Using the Zendesk Support for Jira integration

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66 Comments

  • Vitor Oliveira

    Hi team, 

    I have a Project that is already on the Allowed Projects list. but is now showing up the "Zendesk Support" tab inside the issue on Jira.

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  • Dror Sabbag

    Any chance to escalate the ZD issue to a new Jira ticket by using Macro?
    I wish to enable a quick Macro for the agent to escalate the ticket to Jira.

     

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  • Ekaterina Sumolaynina
    Zendesk Customer Care

    Vitor Oliveira it is expected for Zendesk Support tab to be visible inside JIRA issue. You are able to leave comments from JIRA to Zendesk by clicking on this tab. 

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  • Ekaterina Sumolaynina
    Zendesk Customer Care

    Dror Sabbag unfortunately, at the moment it's not possible to link ZD ticket to already existing JIRA issue or create a completely new issue in JIRA via macro. Your agents would need to use JIRA app for this in the apps sidebar in Zendesk.

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  • IT Bot

    We´ve installed the Integration and limited access to only two Projects in Jira. From time to time the restrictions made by us reset and in Zendesk are all Jira Projects available to choose.

    Anyone had this behavior before? 

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  • Sean Bourke
    Zendesk Product Manager

    Hi IT Bot,

    This is not an expected behaviour - I've raised a ticket on your behalf which we can use to investigate this further.

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  • Yaroslav Tarlekov

    Hello,

     

    I have made the integration and I am able to raise a ticket in Jira Cloud from ZD, but the Zendesk Support tab is missing in Jira. Do you know what could be the problem?

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  • Sean Bourke
    Zendesk Product Manager

    Hi Yaroslav Tarlekov,

    Are you currently using Team-Managed or Company-Managed projects? In some circumstances, a Team Managed project may not initially display the Zendesk Support Tab, however a Company-Managed Project will. Once you've set up the integration with a Company-Managed project, it will usually display in all subsequent projects.

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  • Yaroslav Tarlekov

    Hi Sean Bourke

    The integration has been made with a Company-managed project.

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  • Pippa

    Hi

    I wanted to know if there is any update to this article

    (see comments below from Yaniv Dayan)

    Because it states that for the integration to work the ticket must remain open, but I did some testing and it seems to work if I closed the ticket in Zendesk.

    For example, if I have a ticket in Zendesk open and I created a card for this ticket in jira using the integration, and I then later closed that same Zendesk ticket but still have the jira card open, when the person updates the jira card the updates are still noticeable in Zendesk even if that ticket is closed, however I can see that the ticket assignee holder in Zendesk receives a prompt about the update, is there a way I can do that?

    Also have you got a solution for duplicates? say a support member wants to send the issue to ira but doesn't know if that issue in jira already exists? how can the support agent find out so as to not create a duplicate jira card?

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  • Yaniv Dayan

    Hi Pippa

    Till ZD will find a solution (probably never) we decided that Tickets with a Jira issue will be submitted as On-Hold and not as Solved. Only after the Jira issue is fixed and an announcement is sent to the ZD ticket, we submit the ticket as Solved.

    We also created a trigger that if a Jira tag exists and status = Pending for 26 days, change the ticket status to On-Hold (before and to prevent auto Close and lock).

    I hope this could help you.

     

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  • Sean Bourke
    Zendesk Product Manager

    Hi Pippa,

    If a ticket is in a Solved state, then the Jira integration will still be able to perform an update on that ticket. Once it enters a Closed state, it is locked and can no longer be updated by an agent or the Jira integration.

    As Yaniv Dayan has noted, you can utilise trigger/automations to prevent this from occurring. For example, you can update the existing Solved > Closed automation to exclude tickets with a jira_escalated tag and instead perform a different behaviour; or you can catch and update these tickets prior to them the conditions which will result in a closed state.

    With regards to duplicates, there are a few ways this can be approached. If you are using problem and incident tickets, you can associate the Jira issue with the problem ticket and contain the hierarchy of associated incident tickets within Zendesk. Alternatively, the ticket search function in the Jira Sidebar App supports JQL, so you can further filter the issue you're looking for in Jira.

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  • Yaniv Dayan

    Hi Sean Bourke, Still, it could have been nice if the Jira integration could create a follow-up ticket for closed & locked tickets. Sometimes it takes years till the Jira issue is solved, and this means many tickets stay "on-hold" for a very long time.

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  • Pippa

    thank you Sean Bourke and Yaniv Dayan! I also wanted to know regarding the "duplicate" issue, if there is a limit to how many zendesk tickets you can link to an already existing Jira card?

    For example, I have 10 zendesk tickets that have come in reporting a login bug, I have already opened a jira card called 505 login bug, can I use the "link issue" button an all 10 zendesk tickets? and is there a limit to how many I can link to one jira card?

    thanks

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  • Sean Bourke
    Zendesk Product Manager

    Hey Pippa,

    That's correct, you can link multiple Zendesk tickets to that Jira issue. A single Jira issue can be linked to up to 200 Zendesk Support tickets.

