On July 27th, Atlassian will remove support for any integration that uses “Cloud Connectors” for JIRA Cloud. This includes the Zendesk v2 integration. If you are using the v2 integration with JIRA Server (OnPremise) or the v3 integration with JIRA Cloud (OnDemand), this change will not impact your account.
Identifying which integration you are using
There are differences in version numbers between the JIRA plugin and Zendesk app that make up the v2 and v3 integrations. Here is how to determine which version of the integration you are using.
You are using the JIRA v2 integration if:
- In JIRA Cloud, under Manage Add-ons, you have the "CustomWare Zendesk Connector Plugin" installed with version 2.2.7.
- In Zendesk under Settings > Apps > Manage, you have the "JIRA OnPremise (v2)" app installed. The latest version is 1.0.
You are using the JIRA v3 integration if:
- In JIRA Cloud, under Manage Add-ons, you have the "Zendesk for JIRA" add-on installed with version 1.0.9.
- In Zendesk under Settings > Apps > Manage, you have the "JIRA OnDemand (v3)" Zendesk app installed. The latest version is 0.7.14.
You'll also see the v2 and v3 integrations referenced in our documentation.
Moving to the v3 integration
Zendesk has a JIRA v3 integration that works natively with JIRA Cloud that you can install directly from the Atlassian Marketplace or from the add-ons page in your JIRA Cloud account (see our detailed setup guide). When you install the integration it will also install a new app into your Zendesk account that allows agents to create and link JIRA issues to Zendesk tickets.
If you already have JIRA links set up in your v2 integration you will need to migrate these links across to your new JIRA v3 integration. To do this we recommend that you run both the JIRA v2 and v3 apps together within your Zendesk account and follow the instructions posted here.
To make this migration process easier, you can create a list of shared Zendesk tickets (which the v2 integration used to create links with your JIRA issues).
Unsupported configuration for joint v2 and v3 integration users
We are aware that some customers may be using our v2 and v3 integrations together in order to support linking their Zendesk to multiple JIRA Cloud accounts or linking a single JIRA Cloud account to multiple Zendesk accounts. With the removal of the v2 integration from JIRA Cloud, this configuration is no longer supported.
Please contact us at firstname.lastname@example.org if we can support you further in migrating to the v3 integration.