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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
  • Installation and configuration
  • Using the integration
  • Syncing data between Zendesk and Jira
  • Reporting

About the Jira integration

The Jira integration enables linking, tracking, and synchronizing 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 to 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. Lastly, Jira can automatically update a Zendesk ticket when the issue status changes, so your support teams are always across any development updates.

Installation and configuration

  • Setting up Zendesk Support for Jira integration

  • Migrating Zendesk Support for Jira integration when moving from Jira Server to Jira Cloud

Using the integration

  • Using the Zendesk Support for Jira integration

  • Updating a ticket when the status of a Jira issue changes

  • Restricting access to projects in your Jira integration

  • User Tip: How to Customize the Jira Zendesk Integration to Update the Zendesk Status

Syncing data between Zendesk and Jira

  • Using the Jira field syncing feature

  • Configuring JIRA Cloud WebHook for field sync

Reporting

  • Reporting on the number of Zendesk tickets linked to a Jira issue

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