Using the Zendesk Support for Jira integration

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112 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 Novak
    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
    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
    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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