Using the Zendesk Support for Jira integration



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Kristie Sweeney

Zendesk Documentation Team

Edited May 07, 2025


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144 comments

      Can I humbly ask what is the plan for API Support? 

      I see currently the primary endpoints are split between `/api/v2/jira` and `/api/services/jira` endpoints, the latter seeming to be the more out-dated one, but still essential for most requests. 

      Critically, there is no “update” or `PUT` route to update the link. When a Jira issue changes “Project” on the Jira side, the `issue_key` changes (the `issue_id` remains the same). For most use cases, this is fine, but we do a lot of reporting on these links and in order to have accurate link information, either the `issue_key` must continue to point to the deprecated issue key in Jira, or the existing link needs to be deleted, and recreated with the correct issue key, compromising the value of the `created_at` property. 

      There's already an `updated_at` property on the link, so it would be nice to be able to, you know.. update it 👉👈

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      Some Jira fields have description text associated with them that help users complete the fields with relevant information. Can the Jira field description/help text be displayed in the issue creation form on Zendesk? 

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      Hi, is it possible to set a trigger that automatically creates a Jira ticket when a Zendesk ticket is created, with some conditions? If not, is this something you could integrate? It would be definitely helpful.

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      Hi there!
      Thanks so much for the feedback here. It is unfortunate that the app does not have the ability to perform the formatting directly as it is now. But seems like Martin was able to find a workaround. Thank you very much for feedback and sharing the information.
       
      Have a nice day!,

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      I was able to do this - for me to add most of the post steps, I go to the text version where it shows all the transitions and create is not there.  If I switch to the diagram option, I see a workflow step for create, can click there and add the post function.   I didn't test it all the way through but I'm pretty sure this worked for me years ago.   Let me know!

       

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      Thanks 6681477558170, but it's not that what I need

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      7515575693082 If you are an admin in zendesk, you can make it visible in the JIRA app box instead of a private note.

       

       

      If you go to the jira linked app and then click on the cog, you can select what fields you want the agent to see at quick glance or what information you want them to view by clicking on the eyeball below it. Since that allows you to display JIRA data without having to go into JIRA to view it or posting comments

       

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      Hi!
      I read all the comments and I saw similar question but without the answer.
      My question is: is it possible and if yes so how can I post an internal note to Zendesk ticket from JIRA when Jira ticket is created? 
      I configured Zendesk support and it works perfectly for now. I'm posting internal notes to Zendesk ticket via Post Function when Jira ticket moves through the workflow. But I can't find a way to post such internal note when Jira ticket is just created.
      I need this for the support agent to easily track later the exact time when Jira ticket was created in relation to the conversation flow with customer.

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      Is it possible to enable formatting (rich text) in the description field when raising a Jira issue via the integration in Zendesk? Formatting is supported when raising an issue directly in Jira, so it should be supported in the app in Zendesk, ideally. Having the description field limited to plain text really limits the complexity of Jira issues that can be raised from the Zendesk integration. As a result, my team often finds itself submitting more complex Jira issues directly in Jira and then linking the Jira ID to the Zendesk ticket afterwards.

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      Hi All! Long time user of this integration; set it up many times and love the functionality.

       

      Recently one of our Jira projects changed their create screen to use a Cascading field which is listed as supported.

      However, when creating a ticket on that project, we get an error if we select a value that has NO secondary value in the cascading field. Meaning, it works if the field has dropdown items in the second level, but it errors if there is no selection avaiable. It assumes there is a value when there is not. 

       

      I.e. in our cascading field, if someone selects security, it works fine because there are secondary values.

      However, if someone selects APIs, it errors even though there are no dropdowns for that second piece

      Screenshots! 

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