Jira integration resources

Return to top

31 Comments

  • Prasand

    Hi, you can connect Zendesk and Jira with the help of Workativ Assistant, you can create workflow automation and auto-resolve repetitive issues with this integration.
    Check here: https://www.zendesk.com/apps/support/workativ-assistant

    -1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    I'm wondering why there aren't more options for settings on this app. For example, it would be great (and more secure) to be able to turn this setting OFF:

    WITHIN Jira:

    • Linked Zendesk tickets are displayed in the Zendesk activity tab within Jira —providing a view of all public and private comments.
    2
  • Jeff C
    Zendesk Customer Care

    Hello Gautam,

    You should be able to achieve the same result by setting up custom field mapping thru this guide here.

    When creating a new issue, the custom field values within the Zendesk ticket will sync into a JIRA issue. The reason why the current 'copy fields' link only brings over the Summary and Description fields is because they're usually system field values where customers would normally copy + paste them in. So by setting up the field syncing feature shown in the above link, you can automate the values.

    0
  • David Mills

    Does this integration still work?
    I've been unable to connect Jira to Zendesk. It is failing at the auth stage where https://jiraplugin.zendesk.com/integrations/jira/oauth/finish is returning a 404 error.

    -1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Yes it definitely still works. I'd check both Jira and Zendesk and make sure the user that set up the integration has admin on both sides.

    1
  • Luke

    Hi, is there any way to disable or update when the Zendesk Support fields appears in the Jira issue glance panel (the right panel when viewing an issue with the new Jira view)? We only use the Zendesk integration with one project but every issue in our Jira instance has this field, which is kind of confusing to a lot of the teams. Thanks!

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Luke,

    This is configurable by the Jira admin in the Manage Apps ->Zendesk Support for Jira app -> Config. Under settings, you'll see the fields you can check off to be shown from within Jira. I've cut that part off from this screenshot for privacy reasons but this should be what your Jira admin's screen looks like when navigating to the right place:

    0
  • Luke

    Thanks for the fast response. The fields config helps with Jira tickets with linked Zendesk tickets, but what I'm about curious about is making the support panel go away for tickets without a Zendesk link.

    For example, this is a Jira ticket in an unrelated project with no linked Zendesk ticket but it shows the "Linked Tickets" panel and ultimately does nothing.

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Luke,

    Wow, you're right! I don't see a way to hide that. I checked my own instance and even on restricted projects, the Zendesk Support field shows.

    I agree this should be configurable.... I wonder if you might consider adding this to the Feature Request section? https://support.zendesk.com/hc/en-us/community/topics/1260801325369--Feedback-Ticketing-System-Support- 

    0
  • Beto
    Zendesk Customer Care

    Hello Luke, thank you for your question!

    Heather is correct in that it is currently not possible to hide this, even for tickets that are not related to Zendesk. Similar in a way to how the Apps in the sidebar of Zendesk will show for all tickets, even if they are not related to all of them.

    I agree that the best course of action right now is to create a Feedback Post in our Community, as Heather recommended. You can explain your use case and the more traction this post gets, the more chances there are for our Development team to consider implementing this in the future.

    I hope this was helpful!

    0
  • Doug Chung

    Luke's created a ticket here: https://support.zendesk.com/hc/en-us/community/posts/4565435928986-Zendesk-Support-for-JIRA-Limit-Zendesk-Support-to-allowed-projects-only

    Please upvote, it's silly for people who never use Zendesk to have to look at it's field in every Jira issue.

    2
  • Bonita Ling

    Is there a way we can limit the labels that are available for selection in Zendesk when using the Jira integration?

    0
  • Gautam Dama

    Any new users added to Zendesk after setting up the Jira integration are not showing up under the Reporter dropdown. Is there a way to refresh that list?

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Bonita Ling, I don't believe there's a way to limit label availability unfortunately. 

    Gautam Dama, I'm not following -- I'm not aware of an inherent way to sync users or anything so this might just be how your Jira vs Zendesk are set up? Where are you referring to, is it when you click Create Jira from zendesk? I don't think we can set the reporter there but have to go to Jira to do it and depending on your Jira setup, the user needs to have access there....

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Gautam Dama,

    The Reporter and Assignee fields are derived from the Jira user list. To see additional agents or users listed here, you would need to ensure that they also have an associated account within Jira.

    Where the reporter doesn't exist in Jira, you'll often see the ticket creation event coming from the Zendesk Support for Jira integration user in Jira.

