Using the Zendesk Support for Jira integration

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375 Comments

  • Frédéric

    Hello,

    I wish an internal ticket could be added automatically on the Zendesk Ticket when a jira ticket is created.

    Anyone have an advice how to setup such action?

    Thanks!

     

     

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  • Henri Pakola

    Is there a reason why the ’copy fields from this ticket’ button copies the latest comment rather than the description? 

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  • Ilia Kassianenko

    Hi Yuri,

    I am struggling to find documentation on how to pull company information from a Zendesk ticket into Jira ?

     

    ilia

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  • David Gillespie
    Zendesk Product Manager

    Hi Frederic - unfortunately this isn't possible in the current integration

    Hi Henri Pakola - this was deliberately designed this way because the majority of customers were using the latest comment. 

    Hi Ilia Kassianenko - what sort of information are you trying to pull? Is it in a custom field on the ticket or somewhere else?

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  • Yaniv Dayan

    "Adding a comment to linked Zendesk Support tickets from a Jira issue" - Seems like it is not possible to add a comment from Jira if the ticket is closed (a Ticket becomes closed after 28 days of Solved).

    Any way to bypass it or force Jira to create a Follow-Up ticket?

     

     

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  • Wilfred Kaw
    Zendesk Customer Advocate

    Hello @Yaniv,

    I'm afraid there's no current workaround within the integration to achieve this. Please keep an eye out on JIRA articles and ensure to follow our announcements page as there may be improvements in the near future.

     

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  • Yaniv Dayan

    Thanks Wilfred Kaw, we are now trying to workaround it by settings ticket's status On Hold instead of Solved until the Jira ticket is closed. 

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  • Joanne Filbin

    Our tech team use Jira, but not Zendesk. Our Customer Service team use Zendesk, but not Jira. We installed the Jira app on Zendesk in the hope it would provide an efficient interface between the two. Unfortunately it has not, and here is the reason why - there is no efficient way of the two teams communicating to eachother in a dialogue. 

    Here is an illustrative example - the CS team raise a ticket for a technical glitch. They create a Jira issue via the Jira app. Great. Should the tech team need to know more, they post on the Jira issue. This comes up on the "eye" screen on Zendesk. Great. But then how does the CS team respond? At present they respond via an internal note, which does not appear on the "eye" screen, as the next comment in a logical flow.

    Where can my team see the flow of the conversation, if a few emails back and forth between Tech and CS are required to diagnose and fix the issue? Nowhere.

    There is also no single place where a comprehensive "chat" can be referred back to in future, if we ever need to refer back to the ticket. The functionality doesn't really make sense. In order to re-read through an issue, or even brief oneself as it is being resolved in real time, one must read one comment on the eye screen, then dig around for the internal comment response, then switch back to the eye screen, then go away and dig around for another internal comment..... It's hugely inefficient.

    What is also very disappointing is that we have to pay for the privilege by way of an additional seat, just for the Jira integration. We are a startup and can't afford to be wasting money, especially for something that doesn't work optimally.

    Please can you make the eye screen commentable for the Zendesk user. This would enable us to see in one place what the conversation flow is, between the Jira and Zendesk users

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  • David Gillespie
    Zendesk Product Manager

    Hi Joanne Filbin,

    Have you tried using the Add a comment to linked Zendesk Support tickets from a Jira issue feature?

    This allows your Tech team (in JIRA) to add an internal comment or public reply to one or many of the linked Zendesk tickets. Any comments or replies to the Zendesk ticket will show up in the Zendesk Support section in the JIRA activity list.

    If you're looking to have dialogue between the two teams I'd recommend this feature, it should fulfil your use case. 

    Thanks,

    David

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  • Marc Dufour

    We have this implemented but when we create a new Jira entry it creates it into the Backlog instead of the Board. Is it possible to configure it to do this?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Marc,

    Can you tell us more information about how you go implement the integration? Thanks!

     

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  • Maggie M

    I'd like to be able to sync the Issue Type from Jira to Zendesk so we can accurately report on our backlog and the nature of the tickets that have been escalated from Jira. Would this be possible at any point?

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  • Yaniv Dayan

    Hi,

    We can link a ZD ticket to Jira from the ZD side, but from the opposite way - creating a new issue on Jira, how can we link a ZD ticket to this issue, from the Jira side? 

    Is there any API that allows that?

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  • David Gillespie
    Zendesk Product Manager

    Maggie M & Yaniv Dayan,

    This isn't possible through the current integration but you could potentially create a custom app that did this. 

    There's an API available that can create, list and delete links. See this developer documentation for more details.

    Thanks,

    David

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  • Cchiofalo

    Yuri Mylis is there an option to make a post back to ZD from JIRA when an @mention occurs in a JIRA ticket? Would like to be able to use an @mention as a trigger for a ZD ticket status change.  Thanks.

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