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

Wilfred Kaw
  • Edited
Zendesk Customer Advocate

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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7 Comments

  • 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.

    2
  • Stephen Jennings

    Any updates on this issue? This is a problem for us as well.

    1
  • Joshua Small

    Our organization has a need to leave the projects unrestricted so that our Zendesk agents can create/link Jira issues, but to hide the Zendesk Support tab from the Jira Issues so that external developers cannot see sensitive customer information, such as the contents of a customer's email signature. Ideally, this could be done on the issue/project/global level, while still allowing the systems to link tickets and issues.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Joseph Keller, Stephen Jennings & Joshua Small,

    Thanks for your patience with our response.

    Unfortunately our integration doesn't have the capability to toggle on/off the integration in one or both of Support or JIRA. I've captured your feedback as a feature request and will post to this topic if we decide to build the feature.

    Thanks,

    David Gillespie 

    0
  • Kevin

    This seems to be broken.  When, from Jira, I attempt to save the changes for restricting a project I'm getting an error.  

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Kevin,

    I've raised a support ticket on your behalf and hopefully we can get this resolved.

    Thanks,

    David

    1
  • Kevin

    David Gillespie thank you!  I appreciate it.

    0

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