Using the Zendesk Support for Jira integration

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362 Comments

  • Jimmy Rufo

    @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

    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
    Zendesk Product Manager

    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
    Zendesk Product Manager

    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

    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

    @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
    Zendesk Product Manager

    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

    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
    Zendesk Product Manager

    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

    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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  • Jon F

    From the comment to my post 8 months ago, "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."  Has there been any update regarding this?  This is for the official JIRA app (built by Zendesk) available in the Zendesk marketplace.

    I have been utilizing the "IntegrateCloud Zendesk-JIRA Integration" third-party app up until recently to connect my second JIRA instance to Zendesk still to this day shows as "Price: Free" in the Zendesk Marketplace but the company has decided to charge $300 USD per month to use / license the app, even though that app still to this day is advertised as "Price: Free" in the marketplace listing (https://www.zendesk.com/apps/support/integratecloud-zendesk-jira-integration/?source=app_directory) I only use that app just so that I can connect my second JIRA instance to Zendesk, as the standard JIRA app can only connect a single instance to Zendesk.  I was told the "Price: Free" in the app description would be looked in to by an employee of Zendesk in this thread, as deceiving practice in the Zendesk Marketplace, seen for some apps to this day.

    We only use the ticket linking feature for the app and actually only use it 3-4 times a month so it is not worth the $300 USD per month that this company wants to charge to keep using it.  See the most recent review for this particular app at: https://www.zendesk.com/apps/support/integratecloud-zendesk-jira-integration/?source=app_directory to know that the pricing for this third party app is out of hand, just to get a second JIRA instance connected to Zendesk.  I suppose they are taking advantage of the fact that the official JIRA app that is created by Zendesk team, which only supports a single instance, can only support that single instance at this time so that is what prompts other companies to write a third-party app.  Then they charge an absorbent amount for the right to connect a second instance because of the lack of support for that in the official JIRA app.  We pay enough as it is for Zendesk and JIRA licenses, and it seems like it would not be a heck of a lot of trouble to be able to add another instance connector to the JIRA app to allow communication for even just a second JIRA instance to talk to Zendesk.

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  • Miguel Contreras

    Are we able to remove "jira_escalated" from getting applied? It is causing issues with our eng team and there seems to be a bug with one of them that keeps reapplying it.

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  • David Gillespie
    Zendesk Product Manager

    Hi Jon,

    Thanks for flagging this with us, I've forwarded your complaint onto the team that manages the apps marketplace. 

    I don't have an update on integrating multiple instances of JIRA into Zendesk, but I've captured your feedback and will let you know if we decide to build this.

    Hi Miguel,

    Unfortunately we can't remove the application of the "jira_escalated" tag due to the way the integration works. We've had a few customers request this be removed or be able to configure the tag name, and I'll let you know when we prioritise this feature.

    Thanks,

    David

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  • ioannis

    Hi all,

    We are trying to get a list of the ZD tickets that are linked to JIRA issues.

    After some research, I figured that it is not possible to extract this list from JIRA directly but one has to do it via ZD. Can you please confirm my understanding?

    Taking that route, we have created an attribute on ZD which shows the Fixed Release field from JIRA. When an issue is assigned a release from the engineering team, the ZD agents can see this on the ticket page. Our problem is that some of the ZD tickets are linked to multiple JIRA issues with different fixed releases. Thus, the ZD attribute value is not always representative and we are missing some tickets from our reports.

    What would be the proper way to overcome this limitation?

    Best regards

    Ioannis

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  • Morgan Imel

    Hi ioannis, would this help you? https://support.zendesk.com/hc/en-us/articles/227745787-Linked-tickets-reporting
    This requires creating a custom field on the Jira side, but once you do that, it will maintain a list of ZD IDs in that custom field on the Jira issue.
    I'm not sure this addresses your need about seeing release versions, but from your first two lines I thought this might be helpful.

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  • ioannis

    Thank you Morgan Imel ! Adding the "Zendesk Ticket IDs" custom field is exactly what I need.

    Do you by any chance know how to update existing issues with this information? It seems that when opening the JIRA issue, this customer field for the issue is updated. Do I need to reindex the JIRA database in order to bring this information to JIRA without manually opening each issue?

