Using the Zendesk Support for Jira integration

Have more questions? Submit a request

328 Comments

  • Gentry Geissler
    Comment actions Permalink

    Hi Zorah,

    I think this request could end up being a little complicated to explain so I will pull this one into a ticket for us to discuss further. It should be possible with the way the JIRA integration works, but it will be dependent on your workflows. Keep an eye out for that email!

    0
  • Gentry Geissler
    Comment actions Permalink

    @Peter 

    You may want to review the document https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-Jira-field-syncing-feature

    if you haven't already, also taking a look at the requirements and limitations.

    0
  • Mack Wong
    Comment actions Permalink

    When we select certain projects, Issue Type drop down menu shows "Search failed..." and we cannot create Jira ticket for those projects. 

    Checked that the account we used to setup integration has admin rights and sufficient rights to create issues in those projects on Jira. What are the possible root causes that make it stops working? How should we trouble shoot this issue?

    0
  • David Gillespie
    Comment actions Permalink

    Hi Mack,

    Thanks for bringing this to our attention, I've raised a support ticket so our teams can look into this.

    David

    0
  • Wilfred Kaw
    Comment actions Permalink

    Hi Mack,

    There could be a couple of factors that may be affecting the ability to search for an issue. First thing to check whether you have any project restrictions set within your configuration which is found via: Setup (COG icon) > Add-ons > Zendesk > Manage > Configure > Project Restrictions. If there are some set here that link up with the one's that won't allow you to view any linked issues, bring them over to the Allow Projects column temporarily to confirm whether they reappear after a refresh. If not, I would recommend disconnecting and re-connecting your integration within the Zendesk add-on which is found under the same section (Setup (COG icon) > Add-ons > Zendesk > Manage > Configure >) but within 'Settings'.

    Let me know, how you go.

    Thanks!

     

    0
  • Shanta Nathwani
    Comment actions Permalink

    We've been using Zendesk for about a year and have been using the Jira integration nicely. Having the ability to sync Issue Id's in Zendesk for reporting is great. I've just added that syncing to the field that I've been manually updating as we go, which is a text field. I realize that the field will not update unless the Zendesk ticket is updated. I just updated one, the field was blank, and it didn't update. Thoughts?

    0
  • Jake Gulick
    Comment actions Permalink

    Any update on sending the attachments from tickets when created in zendesk to jira instead of a public link? Being in healthcare we can't have these be just a link.  I am still surprised this very requested feature has not been completed. Is it not technically possible?

    0
  • David Gillespie
    Comment actions Permalink

    Hi Shanta - are you able to provide some more context behind your problem? Which fields were you updating and what were they being updated from & to?

    Hi Jake - there has been a lot of feedback on having secure attachments available between the two systems. We've taken note of this and have added this as a priority item to our backlog. Unfortunately I can't provide a confirmed date yet but will update this feed when we have one.

    0
  • Shanta Nathwani
    Comment actions Permalink

    I was using the advice from @Gentry above: https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-Jira-field-syncing-feature

    I'm attempting to send the Jira key to Zendesk. I've set this last field up recently: 

    I have that field in Zendesk as a text field:

     

    The article above describes that the tickets won't update automatically, but that the field would update if the Zendesk ticket is updated. I've done this for a few tickets, but the Jira Key field in Zendesk is not populating with the key from Jira. 

    0
  • Anna Roussanova
    Comment actions Permalink

    Hi Shanta, I created a ticket for this issue! I'll get back to you with more details in there :)

    0
  • Morgan Imel
    Comment actions Permalink

    Hi all! We want Zendesk priority to be used in our Jira issue prioritization process. Ticket priority is visible on a Jira issue, however, it's not very accessible at all.

    To see the Zendesk priorities in Jira, you first have to click "Zendesk Support" and then open every ticket card to see the priority of each ticket (in Jira's "new issue view"). See image:

    This is too much work for a product manager to do when assigning priority to a Jira issue so we are looking for a way to map the "highest priority" of all of the tickets to a custom field in Jira.

