Using the Zendesk Support for Jira integration

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129 Comments

  • Kate L

    Hi Shirley,

    Sorry for the confusion, but our current integration only allows users to be able to link a Jira issue within Zendesk, not the other way around. 

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  • Shirley Blaine

    Hi Kate, understood, and thank you for confirming.

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  • Erinea Ravasio

    I'm not sure if this is a thing or not, but it looks like the integration takes a lot of time in finding new Jira tickets to link.
    Is it possible or is it a mistake on my end?

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  • Sean Bourke
    Zendesk Product Manager

    Hi Erinea Ravasio,

    The integration interacts with the Jira API, however there may be a short-lived cache which means that new tickets which were previously searched for are not visible for a minute or so.

    If you search for the Jira ticket ID (i.e. TICKET-123) in the search field, are you receiving a response, or is there a delay until it is visible?

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  • Erinea Ravasio

    @... 1-2 minutes is fine, but unfortunately I cannot find a ticket that was created 2 days ago.

    Not sure why this is happening

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  • Viktor Hristovski

    Hello all, its possible that this was addressed before but im curious to know : We have two different Zendesk instances that work independent on each other , and only one instance of Jira. Right now we have the Zendesk/Jira integration built and working with only one of our Zendesk. Is it possible to connect our Jira to the second instance as well? 

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Viktor, The Jira integration only supports 1:1 linking between one Zendesk account and one Jira account. Due to this, it’s not possible to link multiple Zendesk accounts to a single Jira instance at the moment. Thank you!

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  • Brittany Lancaster

    The post is an integration platform that syncs data between Jira and Zendesk Support helps you improve the efficiency of both your help desk and your development teams. Support teams can easily escalate and link Zendesk tickets to Jira issues. 

    Visit: https://psglending.com/about-us/

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  • Romain Baio

    Hi,

     

    I've put two comments on my Jira issue, from the Jira interface : one is a public answer, the other is an internal note.


    However, the Jira issue modal on Zendesk displays all the comments, regardless of their status.
     

    While looking at the JSON response that is loaded in this modal, I've found a field called "jsdPublic: true/false" that seems to match the Jira issue visibility status

     

    Is there a way to only display the comments that have the jsdPublic field set to true ?

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  • Cristian
    Hi Romain! I'm sorry this is happening. There has been a ticket created regarding this issue. Please expect a reply by email shortly. Thank you!
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  • JAM-Test Admin User

    Hi, is there any option to hide internal notes from the comment type?

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  • Marine
    Zendesk Customer Care
    Hi Jam! 
     
    This is currently not possible to remove/hide the internal notes in JIRA from the comment type. 
    It's only possible to make all comments private at the moment.
    There isn't existing feature request for this, thus I'd recommend you to add your feedback here, in our community.
     
    I hope this clarifies!
     
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  • JAM-Test Admin User

    Hi Marine,

    Thank you for your feedback, I have added it to the community.

    Can you please explain more what you mean by "It's only possible to make all comments private at the moment."

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  • Marine
    Zendesk Customer Care
    Hi Jam, 
     
    You're welcome.
    This is only referring to the function existing here, when making replies. 
    Sorry if that was confusing regarding your initial request. But indeed, to confirm, the internal notes cannot be hidden under the Comment Type, where you spotted it.
     
    Hope this helps! 
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  • Jason Cheong

    Hi Zendesk team,

    Is it possible to set the "Zendesk Support" activity tab as the default rather than having to select it?  Right now it currently defaults to "Comments".

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  • Brittany Mandel

    My Zendesk comments aren't showing in the Zendesk Support tab in Jira. How do I fix this?

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  • Sarah Stocks

    Hi

    We use the integration and it is working well apart from one field ...please help! We have all of our clients imported into Zendesk but I can't figure out what this is called to map to the correct field in Jira? The integration looks like it only has 4 system set fields (Assignee, Status, Priority, Type).

    Surely there is a way to pull Client through and if not, how do other companies manage this?

    Context: our dev team also want to report by Client.

    Thank you!

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  • Martin Sachs

    HI Sarah Stocks,

    From my experience, the field sync only supports ticket level fields, not Org fields.  The org field can be mapped in the iFrame portion and I have Org Visible in Jira but not in a native Jira field so you can't filter or build lists and reports on it - just view it.

    I solved this by using a webhook from Zendesk to Zendesk that puts the organization name as a text custom field on all tickets when created.  This then allows that to sync to a text field in Jira.  The complication here is it consumes API threshold limits so as you add more and more of this, you have to monitor your API consumption and rate limits.  We combine multiple needs into one webhook to minimize this.

    Hope that helps - happy to share some examples of how we do this.

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  • Sarah Stocks

    Thank you for the speedy response Martin Sachs

    I wondered if it was because it was an Org field and that isn't mapped. Isn't that a bit bonkers that's not included in the integration?!

    I was thinking of using an automation within Zendesk so "when ticket is created, automatically complete the Organisation field with the correct Organisation". The Support Specialist will then have to manually click the dropdown to include in the Jira integration but we're having to do this for Product and Ticket Type so can make this work. Does that make sense and am I missing anything?

