Jira: Using the Zendesk Support for Jira integration

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328 Comments

  • Yuri Mylis
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    Exciting news! We've shipped several new features.


    1. A new JIRA app is now generally available https://support.zendesk.com/hc/en-us/articles/115013656667
    2. Following requests two additional JIRA field types are now support by the Field Syncing feature. timespent can be mapped to text and textarea, datetime can be mapped to text, textarea and date.
    3. We've shipped an improved JIRA Server add-on that is compatible with JIRA backup and restore procedures, where customers clone their JIRA server.
    4. Added search functionality to the field selection UI control on the field mapping screen.
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  • Thomas Ploof
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    Today we replaced the "legacy" Zendesk Add-On.  However, we cannot get past the "Loading add-on Zendesk Support for JIRA.".   It states, "wait or cancel" after a few seconds.

    We are running on-premise JIRA and not blocking any IPs.  Plus, we were able to connect to Zendesk previously reducing concerns with any firewalls.

    We do use AD for our users directory.

    I did notice in looking for answers in the DB that the references to the legacy connection were present.  Is it possible that is causing issues? 

    I have searched high and low on Google for an answer.  I see many people complaining, but no one providing a solution. 

    Eager to get this back in place and working.  We depend on this integration. 

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  • Jamie
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    @Yuri, any updates on the inability for attachments to flow through? They appear on the Create Issue modal and don't appear on the issue in Jira. (This is the expected outcome) 

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  • Beth Hopper
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    Any update on being able to add Organization level fields to the Field Sync? We really need this.

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  • Justin
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    Is it possible to send all comments on a Jira issue back to Zendesk - not the 'Notify Zendesk' button. Ideally, the IT team would do their normal stuff/workflow by adding comments on the issue in Jira without having to separately send notes to/notify zendesk. Possible or no?

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  • Yuri Mylis
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    @Thomas, were you able to resolve the issue? If it persists please email support@zendesk.com.

    @Jamie, the JIRA app in Zendesk Support allows adding attachments when creating or notifying an issue. These are added as links on the issue description to the original attachment in Support.

    @Beth, at the moment this feature is not on our roadmap due to limited customer interest. I'll continue to monitor feedback and will provide an update here if we decide to implement this feature.

    @Justin, all Zendesk Support ticket notes are visible in JIRA. There is not need to take any manual action for that. Ticket notes appear under the "Zendesk Support" tab on the issue and not under the "comments" tab.

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  • Justin
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    Thanks Yuri. My question was more about the comments being passed back from Jira to Zendesk. I know you can click to notify Zendesk but what about the regular comments being sent back to Zendesk?

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  • Yuri Mylis
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    Sorry Justin, I misunderstood. There is no automated way currently to send JIRA comments to Zendesk, but I am investigating how this flow can be improved. 

    Simply syncing comments from multiple issues to the a single ticket could lead to a problematic user experience and doesn't sound like the best approach. If you have any thoughts on this I would be happy to discuss over a call. 

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  • James Rago
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    @yuri It would be greate to expand on the notify all targets in Jira. When multiple tickets are mapped to a single Jira, our developers sometimes on need to notify or ask questions to a specific ticket. Is this possible in the future? 

    Also the ability to sort the fields in the Jira app on the zendesk side. The fields displayed are good, but I want to show them in a specific order.

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  • Dan Ross
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    Hey @James,

    We solved this by giving development Light Agent accounts. they can only make internal notes on cases.

    This way, if they have specific questions or want to view a particular case's details, they can go to the linked ticket and leave a note for the agent. 

     

    +1 for reordering the fields in the Zendesk Jira app though! That would be much more helpful!

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  • James Rago
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    @Dan True, but that defeats the main purpose of the integration which is to allow each team (Dev and CS) to work within their respective tools.

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  • Thomas Ploof
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    @Yuri Mylis | Yes, Zendesk Support took care of the issue.  It actually was not a true issue, but more missing install instructions and troubleshooting guides.  We are up and running though.

    It is odd that you are not able to map comments to Zendesk other than using the Notify button.  The only challenge is when multiples are linked either way?   Maybe offer a drop list to choose which Zendesk/JIRA is to be updated with the comment being added.  Much like public vs. private.

     

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  • Beth Hopper
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    We noticed an issue with linking multiple ZenDesk tickets to a single Jira ticket, and using field sync. We have one field that exists on the Ticket level. When there is more than one ZenDesk ticket, it obviously doesn't know what to update. Not sure how this can be handled more elegantly. Sometimes they have a sort of Epic-style Jira ticket to handle a bucket of ZenDesk issues, so this will come up. Right now, we are just handling it as it is. The first ticket will populate that field in Jira, and will update fine, until you add a second ticket....then it no longer updates at all. So if that field is updated on ANY associated ZenDesk ticket, including the original, it will keep that very first populated value. Any ideas?

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  • Yuri Mylis
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    @Beth

    The behavior you are describing is by design and is related to a single source of truth requirement. You can find additional information in this article.

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  • Beth Hopper
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    Thanks, Yuri!

    I have another issue that just popped up, that is urgent. I had set up a field mapping to a field in JIRA  from ZenDesk to Jira. We decided that we didn't want a text field, but a drop down. In Jira, you have to create a whole new field. You cannot change the type once created. So I created a new field of the right type and deleted the old field.

