This article contains links to resources for understanding, setting up, and using the Jira integration in Zendesk Support and in Atlassian Jira. It contains the following sections:
About the Jira integration
The JIRA integration enables linking, tracking, and synchronization of information between Zendesk tickets and Atlassian Jira issues, encouraging collaboration between support and development teams.
Support teams using Zendesk Support can create links between a customer ticket Zendesk and the work developers are tracking in Jira. They have visibility on the progress of any Jira issues linked to the Zendesk ticket, and can also create new Jira issues in Zendesk Support.
Development teams using Jira can have visibility of any Zendesk tickets associated with the Jira issues they are working on. They can see linked ticket details (such as status, priority, and type) and all communications with a customer by viewing the Zendesk ticket comments in Jira. They can link tickets to Jira issues and communicate to Support agents in Jira, by adding new comments into Zendesk tickets.
The field syncing feature allows near real-time data syncing between Jira and Zendesk Support. This provides ticket and issue data for both Jira and Zendesk to stay up to date. In addition, Jira can automatically update a Zendesk ticket when the issue status changes, so your support teams are always across any development updates.