it possible for the community to get involved in improving the code for this plugin?

    Some better documentation on the user permissions in this article would also be great - that part is a little confusing.

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    Rose (Somma) Cruz

    When creating issues in JIRA, field descriptions (help text) appears below custom fields. These field descriptions do not show up in Zendesk on the "Create a new JIRA issue" screen. 

    Also, setting the default value to None on a required JIRA field forces a user to select an option. When creating a JIRA issue in Zendesk, the field defaults to the first option. 

    Are either of these items on the roadmap?

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    Mario Valdes

    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

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    Jennifer Haight

    Is it possible to track which JIRA issues have the most Zendesk tickets linked to them and when those Zendesk tickets were linked? For example, I want to be able to quickly see which JIRA issues are reported most frequently and which ones are trending with recent reports.

  • Avatar
    Yuri Mylis

    Hi Joseph,

     

    What you can do, is use the JIRA workflow post function to add the JIRA issue key as a comment on the linked Zendesk ticket/s, as explained here: https://support.zendesk.com/hc/en-us/articles/203660226

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