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: