Using the Zendesk Support for Jira integration

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332 Comments

  • Robert Cwicinski
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    Hi Brian,

    the same here!
    Have you already raised a ticket at Zendesk? Not sure if the problem is related to Zendesk or JIRA.

    A workround at the moment for us is to create a ticket within JIRA and then manually link it in Zendesk.

    Best Regards,
    Robert.

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  • Brian Pavlovich
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    I have now as it seems to be a bug, beyond just my own users.

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  • Dara Garvan
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    Hi Robert & Brian,

    We're currently experiencing some issues with the Jira integration.

    I'll go ahead and create a ticket for you so we can keep you updated.

    Cheers,
    Dara

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  • Alan Jiménez
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    Hello Dara Garvan! I am having this problem as well with the creation of JIRA issues not working. Can you also keep me updated about this?

    /Alan

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  • Dara Garvan
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    Hey Alan,

    I've created a ticket for you.

    Cheers,
    Dara

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  • Alan Jiménez
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    Many thanks indeed!

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  • Kevin Mooney
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    Hi Team,

    Just happened upon this to see if there was something going on with JIRA integration, looks like there's an issue right now. Is there a centralized spot to check on status?

    Kevin.

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  • Danielle Jensen
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    Hey Kevin,

    Unfortunately, we don't have a centralized spot that provides known issues specifically for the JIRA integration. We do, however, have a Product News & Announcements page that is updated frequently with known issues; this would be where JIRA integration issues will be posted as well. I recommend subscribing sections on that page so you'll receive email notifications when there are any known issues with Zendesk.

    https://support.zendesk.com/hc/en-us/categories/200201796-Product-news-and-updates

    Please let us know if you have additional questions - thanks!

    -Danielle

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  • Karyn Tooke
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    Hi, is it possible for the status to be set in the Jira app before hitting 'create issue'?

    We use a custom-built escalation process (in both zen & jira) and upon selecting one of the escalation levels using the radio button field we want the Jira web application to pick this up & follow the workflow which would change status from New to Escalated.

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  • Yvonne Martinez
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    Hi Karyn!

    I'd like to take a closer look at your custom-built escalation process from both sides to see what we can do here. I'll create a ticket for you on this one so I can further investigate. I'll meet you there! :)

    Thanks!
    Yvonne

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  • Alex Zlatkus
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    Is it possible to do custom field mapping? (ie. Entering in 'Time Estimate' in JIRA will automatically fill in custom 'Time Estimate' field in ZD.) Seems like there is only mapping of Status or Comment that can be done. Is this in the pipeline?

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  • Zin Kalvans
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    Hi Alex,

    With the OnDemand integration, there is currently no ability to sync custom fields. You can view custom fields, but you're unable to sync them. This is technically possible in the v2 OnPremise integration, but unfortunately that is a feature unsupported by us and you would need to experiment on your own to get that up and running.

    Best,
    Zin

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  • Jakob Stoeck
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    Hi there our Jira integration does not work anymore since one or two days. Can someone from support please contact me? Best, Jakob

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  • Maxime
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    Hi Jakob

    I created a ticket on your behalf

    Thanks

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  • Julian McEwen
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    Hi, apologies if this has been mentioned before.  

    Is there any way or any plans to allow the plugin (on demand) to set a default project when creating a new jira issue? 

    thanks!

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  • Sam Michaels
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    Hi Julian,

    I'm afraid setting a default project is not possible at this time. Sorry about that! I wouldn't count out an implementation in the future, but as of today there is nothing yet set in stone.

    Best,

    Sam

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  • Julian McEwen
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    Thanks for replying Sam, fingers crossed then!
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  • Angus Chan
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    Hi Support Team,

    It is possible to link a JIRA ticket to the Zendesk one if the JIRA issue key or link is known, however is it possible to "search" for a JIRA ticket in the apps as well?

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  • Zin Kalvans
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    Hi Angus,

    Yes, indeed you can link Zendesk ticket to a known JIRA issue via Link Issue button from JIRA widget but you cannot link from JIRA side. Linking tickets is possible only one way, from Zendesk.

    Zin

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  • Jennifer Haight
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    Is it possible to track which JIRA issues have the most Zendesk tickets linked to them and when those Zendesk tickets were linked? For example, I want to be able to quickly see which JIRA issues are reported most frequently and which ones are trending with recent reports.

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  • Maxime
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    Hi Jennifer 

    Unfortunately no that's not possible. That would be something we'd have to do on the JIRA side but it's not yet easy for the integration to store "metadata" on the JIRA issue. We'll have to investigate this and talk to JIRA about it.

    So the bottomline is that we have no immediate plans to do so but you're not the first one to ask for a bit more advanced reporting on this so we'll take that into account for the 2016 JIRA integration roadmap

    Thanks

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  • Jennifer Haight
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    Thanks, Maxime. We used to track our bug and feature request reports on a Google Sheet and, while cumbersome, we were able to quickly see what our trending bugs and feature requests were. We love being able to link JIRA and Zendesk because it automates our process of following up when an issue is resolved, but I'm really missing the visibility to see what our users are reporting and when. 

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  • Maxime
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    Gotcha, so you want to have an at a glance view of all the tickets that are currently escalate to JIRA? Or do you want to get even more granular than that?

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  • Jennifer Haight
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    Ideally more granular than that. I read that there is a way to pull a report of all JIRA issues with the "JIRA escalated" tag on them, which helps a little, but without visibility into how many Zendesk tickets are linked to the issues and when the Zendesk tickets were linked, we don't have a good way to track trending issues. 

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  • Maxime
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    Ok this is great feedback, I agree. I'll create a ticket on your behalf as well and have you chat with our new PM for the JIRA integration who starts very soon at Zendesk

    Be on the lookout for that, thanks for the feedback Jennifer!

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  • Daniel Wykrętowicz
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    +1 for Jennifer's feature request. It is exactly the same functionality that we're missing at our company. We would like to have a better visibility on a given jira bug impact on zendesk contact rate and customer satisfaction. Having an easy way to extract the # of zendesk tickets linked to jira tasks would enable us to better adjust priorities and manage our jira backlog. 

    A perfect solution would be a report (either in jira or zendesk/gooddata) with the top unresolved jira tasks that have the highest no of linked tickets. Additionally, getting a hold on the list of ticket id's would be an asset.

    @Maxime, until this functionality is implemented, is there a way (through zendesk, jira, app's api' or other way) to manually fetch this data? From what I see, zendesk app created a custom field in jira for ticket reference. However, in our case with v3 integration this field is not populated with any values. Is it a normal behaviour? 

     

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  • Matt Hoffman
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    @Daniel - Thanks for taking the time to give your feedback. We are excited about the JIRA improvements that we have coming now that we have full-time resources in place to devote to this integration. That being said, there is nothing out of the box that will allow you to do the reporting that you've described - sorry about that :\

    The custom fields that you're referring to sound like vestigial traces of the v2 integration as no such field is used in v3. If you do think of a clever way to do this reporting please do share - we would all love to hear it!

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  • Stéphanie Rabeyrolles
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    Hi, it seems that the comment is not displayed

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  • Joseph Gange
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    Hi,

    Is it possible to auto-populate the JIRA ticket ID once it's linked to a Zendesk ticket? We are using the SFDC integration as well and it would be great to be able to push the JIRA ticket ID into Salesforce as part of the Zendesk ticket object.

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  • Yuri Mylis
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    Hi Joseph,

     

    What you can do, is use the JIRA workflow post function to add the JIRA issue key as a comment on the linked Zendesk ticket/s, as explained here: https://support.zendesk.com/hc/en-us/articles/203660226

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