Jira: Using the Zendesk Support for Jira integration

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319 Comments

  • Hendrick Hassert

    Hi!

    Great feature!

    But - this part on the Notify Zendesk button "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."

    This don't appear to work - the notification is logged as a comment in Jira and Zendesk tickets but, no email is sent.

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  • Yuri Mylis

    Hi everyone, I'm excited to tell you about a long requested feature we just released - "project restrictions". 

    Admins now have control over which JIRA projects will be available through the JIRA app in Zendesk Support. This means that agents won't be able to create issues or link to issues in restricted projects.

    The feature is configured from the add-on configuration page in JIRA, admin permissions are required.

     

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  • Rebecca

    Hi Nguyenhoang-

    We do not have a public API at this time for the Zendesk - Jira integration however I do believe this is something our Jira team is working on and looking to make available down the road.

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  • Erik Hansen

    Is there a token or something required by the plugin?  I've found that the integration often breaks and we see something like the following:

    We have to reinstall the add-on every few days.

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  • Chad Ferguson

    Hi Erik,

    Thanks for reaching out - I am going to go ahead and reach out to you in a ticket so we can discuss your issues further.

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  • Alan Canode

    Would it be possible to increase the linked ticket limit to something significantly over 200? :)

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  • Jessie Schutz

    Hi Alan!

    I think the integration was built by JIRA, so that would be up to them...but let me check with Yuri to see if there's any other information available about this.

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  • Ted Tsuchiya

    I want to disable public comments but I don't see what the article states. Am I looking in the wrong spot?

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  • Anna Roussanova

    Hi Ted,

    The setting to disable public comments is actually on the JIRA side of things. Go to JIRA > Add-ons > Manage Add-ons > Zendesk for JIRA. There should be a check-box near the bottom of the Settings tab to let you disable public comments.

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  • Dhanush R L

    Hi Team,

    Is there a way we can add/Append the custom field values to description/summary while we are transfer the issue to JIRA. We have many fields in zendesk but not all are present in JIRA and we still need these data to be passed on and appending them in summary/description will help.

    Warm Regards

    Dhanush

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  • Andrew Schreiner

    Is there any way to copy the images from the Zendesk ticket to jira rather than just link them? We have attachments set to private so no one in jira is able to view the attachments. 

     

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  • GuyCooper

    HI

    Is there anyway to map the 'solved' status in ZenDesk to a particular status in JIRA (eg Closed).(or to mark the issue as 'Resolved' in JIRA).

    Thanks

    Guy

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  • Yuri Mylis

    @Dhanush you can't do this when creating the issue but you can do this once the issue has been created using field syncing feature

    @Andrew this is not possible currently and there is a forum post with this feature request. Please vote it up. 

    @Guy workflow events are only one way, Jira->Zendesk. Please post a feature request on our product feedback forum.

     

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  • Jennifer Zou

    Hi Yuri,

    May I submit a new feature request? 

    I would like to sync “Issue Type” field in JIRA with Zendesk. Our use case is:

    If the linked JIRA's Issue type is bug ->change ticket status to on-hold.

    If the linked JIRA's issue type is anything else -> solve this ticket immediately.

    Thanks,

    Jennifer.

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  • Yuri Mylis

    Hi Jennifer, thanks for providing the use case for your request. What you are asking for is more complicated than just adding a particular field type.

    To implement this use case the integration would need to both support syncing of Jira system field to Support system field and map values (status<>issue types). Both these are not currently supported which means the effort to do this is significant.

    I'm happy to take on board your request but I also encourage posting it on our product feedback forum which would allow me to asses wider interest.

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  • James Rago

    @ Yuri Is there a way to map the visible field name and values instead of the key name? This is specific to the Zendesk add-on that is visible in JIRA. IT shows the key values of field values instead of the user friendly name.

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  • Yuri Mylis

    @James, it's not currently possible but there it's in our backlog. I'll raise a ticket on your behalf so you will get notified once it's done.

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  • Paul

    Question: i have setup the connection for the "sprint" field in jira to a custom text field in zendesk. So when i give a ticket in jira a sprint value from the dropdown the value will show up in zendesk.