    I've messed around with the field mapping functionality, but if I map priority to a custom field, the value continues to get overwritten each time a new ticket is added. So if I link a high priority ticket to a Jira issue then link a low priority ticket, then the field in Jira would only say "low".

    Does anyone have a solution for this? We will probably end up writing a script to do this via the API if there isn't a native solution. Thanks!

    0
  • Garrick Rohm
    Comment actions Permalink

    Hi Morgan,

    Yep, we'd recommend aggregating these customer tickets as incident tickets linked to single problem ticket as described here: https://support.zendesk.com/hc/en-us/articles/203691086-Working-with-problem-and-incident-tickets

    Then, simply link the Problem Ticket to the corresponding JIRA issue instead, set its priority appropriately, and field sync that over to a custom field in JIRA. 

    0
  • Morgan Imel
    Comment actions Permalink

    Thanks for the speedy response Garrick! We don't currently use problem tickets and I think that would be a lot of overhead for us right now. We'll look into using the API!

    0
  • Ricardo Alfaro
    Comment actions Permalink

    Jira is moving to a new issue view and the notify button is not displaying on that view. We can switch back to the old view in Jira for now, but I suspect that will be short lived. Is this something that you will be working with Atlassian on to update before the new issue view becomes the only way to view Jira issues? 

    If not, then we will not be able to post comments to Zendesk tickets from Jira once the old issue view is deprecated.

    0
  • Ricardo Alfaro
    Comment actions Permalink

    Nevermind. There is an extra click now to view more details of add-ons. You have to click the "open Zendesk Support" link to see the notify button now. 

    It didn't look like a button because before you click on it, it is not highlighted or have the arrow next to it. One extra click now, but still works. 

    0
  • David Gillespie
    Comment actions Permalink

    Hi Ricardo,

    Thanks for your feedback. We have just kicked off the design work to update the UI on the Jira side of the integration.

    We're looking to move to align with the new Jira Issue design and improve some of the functionality. More updates to come soon!

    Thanks,

    David

    0
  • Shannon Brown
    Comment actions Permalink

    Zendesk team, the failure to support a one JIRA to many Zendesk instance use case is a major limitation for the Enterprise customer. The push to third party solutions for this carry the same risk/cost as the original ServiceRocket version, where the third party drops support after a huge time and money investment to get it working. If the future business of Enterprise level customers matters to you, I strongly urge that you find a way to get this back onto your roadmap. Thanks.

    1
  • David Gillespie
    Comment actions Permalink

    Hi Shannon,

    Thanks for the feedback. We've had this request from a number of customers so it is high on our to-do list.

    Thanks,

    David

    0
  • Shannon Brown
    Comment actions Permalink

    Thanks, David. Anything you can do to accelerate this is greatly appreciated. With Azuqua dropping support for their integration, the need is urgent. 

    0
  • Jimmy Rufo
    Comment actions Permalink

    @Yuri - Are there plans to be able to @ someone on the JIRA side, via the notify JIRA feature?  Right now, we can't use any JIRA markdown within the JIRA notify box in Zendesk, which causes some limitations in the two way communication.  Thanks.

    0
  • David Gillespie
    Comment actions Permalink

    Hi Jimmy,

    Thanks for the feature suggestion. We currently don't have this on our roadmap but will update this thread if anything changes.

    Thanks,

    David

    0
  • Sofia Strasberg
    Comment actions Permalink

    Hi there, I would need to make a report with the # of tickets linked to a Jira Card, and its status. Is it possible?

    0
  • Dan Ross
    Comment actions Permalink

    Hi Sofia,

    The best way to do this report is within JIRA itself, there's no means to access the # of linked tickets from Insights or Explore, unfortunately.

