Using the Zendesk Support for Jira integration

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28 Comments

  • Yaniv Dayan

    "Adding a comment to linked Zendesk Support tickets from a Jira issue" - Seems like it is not possible to add a comment from Jira if the ticket is closed (a Ticket becomes closed after 28 days of Solved).

    Any way to bypass it or force Jira to create a Follow-Up ticket?

     

     

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  • Wilfred Kaw

    Hello @Yaniv,

    I'm afraid there's no current workaround within the integration to achieve this. Please keep an eye out on JIRA articles and ensure to follow our announcements page as there may be improvements in the near future.

     

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  • Yaniv Dayan

    Thanks @..., we are now trying to workaround it by settings ticket's status On Hold instead of Solved until the Jira ticket is closed. 

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  • Jo Filbin

    Our tech team use Jira, but not Zendesk. Our Customer Service team use Zendesk, but not Jira. We installed the Jira app on Zendesk in the hope it would provide an efficient interface between the two. Unfortunately it has not, and here is the reason why - there is no efficient way of the two teams communicating to eachother in a dialogue. 

    Here is an illustrative example - the CS team raise a ticket for a technical glitch. They create a Jira issue via the Jira app. Great. Should the tech team need to know more, they post on the Jira issue. This comes up on the "eye" screen on Zendesk. Great. But then how does the CS team respond? At present they respond via an internal note, which does not appear on the "eye" screen, as the next comment in a logical flow.

    Where can my team see the flow of the conversation, if a few emails back and forth between Tech and CS are required to diagnose and fix the issue? Nowhere.

    There is also no single place where a comprehensive "chat" can be referred back to in future, if we ever need to refer back to the ticket. The functionality doesn't really make sense. In order to re-read through an issue, or even brief oneself as it is being resolved in real time, one must read one comment on the eye screen, then dig around for the internal comment response, then switch back to the eye screen, then go away and dig around for another internal comment..... It's hugely inefficient.

    What is also very disappointing is that we have to pay for the privilege by way of an additional seat, just for the Jira integration. We are a startup and can't afford to be wasting money, especially for something that doesn't work optimally.

    Please can you make the eye screen commentable for the Zendesk user. This would enable us to see in one place what the conversation flow is, between the Jira and Zendesk users

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Have you tried using the Add a comment to linked Zendesk Support tickets from a Jira issue feature?

    This allows your Tech team (in JIRA) to add an internal comment or public reply to one or many of the linked Zendesk tickets. Any comments or replies to the Zendesk ticket will show up in the Zendesk Support section in the JIRA activity list.

    If you're looking to have dialogue between the two teams I'd recommend this feature, it should fulfil your use case. 

    Thanks,

    David

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  • Marc Dufour

    We have this implemented but when we create a new Jira entry it creates it into the Backlog instead of the Board. Is it possible to configure it to do this?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Marc,

    Can you tell us more information about how you go implement the integration? Thanks!

     

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  • Maggie Mucha

    I'd like to be able to sync the Issue Type from Jira to Zendesk so we can accurately report on our backlog and the nature of the tickets that have been escalated from Jira. Would this be possible at any point?

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  • Yaniv Dayan

    Hi,

    We can link a ZD ticket to Jira from the ZD side, but from the opposite way - creating a new issue on Jira, how can we link a ZD ticket to this issue, from the Jira side? 

    Is there any API that allows that?

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  • David Gillespie
    Zendesk Product Manager

    @... & @...,

    This isn't possible through the current integration but you could potentially create a custom app that did this. 

    There's an API available that can create, list and delete links. See this developer documentation for more details.

    Thanks,

    David

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  • Craig Chiofalo

    @... is there an option to make a post back to ZD from JIRA when an @mention occurs in a JIRA ticket? Would like to be able to use an @mention as a trigger for a ZD ticket status change.  Thanks.

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  • Ronja Sindek

    Hi, we use the Integration since 2 months. Actually it works well, but we miss one synchronization: If the status of the Zendesk ticket changes, the Jira issue gets no notification. Is there something wrong in our implementation or is this normal?

     

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    This depends on what's been configured in your installation. What have you set up? Have you turned on field sync or another feature?