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  • Morgan Imel

    ioannis, I was wondering the same thing recently and found a comment left by the PM saying that you need to either open the Jira issue or a ticket linked to the issue for the fields to populate. I don't think there's any other option, unfortunately.

    From the comment here: https://support.zendesk.com/hc/en-us/articles/227745787/comments/211658287

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  • ioannis

    Thank you Morgan Imel !

    It is unfortunate that we cannot bulk update the existing issues.

    I'll write a script to automate the process by opening each JIRA issue on the browser.

    Thanks again
    Ioannis

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  • Robert Bouchard

    Hello Everyone,

    Not sure if this would be the correct thread to ask but I was curious about a possible integration with Jira.  We currently use Zendesk for our support team and Jira for Ops tasks, which overlap frequently.  When a Zendesk ticket is closed is it possible to set the Jira task to done?  

    Thanks in advance, 

    Rob

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  • David Gillespie
    Zendesk Product Manager

    Hi Robert Bouchard

    Thanks for reaching out with your use case.

    Unfortunately our integration is only supports workflow updates from JIRA -> Zendesk, not from Zendesk -> JIRA. 

    I've noted down your feedback for the integration, and can let you know if we do develop this in the future.

    Thanks,

    David

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  • radha kasam

    We follow your articles regarding JIRA issues. Presently am pursuing JIRA Certification. your posts very helpful to our beginners

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  • Ruth Recktenwald

    As mentioned above, I'd like to ensure that the Reporter in the JIRA ticket is the person who created the ticket from Zendesk, rather than showing "Zendesk Support for JIRA". I gave the Zendesk user permission to modify the reporter, but that didn't do the trick. 

    Is there a way to do that? 

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  • David Gillespie
    Zendesk Product Manager

    Hi Ruth Recktenwald,

    You are able to add a reporter onto the ticket when it's created in the sidebar app in Support. Are you seeing the Reporter field show up?

    Thanks,

    David

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  • Shane Johnson

    We're noticing an issue that we do not have the ability to use or edit using the Jira Markdown tools nor can we add images. 

    This becomes a problem when trying to add script data or server locations. For example, entering something like CUSTOMERNAME\\SERVER will turn it into CUSTOMERNAME\SERVER  (it will remove the backslash).

    You cannot change the Jira renderer for this field and if I try to use the markdown syntax, it will send odd data to the Zendesk ticket.

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  • David Gillespie
    Zendesk Product Manager

    Hi Shane Johnson,

    That's an interesting issue you've brought up, we believe its because the first '\' is an escape character.

    Our engineers have recommended that if you want CUSTOMERNAME\\SERVER they you should try CUSTOMERNAME\\\\SERVER so the characters are properly escaped.

    Please let us know if this fixes the problem!

    Thanks,

    David

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  • Shane Johnson

    David,

    I'm aware that adding additional backslashes will fix this issue, but if you allowed the Wiki Markdown option then it could be formatted correctly. I could not find a way to enable it for the Zendesk tab. 

    We're also not able to add images to the comments which would simplify quite a few things as well. 

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  • David Gillespie
    Zendesk Product Manager

    Hi Shane Johnson,

    Thanks for the feedback and unfortunately there isn't a way to enable it for the Zendesk tab.

    I've added this as feedback for the integration and will write this up as a feature request. The team is currently focusing on other integrations but we will consider the request when we circle back to work on Jira.

    Thanks,

    David

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  • Joseph Mabolo

    Hello, is there a way to get the Zendesk Priority to update based on the Jira ticket's Priority? In Zendesk, our base priority level is Normal and for Jira, our base Priority level for new tickets is Medium - P3.

    If the Jira ticket Priority is changed to anything lower or higher, can the integration update the Zendesk priority with a Trigger to match? For example: Jira's P1 - Fix ASAP = Urgent in Zendesk Support.

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  • David Gillespie
    Zendesk Product Manager

    Hi Joseph Mabolo,

    Yes, you should be able to. If you created a custom field in Zendesk (call it "JIRA Priority") and used the integration to sync this field with the JIRA priority, you could then build a trigger to change the Priority in Zendesk based on the values of the "JIRA Priority" field. 

    Thanks,

    David

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