     

    0
  • David Gillespie
    Comment actions Permalink

    Hi Sofia, 

    This might also be helpful too: https://support.zendesk.com/hc/en-us/articles/227745787-Jira-Linked-tickets-reporting

    Thanks,

    David

    0
  • Jon F
    Comment actions Permalink

    Is there going to be a time when the Zendesk-JIRA integration, "JIRA" app, authored by Zendesk, works with multiple JIRA instances?  As of now in v4.0, the integration only supports a single JIRA instance, as seen in these comments: https://support.zendesk.com/hc/en-us/articles/203660206/comments/360000339867 and https://support.zendesk.com/hc/en-us/community/posts/360002352307-New-Feature-Request-Link-to-multiple-JIRA-instances

    We have two JIRA instances.  We know that there is at least one alternative application that allow adding another JIRA instance to Zendesk to bypass the one JIRA instance only limitation that the existing app created by the Zendesk team contains, to allow for getting another instance to connect to have Zendesk-JIRA integration.  However, all the alternative apps are pricey, about 40 cents per ticket created after the "Free" trial expires.  However all of the alternative app options, including the "IntegrateCloud Zendesk-JIRA Integration" app,  appear to be pay per use and can get very expensive for us when we have the need to link to and create an average of 10 Zendesk tickets to JIRA issues daily x .40 cents x 30 days = $120 USD per month, this is about what we pay for our entire monthly Zendesk subscription.  Even though the app in this particular app in the Zendesk Marketplace is shown as "Price: Free", it is only free to install but it is still pay to use after the first 20 tickets are created, it would cost about 40 cents per ticket creation if we were to start actively using this alternative app, in addition adding comments via the "Notify" feature are charged per comment added.  As seen on their Support FAQ page here (https://integratecloud.azuredesk.co/SupportHome/Index.aspx) mentioned in the "What is a transaction?" section:

    If you create a ticket in Zendesk and send it to JIRA that is considered as 1 transaction. Now when you add some comments in JIRA for linked ticket and send back to Zendesk its considered as 1 transaction. So total 2 transactions. Every time integratecloud sync comments or any piece of information from Zendesk to JIRA or Vice Versa that will be considered as transaction.

    I see the big downside to the "IntegrateCloud Zendesk-JIRA Integration" app in the Zendesk Marketplace is that it looks like this "Free" version is not free, only "Free for 20 tickets", and will expire after 20 ticket creations. The software author replied with the "Free for 20 tickets" comment seen in another Zendesk Help Center forum response. Once the "IntegrateCloud Zendesk-JIRA Integration" app times out it will cease to work and require a license and using their Price Calculator it would incur or estimate to be a 40 cents per ticket creation / linked ticket / new comment charge.

    In addition, compared to the "JIRA" (Zendesk Support for JIRA) app, available in the Zendesk Marketplace, authored by Zendesk, that app is less buggy compared to the alternative apps that we have tried that support Zendesk-JIRA integration.  We also do not like that we have to install, maintain, and have end-users utilize two different apps in their Zendesk ticket view just to allow the two different JIRA instances to work, and one app has a completely different UI compared to the other app, and in this case the alternative apps are somewhat buggy and somewhat less feature rich compared to the one authored by Zendesk.  The main issue I have would be the cost in using an alternative Zendesk-JIRA app, we pay enough for our Zendesk and JIRA subscription to begin with to have to worry about a 40 cents cost per new or linked ticket and per comment fee (transactions) just so that we can have one more JIRA instance tied to our Zendesk.

    Thank you.

    0
  • David Hall
    Comment actions Permalink

    Hi Jon,

    Thank you for the feedback.  We've heard from a number of customers that being able to link with multiple Jira instances would be useful, and it's something we're considering.

    I take your point about the pricing information on the App Marketplace not being as transparent as it could be.  I'll pass that on to the team that looks after that area.

    Thanks,

    David

    0
  • Lorena Delos Santos
    Comment actions Permalink

    Is this Jira app going to be supported for v2 of Zendesk? I'm confused because I guess there's another app called "Jira Legacy" and I'm hoping that this app is not the legacy app.

    0
  • Yuri Mylis
    Comment actions Permalink

    @Lorena the current Jira app is v2, no need to be concerned. 

    1

Please sign in to leave a comment.

Powered by Zendesk