Using the Zendesk Support for Jira integration

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86 Comments

  • Frédéric

    Pippa yes you can manage that in Jira, in the app setting  go to Apps > manage your app > zendesk app > configure > project restriction, then you can allow project and only the one selected will show up !

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Pippa

    Yes you can! You have to do this as an Admin in Jira:

    Go to Manage Apps -> Zendesk Support for Jira -> Configure

    Then go to Project Restrictions

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  • Pippa

    Thank you Frédéric and Heather Rommel

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  • priya V

    Hi, 

    We have integrated zendesk with Jira recently. Whenever we add a comment to Linked zendesk ticket from Jira, it takes the integration account as who commented on ticket and not the actual person who commented.

    You can see in the screenshot, The "Test message" was sent by Eric but in Jira as well as in zendesk, the comment shows under my name. 

    Can anyone please help me here?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Priya,
    This is because when you set up the integration on the Jira side, you need to check the box that says Create New Dedicated Account. Otherwise the integration will use your account.
    you'll need an extra Agent seat on Zendesk to correct this. Go to the app config in Jira and disconnect the current integration (take screenshots of what you've set up for fields and such). Then re-set it up the connection and check the checkbox for Create New Dedicated User.

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  • Jimmy Rufo

    Does anyone know if the "Add for all tickets" checkbox (in the Zendesk support option within the JIRA activity dropdown) can be defaulted to checked, when commenting to Zendesk?  Or is it in the roadmap?

    We have JIRA assignees that have forgotten to check that off to send a response to all linked ZD tickets.  I am aware of the Zendesk Support option in the right side of the JIRA that will accomplish that use case, but figured to check as well.

     

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  • Sean Bourke
    Zendesk Product Manager

    Hey Jimmy Rufo,

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

    With posting comments back to Zendesk from Jira, there are two options - via the Zendesk Support tab at the bottom of the page (where you need to select Add for all tickets) or via the Zendesk Support ticket list in the sidebar. If you comment via the sidebar, this will natively result in a comment being added to all Zendesk tickets which are linked to that Jira issue.

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  • James Molina (ENVOY)

    Are the Zendesk Custom fields visible in JIRA via this integration?

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  • Sean Bourke
    Zendesk Product Manager

    Hey James Molina (ENVOY),

    You can configure which fields (including custom fields) should be displayed in the Zendesk Support section of the Jira ticket. Further to this, the Zendesk Custom Fields listed here are compatible with Jira Field Syncing to the associated Jira field types. 

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  • Pratik

    Hi Team,

    From a few days ago i am unable to add any comments via JIRA for the linked zendesk tickets. Have reached out to the zendesk support team but while they get back do we have a workaround for this ?

    Please see below screenshots

     

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  • Jozsef Keresztes

    Hello,
    Our Customer Support is using Zendesk. Our development teams are using Jira. 
    We decided to setup the Zendesk-Jira integration. 
    We followed the recommended articles. Set up webhooks in Jira and in Zendesk as well. 

    The integration is working smoothly only with one exception. 
    When a customer writes a comment on a Zendesk ticket, then we expect that the issue watcher in Jira receives an email notification. But that step is failing. 

    We enabled the option called "Send email notification to issue watchers when comments are added to linked tickets." 
    But it has no effect. 

    Could you please advise what could go wrong? 
    It is working in the other direction, e.g. if a developer leaves a comment in Jira ticket under 'Zendesk support tab' than the assignee of the Zendesk ticket receives a mail notification. 

    As a workaround, if a customer leaves a comment in Zendesk, we click manually on the "Notify" button and copy the last comment, after that the Jira ticket will be updated 
    with something similar "This notification was sent from Zendesk Support ticket #XXX to all linked JIRA issues by XXX" and the Jira issue watcher receives a notification email. 

    How can we automate the manually clicking on "Notify" thing? Is it possible to achieve it somehow?

    Any ideas are welcome! 
    Many thanks in advance!

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  • Catherine

    Hi Team,

    Sean Bourke, could you please advice, if it's possible to remove the text added automatically to issue discription * Please see Zendesk Support tab for further comments and attachments. ?

