I have a JIRA Server (Legacy) integration with Zendesk Support and my ticket sharing isn't working. What could be the cause of this and how do I fix it?
There's a number of potential causes for this--JIRA instance/server URL changes due to host mapping, domain name changes, or SSL upgrades tend to be the most frequent cause of this issue.
One other possibility is an outage. Sometimes outages can cause ticket sharing to break for customers using the JIRA (Legacy) integration. You can check here for any recent outages: https://status.zendesk.com/
First, try to ‘resend’ the existing ticket sharing agreement. Depending on the root cause of the issue, that may fix it. If not, you'll likely need to send a new agreement:
For more information about the JIRA (Legacy) integration click here: Setting up and using Zendesk for JIRA (Legacy)
If your organization uses Zendesk Support for customer support and JIRA for internal work processes, you can use the Zendesk for JIRA integration to escalate support tickets to JIRA issues, share comments between support agents and JIRA users, and solve Zendesk tickets by solving JIRA issues.