Jira integration resources

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11 Comments

  • 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.
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  • 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- 

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  • 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.

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  • 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.

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  • 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!

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  • 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.

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  • 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

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  • 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!

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  • 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.

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  • Gautam Dama

    Hi, Is there a way to add Custom fields to the Copy fields from ticket functionality when using JIRA integration in Zendesk.

    I want to be able to copy the Domain field from the ZenDesk ticket. Currently just Summary and Description are copied over.

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  • 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:

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