Jira can automatically update a Zendesk Support ticket linked to a Jira issue when the status of the issue changes in a Jira workflow.
A Jira workflow is the set of statuses and transitions that an issue goes through during its lifecycle. You can configure a workflow to automatically update a linked ticket after a Jira issue moves from one status to another in the workflow.
For example, after an engineer changes the Jira workflow status of an issue from "In progress" to "Done" , Jira can automatically add an internal note to the linked Zendesk ticket notifying the agent. The agent can then notify the customer.
Jira can also give the agent an automatic notification that a developer is now working on an issue by adding an internal note to the ticket after the engineer changes the workflow status of the issue from "To do" to "In progress."
This article contains the following topics:
Understanding how the ticket updates work
Zendesk tickets are updated from Jira workflows using post functions. Post functions are a Jira workflow feature used to carry out additional processing after a workflow transition is executed. For example, a post function can update the issue's fields after a transition.
Post functions are added to workflow transitions, not statuses. They run after the transition is complete. Some post functions are essential and can't be deleted from a transition or reordered. However, you can insert optional post functions between them.
The Zendesk integration adds "Notify Zendesk Ticket" to the list of optional post functions in Jira.
For more information, see Post functions Atlassian documentation.
Configuring a workflow to update tickets
- In Jira, click the Settings (cog) icon on the left sidebar, and select Issues.
- On the Issues page, select Workflows from the left sidebar.
- Locate the workflow used to address issues linked to Zendesk tickets, and click Edit on the right side of the workflow.
Note: Jira doesn't let you edit a live workflow. You must edit it in draft mode.
- In the Transitions column, click the name of the transition you want to use to trigger ticket updates.
- Click the Post Functions tab, and then click the Add Post Function link on the right side.
- Select the Notify Zendesk Support post function from the list and click Add.
- Configure the ticket update settings, then click Add.
You can change the ticket status, add an internal or public comment, add tags, and include comment placeholders in the comment text.
Note: Deleting tags is not supported.
- Next to the Zendesk Support post function, select the move down icon to move it underneath the "Add a comment to an issue if one is entered during a transition" post function.
- At the top of the page, click Publish Draft, then click Publish.
It's a good idea to save a backup copy when prompted.
Important: Your changes won't take effect until you publish the draft.
Changing the ticket update settings
You can change the settings at any time.
- In Jira, click the Settings (cog) icon on the left side panel, and select Issues.
- On the Issues page, select Workflows from the left sidebar.
- Click Edit on the right side of the workflow containing the transition you want to edit.
- Select the transition and click the Post Functions tab.
- Click the Edit (pencil) icon on the right side of the post function that updates the ticket.
Note: You can also delete the post function by clicking the delete (X) icon.
- Make your changes then click Update.
- Click Publish Draft, then click Publish.
Supported comment placeholders
You can enter dynamic content placeholders in the comment field of a post function. For example, you can enter the following placeholder in the comment field of a Done transition function:
Issue {{issue.key}} has been resolved.
Issue QA-4 has been resolved.For more information, see Using placeholders.
The Zendesk JIRA add-on supports issue-specific, transition-specific, and user-specific placeholders. The placeholders are listed in the tables below.
| Placeholder | Description |
|---|---|
| issue.id | Internal id number of the issue |
| issue.key | Issue key. Example: QA-4 |
| issue.fields.summary | Issue summary |
| issue.fields.description | Issue description |
| issue.fields.issuetype.name | Issue type |
| issue.fields.issuetype.description | Issue type description |
| issue.fields.creator.name | User name of the person who created the issue |
| issue.fields.creator.emailAddress | Email address of the person who created the issue |
| issue.fields.creator.displayName | Display name of the person who created the issue |
| issue.fields.creator.timeZone | Time zone of the creator |
| issue.fields.reporter.name | Name of the person who reported the issue |
| issue.fields.reporter.emailAddress | Email address of the person who reported the issue |
| issue.fields.reporter.displayName | Display name of the person who reported the issue |
| issue.fields.reporter.timeZone | Time zone of the reporter |
| issue.fields.assignee.name | User name of the person assigned to the issue |
| issue.fields.assignee.emailAddress | Email address of the person assigned to the issue |
| issue.fields.assignee.displayName | Display name of the person assigned to the issue |
| issue.fields.assignee.timeZone | Time zone of the assignee |
| issue.fields.user.name | Username of the user |
| issue.fields.user.emailAddress | Email address of the user |
| issue.fields.user.displayName | Display name of the user |
| issue.fields.user.timeZone | Time zone of the user |