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  • Jimmy Rufo

    Hi Sean Bourke,

    Is there a feature in the works that will allow a notification to be sent to Zendesk from JIRA, based on the sheer linkage of the ticket?  We're hitting a use case where JIRA assignees will either forget to, or may not feel it is optimal to manually use the Zendesk support notify box, as an extension of providing a regular JIRA response.  Is there a way that can be baked into the regular JIRA response mechanism to also notify Zendesk in parallel, if a ticket happens to be linked?

    If no feature is in the works, is this something Zendesk Prof Serv can accomodate?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Jimmy Rufo,

    I'm not sure I know what you mean by "based on the sheer linkage of the ticket". But if you want, you can enable this setting which basically adds the zendesk assignee as a watcher to the jira tickets (Haven't used this, so test it!).

     

    If you mean that you want Jira to update the Zendesk ticket based on some conditions, you might want to check out my User tip: How to Customize the Jira Zendesk Integration to Update the Zendesk Status. At least it can get you started - modify based on your Jira status or a combo of Jira fields.

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  • Jimmy Rufo

    Hi Heather Rommel

    Thanks for the tip, but that won't necessarily help me, since my JIRA requesters are already on the JIRA ticket.  They already get the JIRA emails, but I don't want my staff to have to leave Zendesk to see if there is a JIRA update, since that slows workflow.  I also have an automation in place where the Zendesk ticket status changes to "Open" from "On Hold", if the Zendesk notify feature is used from JIRA.  With our large volume of tickets, we use ticket status in Zendesk to better manage and filter our queues.

    When I say linkage of the ticket, it means i'd like to automate the Zendesk notification from JIRA upon commenting, if a Zendesk ticket is in fact linked to JIRA.  There are many JIRAs that are not directly related to a Zendesk ticket, which is I referenced that.

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  • Sean Bourke
    Zendesk Product Manager

    Hey Jozsef Keresztes,

    Thanks for raising this - we're looking into it.

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  • Sean Bourke
    Zendesk Product Manager

    Hi Catherine,

    The text contained within the Issue description is automatically added when an issue is created from a Zendesk ticket. Its primary purpose is to ensure that the individual reviewing the ticket accesses the Zendesk Tab to attain any additional ticket information to assist with broader context - is there a reason you're not wanting to include this?

    In lieu of an option within the Zendesk integration, this can be removed automatically via a Jira Automation which:

    1. Runs on Issue Creation
    2. Edit Issue Fields - Description
    3. Updates the field to:
    {{issue.description.remove("~* Please see Zendesk Support tab for further comments and attachments.~")}}
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  • Sean Bourke
    Zendesk Product Manager

    Hey Jimmy Rufo,

    It would be great to understand this use case a little more. Are you looking to identify to a Zendesk Agent when a Jira ticket last changed status, or when it was last updated (via any behaviour)?

    There are a few considerations and options which could be considered depending upon your use case (but keen to explore this further) and the out of the box integration:

    Using the Jira Sidebar App

    The Jira sidebar app provides the ability to display additional Jira fields including Updated - this will show the last time an update occurred on the Jira ticket from within Zendesk.

    Updating the ticket when a Jira Issue changes status

    Using Workflows, you can update the associated Zendesk ticket when the Jira ticket changes to a different workflow state. This can be used to provide broader updates (via internal comment) when the associated Jira issue is updated.

    Using Field Sync

    This would enable broader filtering in ticket views (i.e. where the linked Jira has been updated in the past x days), however is constrained to tickets which can use field sync (i.e. if there are multiple tickets linked to a Zendesk ticket, this wouldn't work).

    1. Create a custom Date field in Jira (Last Updated)
    2. Create a custom Date field in Zendesk (Jira Last Updated)
    3. Establish Field Sync for Last Updated (Jira) > Jira Last Updated (Zendesk)
    4. Create a new Jira Automation rule to set this field whenever an update occurs and sync it back to Zendesk
    5. > Trigger: Issue updated (or Issue commented)
    6. > (Optional) Conditions: Labels contains jira_escalated
    7. Edit Issue: Set Last Updated to "{{now}}"
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  • Jimmy Rufo

    Hi Sean Bourke

    I can forward you the workflow we have which I think will help, but my main issue is I want my support team in Zendesk to know a JIRA update has been made to their ticket, via a change in support ticket status, and without them having to leave the agent interface. 

