Jira: Using the Zendesk Support for Jira integration

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324 Comments

  • Garrick Rohm

    Hi Tara,

    Both subject and summary fields should be supported, however the integration doesn't support syncing system fields to system fields. You'd instead be able to sync them to a custom field.

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  • Richa Kashyap

    OpsHub Integration Manager can help you integrate multiple instances of Zendesk to single instance of Jira. Multiple instances of Zendesk can be integrated to same project in JIRA or in different projects, depending on your requirement.

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  • Steven Dyckman

    We've just setup the Zendesk plugin for Jira. There seems to be a bug where new projects created in Jira are automatically added to the project whitelist in Project Restrictions.

    Why is this happening?

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  • Yuri Mylis

    @Steven

    The behavior you're describing is there by design. Project Restrictions feature works by allowing admins to restrict certain sensitive or irrelevant project from the integration. All other projects are available to the integration. 

    Restricting new projects by default would force admins to constantly keep whitelisting projects. I understand that this behavior doesn't fit your use case and I'll be looking for feedback from other users of the integration on this topic.

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  • Rohan Sherrard

    When we click "copy fields" it only copies from the last conversation message. 

    Is there a way to have copy from the first conversation or be able to select which conversations to include when copying?

     

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  • Ruchit Rami

    We have done the setup and able to use zendesk to create or link to tickets in JIRA.

    We are using zendesk and our client has JIRA, is it possible to create a new ticket in zendesk for each tickets created in JIRA and have updates in both in sync?

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  • Ketan Tailor

    Is there any way yet to change the status of a Jira ticket by changing a field in Zendesk? I know you can do this via Jira > Zendesk, but I'm looking for the reverse. 

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  • Michael Goldman

    @Ketan:

     

    The field in ZD is driven by a tag value, and that tag value syncs to JIRA as a label. You can drive a workflow in JIRA by the label updates, so technically, yes, it can be done.

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  • Andriy Popadyuk

    I set up integration JIRA with Zendesk. 
    Simple task creation in JIRA works correctly. 
    But when I create the task Jira Ops (https://www.atlassian.com/software/jira/ops) returns the error: "Severity is required"

    Can you add support the JiraOps fields?

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  • Reshma Patel

    Hi all,

    I posted this about 8 months ago and do not see a response.  Any update since then?

    Is there a way to sync the Jira Project field into a Zendesk Custom field. Currently the Project field in jira is a system field, so we do not see a way to map it to a custom field.  We would like to build a report of all our issues broken down by the project they are assigned to. We can't use the Jira ID field as it contains the project board as well as the actual ID (OPS-1212).  This would make it difficult for us to get a count of tickets per project. Open to any creative suggestions as well. 

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  • Bill Cicchetti

    When generating a Jira ticket from ZD do all the comments from the ZD ticket get copied over?  Is there a may to manage what comments get copied over?

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  • Conza

    Hi team,

    Read most comments, could not see an answer. Re: collaboration (side conversations) and JIRA integration.

    Essentially - we have a macro that creates a side conversation for our agents, to contact the finance team (who use JIRA). Has a template to fill out. 

    This sends to an email, which creates the ticket in JIRA. The finance team respond - but at the moment, this response - goes nowhere? collaborations@[url].zendesk.com gets lost in the ether via JIRA. 

    I can't see it in suspended tickets, and doesn't come through anywhere else. 

    What would be the solution here? 

    Cheers

    1
  • Jon Haakon Ariansen

    Hi,

    I have installed the Zendesk Jira connector, but it doesn't work how I expected.

    When commenting in Jira, I can only see an internal comment in Zendesk. Attachments are also available in Zendesk only.

    For this to work in our organization, comments in Jira and attachments must be possible to send directly to the person who sent the request to Zendesk. 

    Our company is quit small with one responsible on support only. If request needs to be answered by others then first line support, it will be to much work to copy comments from Jira and send it to the customer who sent the email.

    We previously used the ServiceRocket connector between Zendesk and Jira onPremise and it worked perfectly, but this connector is now discontinued because Jira 6.3 is no longer supported.