    Thanks,

    David

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  • Jesuloluwa Olaoye

    Hi @.... I am trying to send an internal comment to Zendesk from JIRA when an issue is CREATED from Zendesk. And also when an issue has been linked to a Zendesk ticket (eg, "JIRA DW-234 has just been created/linked to this ticket"). Your article only talks about transitions within JIRA, not when an issue is created. I tried using similar steps but no internal notes are being sent to Zendesk

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    You could trigger a workflow to add a comment/internal note on both sides of the integration when the "jira_escalated" tag is applied to the ticket & issue. Would this fulfil the requirement?

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  • Jesuloluwa Olaoye

    Hi @..., seems like this could fulfil the requirement except I can't find how to set a trigger to post internal notes. Couldn't find it in the options given. How may I achieve this?

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for pointing this out, I'm looking into how the internal note can be added. 

    With regards to the purpose of the internal note, what were you aiming to use this for? Is there another way that we can achieve this? 

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  • Jesuloluwa Olaoye

    @... I'll generally want to trigger internal notes to notify agents of certain events immediately. Such as if they place a ticket on hold without specifying certain custom ticket fields, I'll want to action to be reversed and an internal note added telling them which fields are missing. 

    Also, whenever a JIRA ticket is created, linked, or unlinked, I want an internal note documenting which JIRA tickets have been added/removed.

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  • Casey

    Hi Zendesk - Do agents require a separate Jira account as well to create Jira issues/tickets from the Zendesk app/integration? We are using this for bug reporting, but also want some of our contracted vendor agents to be able to do it as well (they do not have access to our internal Jira). Thanks!

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  • Bruno Cabral

    Hi Zendesk team!

    We have a different scenario and we are evaluating if it is possible to configure/customize the add-on to suit our use case.

    Our technical support team uses Jira and we want to integrate Zendesk (end customer support) to it. Traditionally, all the escalation and issue tracking was done manually via Jira Portal for Jira Service Management.

    The problem is: these requests are structured as request-types in Jira, under the issue-type 'technical support'. And for different request-types there are different fields that are shown conditionally to a zendesk agent when opening a request on the portal.

    We want to use the 'create a request' via Jira add-on, with the issue type 'technical support' and selecting the appropriate request-type and showing the conditional fields to that request type. In a similar fashion that a zendesk form would work. Is this configuration possible in any way?

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  • Theresia Londong

    HI @... , do you have the answer to this problem already? I have a similar issue here but one of our ex-agents is able to push tickets from Zendesk to Jira without holding a Jira account, so we know it is possible, but we don't know how exactly.

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  • Brenda Cardinez

    Hi Casey,

    Support Agents do not need a Jira license or access once the integration is completed. Jira issues will automatically be converted into tickets and this needs to be managed within Zendesk Support only. Hope this helps! Thanks!

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  • Theresia Londong

    Hi @..., I have an issue here where I can not escalate a ticket to JIRA, every time I click the 'create issue' button, it renders a blank window, but I can link a ticket to an existing JIRA ticket. Do you know what might cause this issue?  And no, I do not have a separate JIRA account assigned to me. Thanks

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  • Sean Bourke
    Zendesk Product Manager

    Hi @...,

    I've created a support ticket on your behalf which we can use to investigate this further. You should receive an email shortly after the ticket has been created.

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  • Theresia Londong

    Hi @... looking forward to your response guys. Many thanks

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  • Martin Sachs

    Hi Team,

    For years, I have had multiple Zendesk tickets tied to 1 Jira and have had the field sync work (I know it doesn't work for 1 ZD and many Jira)

    This past week, I am seeing data not sync.  I'm still trying to pin down a pattern but figured I'd post here and see if there have been changes to this functionality.

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  • Sean Bourke
    Zendesk Product Manager

    Hi @...,

    As this behaviour isn't expected, we've opened a support ticket on your behalf to investigate this issue.

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  • Shayne Traqueña
    Zendesk Customer Care

    Hi Martin,

    Thank you for reporting the issue with us! We will assist you on the ticket you created.

    Best regards,

    Shayne Traqueña | Customer Advocacy Specialist

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