Using the Zendesk Support for Jira integration

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340 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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  • Bobby Koch
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    All, 

    2 questions. 

    1. Is there a way to change the default comment "Please see Zendesk Support tab for further comments and attachments."?

    2. Sometimes, when our agents are using the integration, the reporter shows up at Zendesk Support for Jira, does this happen to anyone else periodically? I am going to start passing the assignee field into JIRA, but obviously I would prefer the default to work. 

    Thanks a bunch! 

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  • David Gillespie
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    Hi Bobby,

    1. Unfortunately this feature isn't available.

    2. In the cases when the reporter shows up as Zendesk Support for Jira, is the reporter field show as a ticket field when the ticket is created? 

    Thanks,

    David

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  • Alan Jacobs
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    On the whole this integration is very welcome. 

    A snag I noticed which I am having a hard time finding other accounts of public-checked comments appearing as private

    Results in a private comment: -

     

    Ah ok this maybe controlled by the Jira admin..Sharing in case anyone else hits it

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