    Regards,
    Sean

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Gautam Dama,

    Thanks for sharing this, however I suggest that you edit your post to remove the images.

    This relates to the behaviour of user search in the API, where it will search for all users based on each portion of the name, but only if the initial identifier is included.

    For example, a search for Sean or for Bou would return a result for my name; however, searching for rke would return no results.

    In your circumstance, starting the search with the letter 'a' to align to the name in Jira should start to return results.

    0
  • Lexi

    Is it possible to enable users to link more than 200 Zendesk tickets to a Jira ticket? My team often has to clone Jira tickets to be able to link Zendesk tickets if we reach the 200 ticket limit. 

    Not totally sure what purpose this threshold serves, but it is definitely limited for teams with a large number of customer contacts. 

    0
  • Gautam Dama

    Hey Sean Bourke, that did it. Thanks for your help!

    0
  • Bill Cicchetti

    Is it possible to link 2 separate ZD instances (Sandbox and Prod) to the same Jira instance?  Our DEV team only has a Prod Jira but would like to do some isolated testing in our ZD Sandbox into the Jira instance that is currently linked to our Production ZD instance.

    Thanks in advance

    0
  • Bill Cao

    Did anyone encounter "unknown error" when installing "zendesk-for-jira-3.0.24-production.jar" to jira server (v8.5.4 or other versions). The plugin 3.0.24 is supported on jira 7.0.0 thru 8.22.6 per  https://marketplace.atlassian.com/apps/1211941/zendesk-support-for-jira/version-history

    Thanks

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Bill Cao,

    I've created a support ticket from your message, so that we can investigate this further.

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Bill Cicchetti,

    At the moment, the Zendesk Jira Integration only supports linking one Zendesk to one Jira instance at any time. Curiously, are there specific features that you're seeking to test and validated with Sandbox?

    0
  • Aarthi Narayanan

    Is there a way to configure an automation rule that for specific tickets (with specific labels) created in zendesk, automatically create a ticket in jia (specific project)? I could not find much documentation on this. Please advise. 

    0
  • Bill Cicchetti

    Sean Bourke

    Looking to test the mapping of custom fields in ZD with Jira fields. With all the jira info in the applet you cant report, create triggers, or make visible to customers. One example if updating a custom field in ZD when the Jira ticket status changes

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Aarthi Narayanan,

    There's no built in way to do that, but it's certainly possible- You'd need to create Jira tickets via API using either a home built solution or Zapier or something like that. Keep in mind that you'd have to solve for all required fields on the target Jira project. 

    If you do this, please post a User Tip and show us all how you did!!

    0
  • Krishnamurthy Veeraraghavan

    Have Integrated Zendesk and Jira at present we are able create the Jira ticket from the Zendesk by clicking the Jira app and that is working fine

    Need help : When we solve the  Zendesk ticket which has the Jira reference ticket ID. How can i configure a notification so that it notifies the Jira ticket owner that the Zendesk ticket is close and close the Jira ticket also.

    Kindly let me know who can i achieve this.

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi @Krishnamurthy Veeraraghavan,

    What you're looking to do is achievable by doing the following:

    1. Create a single-select custom field on the jira side named "Zendesk ticket status" or something similar
    2. Add the new Jira custom field to the View screen(s) on the jira projects you create tickets on from zendesk.
    3. Go to the Zendesk app in Jira and add the field as a sync, one way from zendesk to Jira with the Zendesk Status field as the source.
    4. Add a Jira automation that looks for the Zendesk ticket status Jira field to be changed to "Solved" and have the automation add a comment to the Jira ticket at that point.
    5. TEST!

    Warning: If you are using the app to link multiple tickets from or to Jira/Zendesk, you may run into some issues with this so please test well!

    0
  • Jake Warren

    Is there a way to disable Zendesk comments from showing in JIRA? We don't want to expose this information within the JIRA.

     

    Heather Rommel - Looks like you mentioned this very same thing back in August of 2021, do you know if this has become available?

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Jake Warren, no not yet! Please upvote my "feature request" (aka security hole patch request) here!

    https://support.zendesk.com/hc/en-us/community/posts/4408868209050-Jira-Integration-App-Hide-Zendesk-Comments-in-Jira-Unless-Notify-Used 

    0
  • Gameboard Support

    Hi - 

    We have the JIRA / Zendesk integration triggering and updating assignee on the status change.  However, we are not seeing our Comment Text from the Post Function show up in Zendesk.  Where does that go?  Thanks!

    0

Please sign in to leave a comment.

Powered by Zendesk