Using the Zendesk Support for JIRA integration Follow

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276 comments

  • Avatar
    Reshma Patel

    Is there a way to sync the Jira Project field into a Zendesk Custom field. Currently the Project field in jira is a system field, so we do not see a way to map it to a custom field.  We would like to build a report of all our issues broken down by the project they are assigned to. We can't use the Jira ID field as it contains the project board as well as the actual ID (OPS-1212).  This would make it difficult for us to get a count of tickets per project. Open to any creative suggestions as well. 

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    Garrick Rohm

    Hi Phil and Beth - I've reached out to both of you via Support tickets, as these issues appear to be specific to your accounts. Let's pick up troubleshooting there!

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    Beth Hopper

    Hi, Garrick!

    I just verified that all our labels are still not coming over from ZenDesk into Jira. They populate within ZenDesk, as soon as I link or create a ticket, but they never populate Jira with the 'jira_escalated' label.

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    Michael Goldman

    How can I update the JIRA ticket based on ZD ticket status or field change?

    How can I update the ZD ticket (status or fields) based on JIRA ticket status change?

     

    This is now an urgent issue for us.

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    Anna Roussanova

    Hi Michael,

    Have you looked at the JIRA field sync feature and/or using JIRA post functions to update tickets?

    These features should allow you to make these sorts of updates.

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    Paul

    Last few days the plugin is giving problems.

    Without any changes the link between jira-zendesk broke. Couple of hours laters somehow it works again, 5 minutes later its broken again.

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    Anna Roussanova

    Hi Paul, that's definitely a problem! I've created a ticket for you so we can dig into what's happening there. You should get an email notification about that, and we can continue troubleshooting in the ticket!

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    Thomas D'Hoe

    Hi,

    Are there any plans for:

    - make it possible to connect more than 1 Zendesk domain with 1 Jira account

    - make an inegration from Jira to Zendesk

    Thomas

  • Avatar
    Wilfred Kaw

    @Thomas

    Hi there,

    To answer your first question, I'm afraid there are no current plans to implement more than one Zendesk domain with a JIRA account.
    For your second question, our current integration currently allows fields to be synced from JIRA > Zendesk when changes are made from within an Issue in JIRA. Additionally, we also have the 'Notify' button which allows you to post a comment in the Zendesk ticket purely within the JIRA Issue interface. If this was not what you were after and our documentation does not list what you're enquiring about, feel free to look through our Product Feedback community in attempt to find what you're looking for. Alternatively, you also have the ability post up your own enquiry if your use case is not listed. For your reference: https://support.zendesk.com/hc/en-us/search?filter_by=community&query=JIRA&topic=200132066&utf8=%E2%9C%93

    Hope this helps!

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    Joshua Stein

    Is there any way to hide the "Zendesk Support" tab in JIRA? It's at the bottom of all stories, under "Activity".

    We don't want to have JIRA pulling in the full description fields of Zendesk, due to some sensitive information in certain tickets.

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    Yuri Mylis

    @Joshua It is currently not possible to hide the Zendesk Support tab, but we are planning on introducing this enhancement in the near future.

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    Craig Stoss

    When a Ticket is attached to a Jira Issue, we want to copy the Organization associated with that ticket to a tag field in Jira (or something that would identify the Organization, like a custom field from the Organization). It could be to a specific Jira Field, or as a tag. And if multiple tickets are attached to 1 Jira, it will append the value to the field.  Is that possible? 

    I am open to any workaround, for example if a Trigger could copy information from the Organization to a field (or tag list) on the Ticket and then sync with Jira.

     

    Secondly, other than prepending all tags with 'jira_' is there anyway to always sync all tags from Zendesk to Jira?

     

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    Laura Hippert

    Hi Craig!

    When it comes to field mapping between Zendesk and JIRA, only ticket fields can be synced - therefore, if you were able to add the Organization as a custom field on the Zendesk ticket, you would be able to map that field to JIRA. Regarding your second question- unfortunately, no, only jira_* tags will automatically sync to your associated Issues. 

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    Jake G

    Is there anyway yet to remove the jira_escalate label from being created - I sort of get the reason back in the day but now with field syncing it seems extremely unnecessary 

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    Benjamin Towne

    Hey Jake,

    Unfortunately no. It is not possible to remove the "jira_escalated" label & tag from being added automatically when linking a ticket to a JIRA object at this time.

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    Tara Whittaker

    Any plans to be able to sync to more ZenDesk System Type fields? We'd love to be able to sync JIRA Summary with ZenDesk Ticket Subject for our ticket management workflow. 

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    Megan

    I'm sure this has been asked before in comments (but with 9 pages it's hard to read through)

     

    Is there a way to see the total # of Zendesk tickets that are linked to a single issue? Either in Zendesk or in JIRA? We'd like to run reports on JIRA tickets with the greatest number of Zendesk tickets attached.

     

    Thank you!

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    Anna Roussanova

    Hi Megan, you can follow the instructions here to create a field in JIRA for the number of Zendesk tickets linked to an issue: Linked Ticket Reporting

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    Alinea Avi

    After the last update in Chrome i cant open tickets from zendesk, happens only in chrome. any solutions?

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    Anna Roussanova

    Hi Alinea, that sounds like a weird issue! I've created a support ticket for you. You should get an email about that shortly.

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    Eric Chen

    Hi, It's about a part of "link jira issue".

     

    I can't link Jira Issue and it always showed "ERROR" or "Issue not found".

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    Anna Roussanova

    Hi Eric, that sounds like something we should investigate. I created a ticket for you; you should have received an email notification for it!

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    Scott

    I would find it useful if you could map the system Organization field to a field in Jira.

    When I escalate a case to Jira, our dev's do not know who it is for, consequently they do not know which tickets to prioritize. Same with the ticket contact name and email.

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    Craig Stoss

    I completely agree, Scott. I would love to be able to copy the Organizations over for each ticket attached to a Jira. It's not just the ticket count, but the requestor of the ticket that matters to decision making.

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    Mindaugas Verkys

    Hi guys,

    Is it possible to change default tag "jira_escalated" into clearer tag?

     

    Thanks,

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    Jason Harlowe

    When adding a comment to an already existing JIRA, is there a way to pass the @somejirausersname in the comment so the notifications of the comment can be sent to that user?

    Apologies if this has been answered. This thread has some length to it.

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    Yuri Mylis

    Quick update

    We've improved the project restriction feature to hide the Zendesk panel and tab in Jira based on user configurations 

    More on project restrictions here: https://support.zendesk.com/hc/en-us/articles/115015822607

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    Thomas D'Hoe

    Hi,

    Is it correct that you can just link 1 Zendesk account to 1 Jira account?

    Is there a way to link multiple Zendesk accounts to the same Jira account?

    Thanks!

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    Yuri Mylis

    @Thomas,

    Yes, you can only connect 1 Zendesk account to a Jira account.

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    Thomas D'Hoe

    Hi Yuri,

    Thanks.

    So what's your solution if we want to connect 5 Zendesk account with one Jira account?

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