Jira: Using the Zendesk Support for Jira integration

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319 Comments

  • 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!!!

    1
  • Yuri Mylis

    Thank you for the kind words Jennifer

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  • Daniel Groves

    Hi Yuri, We seem to have a bit of hit and miss with the Key Sync. Tested on Chrome and Firefox we get the following:

    1. The Key is generated and displays in the text field.

    2. The key displays and then disappears randomly.

    3. No Key displays.

    I have checked the web hook on JIRA cloud and it all looks OK. We also sync the Fix version which works perfectly.

    Any ideas?

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  • Anna Roussanova

    Hi Daniel, the behavior you're describing sounds very interesting. I've created a ticket to follow up with you.

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  • Bhavin Acharya

    Hi,

    I am facing a problem to sync Jira field with Zendesk. When I select Zendesk field name "Priority" and try to select Jira same field name, Jira system fields are disabled(please refer below image).

    Please help me.

    Thanks,

    Bhavin Acharya.

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  • Yuri Mylis

    @Bhavin, you can sync between a custom field and a custom field or a system field and a custom field, but no between 2 system fields.

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  • Bhavin Acharya

    @Yuri, ooh ok. Thanks a lot for your prompt reply.

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  • Vishal Gautam

    I am trying to configure this JIRA plugin to integrate our On-prem JIRA with Zendesk. During configuration setting of Zendesk url and credentials, Zendesk tries to reach out to our On-prem JIRA which is behind firewall. Do we need to allow this access or is there any other way? If yes then, it means to punch a hole in our firewall, is there an IP range we can use for Zendesk servers? Please guide.This might have been discussed earlier, but I could not find so pardon me if this is a repeat. 

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  • Anna Roussanova

    Hi Vishal, the JIRA setup article includes all the special considerations for setting up the integration for JIRA OnPremise, including a link to the IP addresses that need to be allowed through the firewall!

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  • Joel P

    Version 4 is nice, but there are two things that make it harder to use than version 3.

    1. When creasting an issue, the "jira_escalated" tag is added to the ticket in edit mode instead of in the background. This means that I now have to make sure I Submit changes to the ticket even though I have made no changes to the ticket. In version three the tag was added regardless of whether I submitted any changes to the ticket. I prefer version 3's approach because there is no reason to skip adding the tag once the issue is created in JIRA. 
    2. (Bug?) In the Create Issue dialog, typing in a combobox does not filter the results. We require Component/s (multi-select) and Priority (single select) in our JIRA project so you can possibly use those as examples to reproduce.
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  • Jessie Schutz

    Hey Joel! Thanks for the feedback on this!

    I'm going to pass this along to our JIRA experts to make sure they're aware, and see if they have any information to share about it.

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  • Laura Hippert

    Hi Joel! I would love to talk to you more about your Jira questions/comments, but it might be easier to do so in a ticket, so I have created one on your behalf. I will reach out from the ticket shortly. 

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  • Felix Starzer

    Hey,

    is there any possibility to 

    1) Take the whole text of Zendesk (Customers Question + comments) instead of the last comment into Jira?

     

    2) How can I add the current Sprint to Zendesk? In Jira it's the custom field sprint (sprint) but I cannot set a sprint custom field in Zendesk :/

    Anyhow I cannot select it.. (see screenshot)

     

    Thanks!

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  • Yuri Mylis

    Felix, all ticket comments are displayed on "Zendesk Support" tab on the linked JIRA issue.

    "Sprint" can be mapped to a custom text field.

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  • James Rago

    In v3 or v4 can you sort or organize the chosen fields that you enable on the Summary or Detailed view? 

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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. 

    1
  • Lalitha Viswanathan

    Hi Yuri,

    Wanted to report an issue observed in our environment where we have enabled JIRA-Zendesk integration.

    1. Field mapping is enabled between Status field in Zendesk vs. Custom field in JIRA

    2. We are using the above to sync any changes in Zendesk status into JIRA, via code written in JIRA's script listener which is marked to trigger on 'Issue Update'. 

    3. We have also defined Webhook to do the field sync on issueUpdate on JIRA end.

     

    Issue observed is that whenever there is Zendesk status change, the same is not updated into JIRA mapped field until I move inside the JIRA issue when issue_updated is fired.

     

    This is impacting the data integrity between JIRA and Zendesk statuses unless a user goes inside the JIRA ticket to fetch latest status.

     

    Pls help resolve/advise?

     

    Thanks

    Lalitha

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  • Nicole - Community Manager

    Hey all - 

    Yuri is out of the office this week, so apologies for the delayed responses. I'm sure he'll jump back in to the conversation once he's back at work and caught up. Stay tuned!

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  • Yuri Mylis

    @James, unfortunately the sort order is predetermined and is not configurable.

    @Jennifer, thank you for the feedback. This is one of the scenarios we currently don't handle with issue key sync, as well as project deletion and project renaming. We will be looking to address these limitations in the future but I'm curious to hear how critical these are for you.

    @Lalitha, best way to understand what's happening here is to move this conversation to a ticket, I'll raise one on your behave and one of our agents will reach out to you shortly.

     

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  • 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.

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  • Justin

    When using Jira Cloud, is it possible to solve a Zendesk ticket upon completing a Jira issue? We tried setting up some post function triggers to do this and add a tag to the ZD ticket, but these specific updates aren't being pushed to Zendesk. Any ideas?

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  • Jessie Schutz

    Hey Justin! I'm checking to see if any of our JIRA experts can help you with this. Stand by!

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  • Niall Colfer

    Hi Justin,

    You would need to configure a JIRA workflow to post an update to the linked Zendesk ticket when the status of the JIRA issue changes. You can e.g. update the status and/or add a comment. You can find more information in our article Updating a ticket when the status of a JIRA issue changes.

    Hope this helps!

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  • 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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  • Wolfgang Montag

    Same problem as Rob Gilliam here .. integration works fine on both sides (jira and zendesk), but the link to the "linked issue" is not shown anymore

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  • Niall Colfer

    Hi Rob and Wolfgang,

    Thanks for letting us know, I'll create tickets for you both so that we can gather some details and investigate. I'll be in touch shortly via email.

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  • Niall Colfer

    Update: Our JIRA team has confirmed an issue that prevented the linked issues for showing for some users, and we have released a fix. This should now be resolved.

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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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  • Jamie

    Also having the Configuration Linking issue with a specific user and with "Closed" tickets only.

    Also, attachments in the create from Zendesk are not coming over to Jira.

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  • Yuri Mylis

    @Jonathan and @Jamie. We have found what was causing this issue and deployed a fix. Should be all good now.

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