Using the Zendesk Support for Jira integration

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337 Comments

  • Jimmy Rufo
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    @Stephanie, it wouldn't show up in the JIRA ticket fields. It would show up in the sidebar of the JIRA ticket

     

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  • Stephanie Sjostrom
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    Jimmy Rufo Thanks I found it is buried in the sidebar under a section that looks to simply be a link to the ticket in Zendesk. Not a good design at all.

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  • David Hall
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    Hi Jimmy, glad you got it sorted out, and I'll note the feedback that you had trouble finding it.

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  • David Hall
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    We've made a couple of recent updates to this integration that I'd like to highlight:

    You can now get a quick view of how many tickets are attached to this JIRA issue in the right-hand sidebar, and click on the issue counter to see more details about those tickets.
     
    You can also easily add a comment to a Zendesk ticket from within JIRA.  There are two ways to do this:
    • If you’re viewing a JIRA issue that is connected to a Zendesk ticket, you’ll see a new option to “Add reply to linked tickets” in the sidebar.

    • Similarly, when viewing an issue you can add a comment as a Zendesk Activity.  When adding that comment, you can choose whether that comment should be added just this specific ticket or to any linked tickets.
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  • Leo Gillis
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    Is it possible to add the Jira create date into Zendesk.  I am able to retrieve the Jira ID, Jira Status, Jira Sprint but I am not sure how to pull into Zendesk for my reporting the Jira to create date.  Any ideas or suggestions would be appreciated.

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  • Jimmy Rufo
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    @David Hall - Can you add screenshots of the changes?  I've looked at tickets with linked issues and am seeing no real difference to the functionality.

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  • David Gillespie
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    Hi Leo - you could create a custom field in Jira and sync it back into Zendesk. See article on how to sync fields here: https://support.zendesk.com/hc/en-us/articles/115004257108

    Hi Jimmy - see screenshots of the updated UI below. 

    This is the "glance" view to show if any Zendesk tickets are linked to the Jira issue:

    And this is the updated UI for the ticket summary (accessed by clicking on "Linked Tickets")

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