    In fact, I have that workflow in place and it works nicely, but it does require a JIRA assignee to manually have to use the Zendesk integration to notify the Zendesk ticket of an update.  It is that manual process on the JIRA side, that we want to see if there are options to automate.  I want the flexibility where things like a regular JIRA status change or comment will not only sync an internal note to my linked Zendesk ticket, but also update the status automatically to an "Open" state.

    The sidebar is great for general awareness, but it doesn't give me an alert within the agent interface of a JIRA update, the same way that the trigger changing the status to "Open" does.

    Regarding field sync, this is the first I'm hearing about it.  As far as I knew, a field in a linked JIRA couldn't sync to a field in the linked Zendesk ticket (ala the Salesforce-Zendesk integration), but perhaps you have more information on that process that I can learn about?

    Also, let me know if you have any feedback on the workflow I sent to you via email.  Thanks.

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  • Lawrence Dye

    Sean Bourke

    Its primary purpose is to ensure that the individual reviewing the ticket accesses the Zendesk Tab to attain any additional ticket information to assist with broader context - is there a reason you're not wanting to include this?

    To provide some feedback on this, only our Customer Support team is using Zendesk. All other internal teams are using Jira. Multiple teams across the organization would need to be trained to ignore this line on issues coming from CS, which just isn't feasible. Even during testing, notice was provided to teams, and there were still confused messages from Jira users about not having access to Zendesk when they saw it. 

    This would be so helpful to our team if not for this message being hardcoded into the integration, it just seems like such a strange decision that it's not even an option.

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  • Nicole Robertson

    I want to leave this here for anyone else pulling their hair out:

    If you have the integration set up and successfully linking tickets and mapping fields but the 'Zendesk Support' tab isn't showing up on your Jira tickets, check that the reporter field is on the create issue screen for all issue types in the project's screen scheme. 

    Found it in this article

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  • Dave Jensen

    We're trying to find a way to get the JIRA ticket to populate on a ticket field in ZD so we can do easier reporting off of our problem/incident tickets. Has anyone found a way (using triggers/automations or alternative ways) to accomplish this?

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  • Martin Sachs

    Dave Jensen - avail in the native integration but only works if there is one Jira tied to the Zendesk.  You know where to find me if you want some help.  Hope you're well

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  • Nicole Robertson

    Hi Dave Jenson, do you mean just a link to the Jira ticket or do you want more info on it?

    If it is just a link to the ticket that you want AND if the Jira tickets in question are created from Zendesk AND if you only have one Jira ticket per Zendesk ticket I have an idea that is a bit of a workaround. You can't map Issue URL directly to Zendesk in the Zendesk for Jira app configs, so you will need to create a custom field in Jira, have an automation drop the issue link into it, and then map that field to a Zendesk field in the app config. 

    Here are the steps if needed:

    1. Create a 'Jira Ticket Link' custom field in Jira. I would just make it a short text field because I am not sure how well Zendesk plays with URL type fields. It might be fine, I just don't know.
    2. Set up an automation. You'll have to work out what trigger makes sense for you, mine would be: new issue created with jira_escalated label.
    3. The action step in the automation should be to edit an issue field. Choose the 'Jira Ticket Link' custom field to edit and put the smart value {{issue.url}} into it. It will look like the image below, only yours will say 'Jira ticket link' or whatever you called your custom field rather than 'summary', which I just used for the screenshot.
    4. Create a custom field in Zendesk that will hold the ticket link.
    5. Go into the Zendesk for Jira App config in Jira and map Jira Ticket Link field to whatever field you created in Zendesk.

    I tested bits and pieces of this but not the whole thing, I'd love to hear how you go! 

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  • Luis Pagan

    We have an issue with ticket updates not notifying JIRA watchers.  Whenever any comment internal or public is added to the ticket that is linked to a JIRA the watchers are not notified via email or slack.  Any ideas on what could cause this, or is this a known issue?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Luis, I see you've opened a ticket with our customer care team - thanks for your patience, they'll get back to you as soon as they can.
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