    I hope the Jira/Zendesk plugin will support direct comments and attachment from Jira through Zendesk in coming versions of this connector.

    Kind regards,

    Jon Haakon Ariansen

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  • Fabio Strasser

    Hi, 

    we have multiple Zendesk instances in our 1st Level Support team. Our second level support uses Jira. In the Zendesk Add-on for Jira, I only have the possibility to setup one link to one Zendesk instances. Is there a way to connect multiple Zendesk instance to one Jira system?

    Kind regards
    Fabio

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  • Anna Roussanova

    Hi Fabio,

    The Zendesk JIRA integration is one-to-one only, unfortunately. There's no way to connect multiple Zendesk accounts to a single JIRA instance.

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  • Fabio Strasser

    Hi Anna,

    any workaround ideas? Maybe via Jira targets?

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  • Richa Kashyap

    @Ruchit @Ketan, the use cases you have mentioned are possible using OIM. It allows b-directional integration of JIRA with Zendesk. 

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  • Richa Kashyap

    Fabio Strasser Yes multiple instances of Zendesk can be connected to a single Jira instance using OpsHub Integration Manager.

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  • Richa Kashyap

    Reshma Patel Yes, we can sync Jira Project field a Zendesk Custom field. OIM has the capability to do this. It would be as simple as mapping projects from Jira to Zendesk custom field (one way) during Jira-Zendesk integration. 

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  • Anna Roussanova

    Hi Fabio,

    Unfortunately that doesn't seem to be possible. The only workaround I can think of would be to create a custom app in Zendesk to make calls to the JIRA APIs. 

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  • Dammy Ogunseitan

    Hey Yuri, 

    I've been using the Jira integration successfully for a while now however the jira integration has started asking me to fill out the Parent* field. This field is required and I don't know what should go into it. 

     

    I've attached some pictures for your reference. Any ideas? Other team members do not see this field.

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  • Dan Ross

    Hey Dammy,

     

    We've had this before, it looks like someone probably edited the Screens or Fields for your Project in JIRA and that's being pulled into Zendesk.

     

    You might want to double check your project config in JIRA.

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  • Gurunn

    Is is possible to have two jira integrations? We have two different Atlassian account and two different jira systems. Is it possible to have an integration to each system via Zendesk?

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  • Karyn Tooke

    Hi,

    From reading the installation guide it looks like the zendesk agent doesn't need a Jira Software/Jira Service Desk licence, is that correct?

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  • Jay Luce

    Hi, Is there a way to receive the Jira notification alerts but in Zendesk? Thanks.

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  • Peter Burger

    Hello - I have an open ticket with Zendesk Support on this, but figured I'd post here as well.

    We're syncing the JIRA Issue Key from JIRA to a custom Zendesk field. The sync is working, including ZD tickets linked to multiple JIRAs, but the issue keys that are appearing in the ZD custom field are the original issue keys and not the current issue keys. To illustrate this problem...

    This is what we're seeing when a JIRA ticket has been moved from one project to another:

    And, similarly, what we're seeing if a JIRA project has been renamed:


    Unfortunately, the reason we setup this sync in the first place is to provide JIRA project-specific reporting via GoodData. If a JIRA has been moved to another project (i.e. another engineering squad), we're erroneously reporting on tickets open with that engineering squad.

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  • Peter Lloyd

    We can not seem to map to a custom dropdown field from Jira Resolution

    Can this be done?

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  • Yuri Mylis

    @Peter, the resolution field type is supported. You can map it to a Zendesk custom field of types text or textarea

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  • Peter Lloyd

    @Yurl 
    Is there any way to map to a dropdown field?

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  • Zorah Mardesich

    Is there any way to turn off the Zendesk Support tag that shows all comments from the ticket within the JIRA issue? My team moved to Zendesk specifically for HIPAA compliance. Having PHI/PII show up in non-compliant JIRA breaks our efforts. At the same time, we definitely need to escalate and track Zendesk tickets and JIRA issues together.

    Really hoping I don't have to make the whole team follow a complicated workaround, or build our own integration.

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