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  • Martin Sachs

    I'm not sure an automation would work here.  Last I checked Zendesk doesn't support placeholders or formulas in triggers or automatons so you'd effectively have to have one for each org.  If Org is A then ticket org A etc etc.   That is not possible in my world thus the webhook route where the JSON payload can reference an Org placeholder. 

    Also, once you do get the value at the ticket level fields, you can include it in mappings to Jira assuming your field on that end is a matching text type.

    Does that make sense?  If I'm wrong about not being able to use triggers or automatons, Id love to learn because this has been a challenge of mine with both Jira and Salesforce integrations. 

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  • Sarah Stocks

    I will come back to you on this. It's being tested but think we can make it work.

    I was looking for how to send a private message instead of spamming here but not sure you can? Since it sounds like you use the integration quite heavily, I wondered if you would be open to a quick chat to walk me through your workflow to see if there any process improvements I can make on my side?

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  • Martin Sachs

    Sarah Stocks  Happy to connect assuming that was directed to me.  I also tried to private message you but couldn't.  Maybe our Zendesk CSMs can put us in touch?

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  • Vincent Synan

    Hello Zendesk support team,

    I am a Delivery Manager responsible for the overall release management of an organisation (using JIRA). One of our Service providers uses Zendesk to maintain support calls. Zendesk tickets are raised by our internal Customer Ops teams, and then tracked and resolved by the Service Provider.
    We are looking into ways to improve the system - and believe that making our JIRA the single version of truth for Release Management will return value.

    We would like for the agent to enter information in one place - and for all following events to be automated.
    Is that possible?
    Is there an automation (preferably in JIRA) than can generate a Jira ticket automatically from a Zendesk ticket creation? Alternatively, is there an a automation that can generate a Zendesk ticket automatically from a Jira Issue created?

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  • Jeannette Räntfors

    Hi,

    I've received a question from one of our teams, if there is any way to automatically create/generate a Jira ticket from a created Zendesk ticket. Is that possible? Either using triggers or perhaps API?

    Kind regards,

    Jeannette

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  • Jeana

    hello team,

    we are very interested in the function of adding a comment to jira via zendesk ticket. Though we have found an issue that slows us a bit. Could you please let us know if it is possible to send a comment via notify button without the internal comment being duplicated into the zendesk ticket itself? As it just multiplies the amount of internal comments on the ticket? We are also interested if it is possible to change the workflow of jira ticket via the zendesk? Perhaps there is a possibility that Jira ticket will be updated to a certain status when we send a comment via zendesk? 

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  • Paul Little

    Anyone else suddenly run into this issue? (Search Failed...)

    UPDATE **  relinking solved this, but still unsure why this occurred...

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  • Kenneth Morris
    Zendesk Luminary

    Hello Folks,

    My team stated they have ran into an issue with the application, none of the linked issues are displaying and we can not add JIRAs to a Zendesk ticket via integrated app on the right sidebar. Previously linked JIRAs do not load, although it does show the number of JIRA tickets that were linked prior to this issue starting.

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  • Amy Gracer
    Community Moderator

    We have been using the Jira integration for a long time, but are just now realizing how robust it is. Our ultimate goal is the same some others have mentioned: to have Support in Zendesk only and Dev in Jira only, rather than assigning developers tickets in Jira and Zendesk. Some questions:

    1. Will my development still need Zendesk licenses if they are not assigned or directly commenting in the Zendesk tickets? Is there a view only license for development? (like a light agent?)

    2.  I have set post functions to update the Zendesk ticket for comments and status changes. Notification of these changes appear as an email from the person who originally set up the integration, rather than from the {{user.displayName}}  in Jira. Is there a way to send these notifications from the Jira user?

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  • Sabra
    Zendesk Customer Care

    Vincent Synan & Jeannette Räntfors - while we don't have native integration to automatically create a Jira issue when a Zendesk ticket is created, Zendesk can call a webhook via a trigger, when a ticket is created or updated, or via an automation which can send a JSON payload to Jira to create an issue. Dave provides more information on this here

    Jeana - Natively, Jira users can see the comments from linked Zendesk Support tickets by navigating to the Zendesk Support tab on the Jira issue. However, for any comment from Zendesk to show directly on the Jira issue, the Notify option in the app would need to be used. If you are wanting different behavior for comment syncing to Jira, I would recommend looking into custom options with trigger/automations and webhook like mentioned above in the comment to Vincent and Jeannette :) Since the Zendesk ticket status can't be directly mapped to Jira statuses, you would also need to use something custom here to achieve this workflow whether that be syncing the Zendesk status to a custom Jira field and Jira and having a Jira workflow around the custom Jira field or using a webhook that will update the Jira accordingly.

    Amy Gracer - 1) If your developers need to access tickets in Zendesk, they will need to have a some sort of staff access; and it sounds like a light agent role would be the best fit. The light agent role would not consume a full agent seat. However, if you don't care to have your developers in Zendesk at all, then they wouldn't need a Zendesk user account at all -- not even a light agent user profile. 

    2) There is not a way to change this at this time. 

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  • Bill Cao

    Hi All, Is there a way of workaround to post the comments from Zendesk tickets in the Comments area instead of Zendesk Support? We really need all the comments in Jira to stay in Comments area, don't want some comments in Comments, others in Zendesk Support. Thanks a lot.

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