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Can I remove the Zendesk Support tab in a JIRA project?

Wilfred Kaw
  • Edited

Question

Can I remove the Zendesk Support tab in a JIRA project?

Answer 

Yes.

To achieve this, you will need to restrict the project within the Zendesk Support add-on.

To remove the Zendesk Support tab in a JIRA project:

  1. Within the Admin settings (Cog icon, located top right), search for your Zendesk app and click Manage followed by Configure.

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  2. Click on Project Restrictions and move over the projects lists under the Allowed Projects section to Restricted Projects for the projects you're wanting to hide the Zendesk Support tab.

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  3. To test, navigate to one of the projects in question and you should no longer see the Zendesk Support tab appear.


 

[Note: Undergoing the above process will disable the ability to create and link issues to the restricted project]

For more information about the JIRA integration, see Setting up Zendesk Support for JIRA integration.

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5 Comments

  • Arie van Esch

    Hi Zendesk Support,

    We followed the steps described in this article to try to hide the "Zendesk Support" tab in a certain Jira Project. This instruction leads to hiding the Zendesk Support ticket information on the right side of the Jira issue screen but, doesn't hide the Activity "Zendesk Support" tab at the bottom of the Jira Issue screen.

    Start situation:

    1. Our specific Jira project has linked Zendesk tickets.
    2. In the linked Jira issues we see: 1. Activity => Zendesk Support tab and 2. Zendesk Support ticket information. see screenshot.

    Following the instructions from this article. In Zendesk we didn't unlink the Jira issue from the Zendesk tickets. We keep the ticket - issue link.

    1. In Jira we restricted the specific Jira Project following the instruction described in this article.
    2. After refresh the Jira issue, we still see 1. Activity => Zendesk Support tab. Only the 2. Zendesk Support ticket information on the right side of the Jira issues screen has disappeared. See screenshot.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Arie,

    I'm going to bring this into a ticket so our Customer Advocacy team can look into this for you. You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Grzegorz Nosowski

    Hi Brett,

    Do you have any new informations about this issue?

     

    0
  • Nicole S.
    Zendesk Community Team

    Hi Grzegorz,

    I checked on the ticket Brett had created for Arie, and the response was that this is something that the dev team has on the roadmap for 2020, but there is no timeline or ETA we can share.

    0
  • Joseph Keller
    • Edited

    Something that I find lacking with this functionality is that in order to see the Zendesk email history of a Jira Issue, you need to have the project enabled in the Integration settings. There doesn't appear to be a way to retire a project and keep the Zendesk Support tab. You either leave the project Unrestricted and put in some janky workflow rule that requires Epic Link (because the plugin doesn't support or show this field) or you restrict the project and lose the data visually.

    0

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