Jira: Using the Zendesk Support for Jira integration

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319 Comments

  • 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!

     

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  • Guus Creuwels

    Nice work! Any instuctions on how to set things up? Especially the JIRA Fix Version/s field?

    It would be great if also the Jira Issue Priority and the Jira Affects Version/s field can be populated automatically or using the "create issue dialog" from Zendesk.

    One small thing that is kind of irritating is that when using the "create issue dialog" from Zendesk the "reporter" needs to be entered every time, over and over again. It would be great if this would use the last used value or a default user (like "zendesk for jira").

    Keep up the good work!

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  • Andrew Feller

    @yuri:

     

    Any comment and/or update about the following:

    1) Allowing administrators to customize the Jira app experience including restricting the Jira projects available, setting default values for fields and restricting Reporter and Issue Type fields on the Create Jira popup?

    The article about completely changing Jira project permissions to simply hide projects from the integration is absolutely preposterous.  The app should allow an administrator to select which projects you want to limit the app to instead like what was done in the v1 app integration.

    I want to minimize as much manual data entry when a Zendesk agent is escalating a ticket to Jira, however there is no way to put default values for anything.  I don't know off hand if Jira field context default values would come into play here or not; worst case scenario the app would allow to do something.

    I don't want anyone reporting the CEO escalated a Zendesk ticket to Jira as much as Zendesk doesn't want an end-user to specify the agent who reported a Zendesk ticket.  Also, I would like to restrict our operations side of the house to a specific issue type or set of issue types as my Technology stakeholders don't want product requests to flow into Jira this way; people should work with product managers for that.

    2) Copy all comments to the JIRA issue description when creating a Jira issue?

    Zendesk tickets don't have an explicit description like Jira issues do, so it'd be nice to have more than the last comment for the Jira issue description.

    3) Ability to search within Zendesk for tickets linked to Jira issues?

    Often times we want to see where something may have slipped through the cracks, however it doesn't appear trivial to search for tickets like these.

    4) Ability to sync attachments from Jira to Zendesk?

    Worst case scenario, I was thinking maybe something like the notify button within Jira where someone can selectively push attachments to Zendesk.  Since Jira doesn't provide a secure mechanism for making attachments available, this would need to be an actual push to Zendesk rather than a linked reference.

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  • Phil Preston

    Hey I wanted to follow up on something that's popped up in the thread a few times.  Linking to Zendesk ticket from JIRA.  

    This doesn't seem to be possible either through any means (Zendesk API, Macros JIRA API), and I think I understand the rational - in the that the flow is from Customer Support (Zendesk) -> Internal Dev (JIRA).  This makes sense where you are only talking about development projects, but given that JIRA also a business process / workflow tool as well - this can be a limitation.

    So we have a network service that we provide to clients, and the change requests are made through Zendesk.  This same network service is used by an internal team for their product (we eat our own dog food).  We use JIRA for managing the internal teams on boarding process, one of the steps is to request a change on the network service, via Zendesk 

    We need a way that the JIRA users can link their Zendesk support ticket into JIRA.  Webhooks, API, big button, absolutely anything would be fine.  Even a horrible hack you don't support :-) 

    Any view on whether this is something on the roadmap?  Any issue open somewhere I can vote on?

    Many thanks

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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.

    2
  • Fabio Ferragi

    Hello,

    I'm having trouble to open tickets when the project type in JIRA is "Service Desk".

    After I select the project it hangs on the processing animation and when I inspect on the browser I see I get a "401 Unauthorized" response for the call on "https://{myZendeskURL}/proxy/apps/secure/https%3A%2F%2F{myJiraURL}%2Frest%2Fapi%2F2%2Fuser%2Fassignable%2Fsearch%3Fproject%3DHELP%26username%3D{myZendeskUser}%26startAt%3D0%26maxResults%3D100".

    If I set the project type to anything else this doesn't happen.

    I've added the "addon_zendesk_for_jira" in the Service Desk and still no good.

    Can anyone help me?

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  • Anna Everson

    Hi Fabio,

    The integration does not support JIRA Service Desk projects. Apologies for the inconvenience.

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  • 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

    2
  • 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
  • Nicole - Community Manager

    Thanks for the feedback, Melissa, and welcome to the Zendesk Community!

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  • Matthew Benn

    I've searched and cannot find the answer to this in any of the documentation I've found. 

    When creating a JIRA issue from within ZD, you can set the JIRA assignee, or leave as 'Automatic'. What logic is being used to determine the assignee? 

     

    Basically all of our linked JIRAs are being created/assigned to one JIRA user, and we need to change the user on that. 

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  • Jessie Schutz

    Hey Matthew! I'm going to check with some of my colleagues about your question - sit tight!

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  • Anna Roussanova

    Hi Matthew! The "automatic" assignee option falls back on the JIRA "default assignee" which is specified in the JIRA project (under Project Settings > Users and roles).

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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?

    1
  • Jennifer Zou

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

    1
  • 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!

    1
  • Yuri Mylis

    For everyone asking about syncing the JIRA issue key to Zendesk.

    We've started work on this feature but it is not as straight forward as some of the other fields. I can't give you an ETA unfortunately but it shouldn't be too much longer.

    I do want to mention that the main projects we will be focusing on for the next few months are:

    • New and improved JIRA app 
    • Field Sync enhancements 
    • Customization options

     

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  • Jennifer Zou

    Thank you very much for your updates, Yuri. I really appreciate it.

    Jennifer.

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  • Justin

    Hi everyone. Is it possible to create a story card and assign it to a specific Kanban board directly from a Zendesk ticket?

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  • Daniel Groves

    Yuri - Do you have any rough idea as to when this will be released? We are desperate to do an integrated custom view using the Zendesk API for our clients and NEED this information.

    Thanks

    Daniel

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  • Anna Roussanova

    Hi Justin, unfortunately that's not possible. You can only create JIRA issues from Zendesk.

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  • Yuri Mylis

    @Daniel, sorry but I can't comment on delivery timelines as we're dealing with ever changing priorities. All I can say is that at the moment we're working on a way to store the JIRA issue key on the linked Zendesk ticket.

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  • Daniel Groves

    @Yuri, thanks for the heads up.

     

    I'm surprised it's that hard.... going to:

     

    https://jiraplugin.zendesk.com/integrations/jira/account/ACCOUTNAME/links

     

    gives a list of Zendesk ticket numbers and associated JIRA keys.

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  • Larry Katz

    This might have already been mentioned but we have the integration setup using JIRA cloud, in workflows on jira issue status change we can update the zendesk ticket's status, that part works great, Is it possible for that to work in reverse? when a zendesk ticket is closed, it closes a linked jira issue?

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  • Jennifer Zou

    Hi Larry,

    As far as I know, the workflow can not be reversed. Closing a Zendesk ticket can not close a linked jira, because Zendesk JIRA Support Add-on does not support this feature.

    Thanks,

    Jennifer. 

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  • Phil Preston

    Hey 

    I asked before - but didnt see an answer,  Is there a way to set the relationship between a JIRA and a Zendesk ticket - from the JIRA side?

    Thanks

    Phil

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  • Jennifer Zou

    Hi Phil,

    No. For now, there is no way to link a zendesk ticket in JIRA. If this can be done, then this feature has to be added to the "Zendesk for JIRA Support add-on". I guess this will take a long time to be implemented. 

    And...Zendesk tickets and JIRA should be linked in Zendesk, this is the way it works...and this is the way that was designed to be...so that's why you can't link tickets from JIRA.

    Thanks.

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  • Phil Preston

    To say "Zendesk tickets and JIRA should be linked in Zendesk" - that really depends on your workflows.  We use JIRA for project management and client on-boarding, and use Zendesk for support / change requests for our services.  Zendesk faces off to our customers and to internal groups (i.e. we eat our own dog food, and we use the same interface for customers and internal).  The client on-boarding workflow includes requesting certain services via Zendesk.

    Given the JIRA side of the plugin can show Zendesk data, based on a association it has to look up from Zendesk, then it can retrieve the data. It surely isn't that complex to give it a value (i.e. Zendesk ticket id)  to use to retrieve data, rather than a lookup from Zendesk?

    If not - If there was an API call to set the JIRA ticket in Zendesk programatically - I could also use that.

    Thanks

    Phil

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  • 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
  • Yuri Mylis

    I have several exciting feature announcements to make.

    1. We've added support for syncing of the JIRA issue key! This means that keys of linked issues can be synced to the Support ticket. This is done by creating a custom "single line text" field and using the Field Sync feature to populate it. https://cl.ly/1A1K1s3Z2v2h

    You can use this feature to create a view with the issue keys. https://cl.ly/2q1G1b3n1l1h

    There are several edge case where the issue key won't be synced: JIRA project renaming, project deletion and issue deletion. These will be handled later on. 

    2. There is a slick new JIRA app in early access program that you can sign up for. Read more.

    3. We can now automatically add the last JIRA issue comment to linked Support tickets by using the JIRA workflow integration

    4. In Support, when copying the last comment to the issue creation form; it will now be appended to the existing text instead of overwriting it.

     

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