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  • Mele G

    Hello!

    My team and I have been trying to configure a workflow wherein a new internal comment from JIRA will change their Zendesk ticket status from On-Hold to Open, or give them any other notification in Zendesk that there has been a new comment added. Is this possible?

    Additionally, if our team in ZD could be notified of JIRA ticket status changes, that would be helpful too, but our main concern is internal comments. I wondered if adding Zendesk users as watchers might help this, but I cannot confirm. 

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  • Sean Bourke
    Zendesk Product Manager

    Hi Mele G,

    If you are using the dedicated integration user (Jira Integration), then all comments created from the Jira comments section will be posted as this user. Using this, you can establish a trigger when the Current User is Jira Integration and the ticket is On-Hold to change the ticket status, or to provide a notification from Zendesk.

    Regarding Jira ticket status changes, these can be established in Jira workflows for the workflow change events where you want to notify Zendesk. When a ticket moves to a new workflow state, you can provide a comment and change the Zendesk ticket status to reflect the behaviour which has occurred (i.e. a Jira ticket is closed, so the Zendesk ticket is updated to solved). If using this functionality in conjunction with the above trigger suggestion, you may have to make your trigger conditions more explicit - such as including a specific phrase in the Jira workflow update comment and adding a trigger condition Comment Text does not contain (term defined in Jira workflow update).

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  • Mike Toole

    Is it possible to change the label "jira_escalated" to maybe something like "jira_linked"?

    There are scenarios where a linked Zendesk ticket may be something other than an escalation, like a feature request or just feedback. Using the word escalated implies prioritization and can be confusing for our Jira users.

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  • Aleksandar Salevski

    Hi All,

    Does any of you had a case when you needed to create Jira ticket automatically. So when end-user/costumer raise a ticket in ZD, that ticket to be created and linked in Jira.

    BR,

    Alex 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    YES. And it seems the integration doesn't do that but I wish it did! I put some heads together on this and we think you'll need a middleware like Workato or Zapier to do it.

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  • Pippa

    Also for the attachments, it would be great that when we click on "create issue" and get the screen pop up to enter the information to be able to attach from their a video or screenshot.

    Or in the description box again once clicked on "create issue", in that field to be able to paste pictures.

    Currently if a support member in zendesk needs to create a ticket in Jira, then like to do a summary of the issue by writing up each reproduced step of a bug with supporting screenshots, so would be useful if they could write that up on the description field after clicking on "create issue"

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  • Viktor Hristovski

    Hello - we have this integration setup and it works pretty well . Just one thing, when creating a new issue from Zendesk, we can select a project but some of them are missing. WE have 150 projects in Jira, and in Zendesk it shows 106 (of which 6 are in the archived projects in jira). Could there be a limitation to show only 100 projects?

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  • Sean Bourke
    Zendesk Product Manager

    Hi Pippa,

    Thank you for your feedback, I've recorded this for future consideration.

    At the moment, the integration supports the ability to share/attach any existing attachments from within the Zendesk ticket, however this will create a link back to the Zendesk attachment. Any attachments within the Zendesk ticket will also be available to view from within the Zendesk Support tab in Jira; so any additional information (i.e. screenshots, HAR files, etc.) are available to view from here within Jira.

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  • Sean Bourke
    Zendesk Product Manager

    Hi Viktor Hristovski,

    Thanks for sharing this, we'll look into it. If possible, it may also be worthwhile checking the below, as project permissions can prevent visibility via the API.

    If you visit the Permissions setting for these projects which are not appearing and compare them to others which are visible, do they have any variance in Browse Projects permissions?

    If the OAuth User or Project Role (atlassian-addons-project-access) did not have permission to Browse Project, they will not be able to see it listed within the Create Issue modal, or in the Issue Search.

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  • Viktor Hristovski

    Hi Sean Bourke,

    they have the same permissions (the ones showing and not showing)

     
    • Project Role (JIRA-Users)
    • Project Role (Project Administrators)
    • Project Role (Sprint Leaders)
    • Project Role (atlassian-addons-project-access)
    • Group (jira-users)
    • Group (system-administrators)
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  • Viktor Hristovski

    Sean Bourke we are using a permission scheme and they all have it. I have manually checked absolutely all settings on the projects (from the image) and they all match .

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  • Sean Bourke
    Zendesk Product Manager

    Thanks Viktor Hristovski,

    I've raised a bug and we'll investigate further from our end.

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  • Ahmed Esmat

    Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?

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  • jerry Ishmael

    Maybe this was mentioned before but I cannot find any details on the following:

    How can I go about removing the label "jira_escalated" if a Jira has been unlinked in the integration or, there is no Jira linked? 

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  • Pippa

    Hi, can we limit the project drop down list? so instead of showing all of the existing projects in jira, only showing a few of them?

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