Jira can automatically update a Zendesk ticket linked to a Jira issue when the status of the issue changes in a Jira workflow.
This functionality requires the Jira Cloud integration, also known as v4. See Setting up Zendesk for Jira Cloud integration. The integration does not currently support on-premise Jira installations.
A Jira workflow is the set of statuses and transitions that an issue goes through during its lifecycle. See in the Atlassian docs for details. 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" (or whatever you name your workflow statuses), 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 heads-up 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."
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 in the Atlassian docs.
Configuring a workflow to update tickets
- In Jira, click the Admin (cog) icon on the left side panel, and select Issues.
- On the Issues page, select Workflows from the left sidebar.
- Locate the workflow used by engineers 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, or add tags.
Note: Deleting tags is not supported.
- 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 Admin (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. |
34 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
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