| issue.fields.created | Date and time the issue was created |
| issue.fields.updated | Date and time the issue was updated |
| issue.fields.priority.name | Issue priority name |
| issue.fields.project.name | Issue project name |
| issue.fields.project.key | Issue project key. For example: QA |
| issue.fields.lastViewed | Date and time the issue was last viewed |
| issue.fields.fixVersions.name | Name of the fix version/s* |
| issue.fields.fixVersions.description | Description of the fix version/s* |
| issue.fields.fixVersions.releaseDate | Release date of the fix version/s* |
| issue.fields.versions.name | Name of the affected version/s* |
| issue.fields.versions.description | Description of the affected version/s* |
| issue.fields.versions.releaseDate | Release date of the affected version/s* |
| issue.fields.components.name | Name of the component/s* |
| issue.fields.components.description | Description of the component/s* |
| issue.fields.duedate | Due date |
| issue.fields.timespent | Time spent |
| issue.fields.timeoriginalestimate | The original estimated time required to resolve the issue |
| issue.fields.resolution.name | A record of the issue's resolution |
| issue.fields.resolution.description | A complete description of the resolution |
| issue.fields.resolutiondate | Date of issue resolution |
| issue.fields.watches.watchcount | The number of people watching the issue |
| issue.fields.labels | The label the issue relates to |
| issue.fields.environment | The hardware or software environment the issue relates to |
| issue.fields.votes.votes | The number of votes an issue has |
| issue.last_comment | Last comment on the issue |
*A comma-separated list if multiple items are selected.
| Placeholder | Description |
|---|---|
| transition.to_status | The status an issue has transitioned to. For example: Done |
| transition.from_status | The status an issue has transitioned from. For example: In Progress |
| transition.transitionName | The transition name that occurred |
| transition.workflowName | The workflow name |
| Placeholder | Description |
|---|---|
| user.key | Username of the person who caused the transition. This applies for Jira Server users only. |
| user.displayName | The user's display name. This applies for Jira Cloud users only. |
44 Comments
Hi simply question on the JIRA side :
How to retrieve the Zendesk Ticket ID linked to the jira issue ?
Is there a custom_field maintain by the plugins ? Or other way.
It is in relation whith others questions about reporting and so on.
In my case it is particurly for "JIRA AGILE" the rapidview doesn't present the option to have a link (linked issue pe..) or just the #ID of the Zendesk ticket.
So users have to open the JIRA ticket to have access to that information...
This functionality stopped working for me about a month ago. The plugin / linking is working just fine from within the issues/tickets. Is anyone else having this issue? All of my Post Functions are still there that were working previously and the workflow in JIRA hasn't been modified.
Hi Jean-Marc,
Please refer to this this article.
Hi Barry, Steve, James, Katie and Kurt
We support seamless out of the box integration between JIRA and Zendesk.
- Status updated in Jira can sync to Zendesk and vice a versa(Bidirectional).
- We also support comment sync from JIRA to Zendesk as internal notes.
- Enable/Disable integration at your flexibility.
- History Supported.
- Sync attachments and links.
- No additional API configurations.
You can reach out to us for your custom demo here: http://www.opshub.com/demo-request/
Thanks,
OpsHub
Hi Yuri,
Have created the post functions as mentioned here and published the draft, however, still the zendesk tickets do not get open during the transition
Any suggestions or maybe a troubleshooting option would be highly appreciated.
Best
Rahul
Hey Rahul,
It looks like you have a ticket open with our T2 Customer Advocacy team related to this issue. We will continue working with you there to get this issue resolved.
Cheers!
Hi Денис,
You should be able to use the Post function in a new generation project today.
Thanks,
David
Thanks for your reply, David!
Do you mean to use activity in the new generation workflow?
The fact is that the application allows you to change the ticket status in Zendesk and send a comment when performing a task in Jira. And the new generation workflow does not have such a function. There is activity, but no post functions, as in the work processes of the old generation.
Hi Denis,
Now I follow. I believe JIRA are actively developing that capability, see the latest status of their development here.
Thanks,
David
Hi Guys,
Is there a way to automate a status list of linked Jira tickets to a requester weekly? Ideally on a Friday, as a public reply?
Hi BGL Team,
Welcome to the Zendesk online Community!
How can I add issue.fields.fixVersions.name as a tag?
Hello Ahmed Esmat,
As far as I know, this is possible. You try to add tags to tickets that transfer as a label in Jira. It just needs to start with jira_. It's described here in the documentation Using the Zendesk Support for Jira integration
If this will not turn out as something you expected, we do not have an exact instructional as to how to achieve this workflow that you desire. I think it may be best to reach out to JIRA support and ask them for additional guidance.
If you have any additional questions, please feel free to let me know. :)
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