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.
12 Comments
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
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:
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.
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.
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.
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.
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!
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:
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.
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-
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!
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.
Please sign in to leave a comment.