    I went into the add-on configuration and tried to remove the mapping to that old field. I get errors. I can not remove it, nor can I create a new mapping to the new field with the same ZenDesk field. Please help!

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  • Rob Gilliam
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    Having huge issues with this today.

    If I go to link an existing JIRA issue, I type the issue key (e.g. PRJ-1234) and it shows me a whole load of issues, then none, then maybe the issue I want, then a single issue which is NOT the one I want. The interpretive search thing is all very well, but only if it actually works. Otherwise, just let me type the issue name and press ENTER.

    If I try to create an issue from within Zendesk the form shows me as the Reporter (sometimes - sometimes I have to search for myself), but the created JIRA Issues are all showing up with the Reporter as "addon_zendesk_for_jira". This field can't be changed, so we lose this information unless we remember to add it as a comment on the issue.

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  • Yuri Mylis
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    @Beth, thanks for reporting this! The issue is now fixed.

    @Rob, I'll raise a ticket for this and someone from our support team will get in touch and look into this.

     

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  • Lubos Imriska
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    Hi there,

    I tried to use the add-on, the basic workflow works flawlessly. However, I was not able to find a way to hide the Zendesk tab on the JIRA side. We, as many other software vendors, make most of our JIRA issues public (accessible without any logging into JIRA). Therefore, we do not want anyone to be able to see the information in the Zendesk tab without logging in first. Zendesk tickets contain internal communication between our company and our customers and we do not want to publish it this way. I know I can hide most of the ticket information visible in JIRA but the ticket subject (which can also contain private information) is not one of them.

    I would really appreciate an option to make the whole Zendesk tab in JIRA visible for developer role only or at least an option to hide the subject of the tickets. Ticket number as the link is completely fine but since we cannot ask all our customers not to put sensitive information into email subjects, I need a way to hide it. Unfortunately, the current unability to hide the private information makes the whole add-on unusable for us. Can anyone help, please?

    Thanks.

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  • Yuri Mylis
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    Hi Lubos,

     

    Thank you for the feedback. At the moment there is no way to hide the tab or the subject but I've added this to the feature request list.

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  • Andrew Schreiner
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    Is there a way to add a trigger when an issue is linked in Zendesk so we could set a particular ticket filed either with the id of the jira escalation that was linked/created or checking off a checkbox that shows it was escalated? 

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  • Dan Ross
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    Hi Yuri & team,

    Can you please restore the functionality that was present in V3 for linking issues?

    Before, you would look up the issue, select it and then it would be added to the ticket. 

    Now, you need to look up, select it (it will then place itself in the sidebar) and then you need to click Link Issue. That extra click is redundant and agents seem to miss it. At least once a week I have an agent report problems attaching bugs to tickets and it turns out they just didn't hit Link Issue. If they don't notice the issue didn't attach after the submit their ticket changes, then we don't record the new report in Jira.

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  • Rob Gilliam
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    I second Dan's suggestion here as it's caught me out a couple of times.

    I would actually widen this suggestion out to "Zendesk should employ some user experience professionals".

    The introduction of an unnecessary extra click in an interface is just another example of usability bad practice; to be honest, the entirety of the agent interface of Zendesk is an exemplar of "what not to do"

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  • Baptiste Candelier
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    Hi,

    I'm setting up the link to Jira and have a question about the feature "Adding a comment to a JIRA issue from a ticket".

    In this chapter you explain that we have to use Notify but why should this be used if you explain also that all comments public and private are synchronized. A Internal comments would be enough!

    Regardless of the point I've mentioned above I have an issue with this way of working. I don't need and I don't want that the our R&D sees all exchanges between the support agent and the customer. Furthermore Internal comments are sometimes between agents and light agent and this comments don't need to be sent to Jira. 

    The best would be that only the comments made through the app Notify button are send to Jira.

    Is this something that is planed to be implemented? 

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  • vijayalaxmi
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    Hi,

    Is it possible to notify zendesk users whenever new version is released in Jira?

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  • Nguyenhoang
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    Do we have any public API to link a zendesk ticket with a JIRA ticket?

     

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  • Justin Smith
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    What's the best way to map the JIRA Priority field to a Priority field (custom drop down) in Zendesk? Can the update be passed both ways? For example, if updated in Jira, sync in Zendesk and vice versa?

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  • Jessie Schutz
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    Hey Justin! I'm looking for someone to help you with this. Sit tight!

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  • Tal Admon
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    Thanks for the great integration!

    When I create a new Jira item from Zendesk Support, Is it possible to style it using markdown, or any other syntax?

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  • Rebecca
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    Hi Justin - 

    Unfortunately, due to the differences within the priority fields between Zendesk and Jira, that particular field mapping is not possible. However, you can create and use a custom dropdown to map to the priority field in either instance. You could take this one step further and have a trigger in Zendesk set the priority field automatically based on the value of the drop down mapped. There is more on field mapping here- Using the JIRA field syncing feature

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  • Phil Preston
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    @Yuri / Zendesk product team.

    Is there any update / or feature request raised for being able to set the relationship between tickets on the JIRA side?

    Many Thanks

    Phil

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