    But is it also possible to get the sprint values in a dropdown inside zendesk? So when creating a ticket via Zendesk i can directly set the sprint value instead of going to jira, edit the ticket, select the sprint value.

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  • Jiri Micanek

    Hello Yuri and the Zendesk team,

    first of all I have to say we really enjoy working with this plugin and it has really changed the way we work to much more effective. 

    I have one concern though, which seems to be quite common based on the comments. As syncing comments from Zendesk to Jira is off to remove noise, it is hard for our developers to know when a zendesk ticket has been updated by our customers. Checking zendesk tab in Jira for new comments on regular basis is not a solution and our aim is to make sure our developers don't have to go to Zendesk for them. 

    I have read your comment here: https://support.zendesk.com/hc/en-us/community/posts/205060357/comments/115000996348 and I would like to hear more about the feature. The ideal solution would be posting public comments or comments from customers directly to Jira so that people watching Jira tickets can receive notifications. 

    Can you please let me know what are the options? I think we would be interested in using this feature. I would be also more than happy to have a call to discuss these.

    Thank you in advance,

    Jiri

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  • James Rago

    @jiri I would like to hear the same. I do have a recommendation that if they are working on private comments syncing, it would be nice to restrict that to maybe a specific string, or make Jira a target in a trigger. This was the agent can run a macro that pushed notes to Jira only when needed.

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  • Jessie Schutz

    Hey Paul, Jiri, and James!

    I'm going to see if I can get one of our JIRA experts in here to help you out. Stand by!

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  • Rebecca

    Hi Paul - 

    I did some testing and unfortunately it does not look like its possible to map or sync the Jira Sprint system to field to any field type in Zendesk besides single line or multiple line text. While not ideal, you could create a custom field for the sprint values in Zendesk and then sync this to a custom field in Jira - you could then build a Jira workflow to set the Spring field value based on the drop down field value. Sorry for the limitation in this case!

    We have more on supported field syncing types here - Using the JIRA field syncing feature

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  • Laura Hippert

    Hi Jiri and James- the "Notify" feature was added to the JIRA app, so that you can push a specific notification from the Zendesk ticket if needed. This comment is then added to the Activity section in JIRA. You can read more about this feature in the following link:

    https://support.zendesk.com/hc/en-us/articles/203660206-Using-the-Zendesk-Support-for-JIRA-integration#topic_jxk_mwc_zm 

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  • Jiri Micanek

    Thank you Laura, my primary interest was a notification about our customer adding a comment in Zendesk. The notify button doesn't really help in this case. I was also mentioning previous comment by Yuri, which I have linked to my comment. There, he mentions the options of feeding these comments into Jira.

    Thank you,

    Jiri

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  • Phil Sexton

    We can see the JIRA tickets and info from Zendesk but we cannot create new JIRA tickets, it keeps coming back and asking for the Client_ID (a Default field in our JIRA) which is not even listed. So we need to make sure that "Brand" in ZD matches "Client_ID" in Jira.

    How do we do that??

    Regards

    Phil

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  • Beth Hopper

    We are no longer seeing labels come over, with a prefix of jira_. This has not been working a little while, it seems. Any ideas?

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  • Jessie Schutz

    Hey Phil and Beth!

    I'm going to see about getting one of our JIRA experts in here to help you out. Stand by!

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  • Beth Hopper

    Thank you so much Jessie! This has put some brakes on our reporting. We use that field in Jira, to determine if there is a linked Zendesk ticket on the issue. I appreciate your help!

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  • Ivano Sergi

    Hello guys, I wanted to double check something with you :)

    Would it be possible Linking multiple Zendesk accounts to JIRA?

    Any suggestion here or best practice?

    Many thanks in advance for your time,

    Ivano

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  • Amie Brennan

    Hi Ivano,

    At present it's not currently possible to link multiple JIRA accounts to Zendesk. Our database links one subdomain to one JIRA base url. 

    Hope this helps with your query on this one. :)

    Best,

    Amie

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