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 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.
37 Comments
Hey Gameboard Support,
It looks like you've configured the workflow postback function to respond with a comment to the ticket. Please ensure that you've selected the correct workflow state change (i.e. when moving an issue from In Progress to Done) and ensuring that you've published any draft workflows.
A Public comment will be visible to and respond to the requester of a ticket, whereas an Internal note would instead only be visible to ticket agents.
Hi,
Is there a way to link Jira issues to Zendesk tickets within Jira?
Thanks!
Hi Tomer Blankitny,
Not at the moment. Jira doesn't provide a feature yet for the integration where you can link Jira issues to Zendesk from the JIRA UI.
Hey Tomer Blankitny,
While there is no native way to link a Jira issue to a Zendesk ticket from Jira, the Jira Integration API provides a pathway to programatically link a Jira issue with a Zendesk ticket.
Is there an option to get the linked Jira issue link/key when getting an email notification on a ZD ticket?
Hi Tomer Blankitny,
This should be possible, however there are some caveats. Jira integration linked items aren't natively available within trigger placeholders, so you'll need to use the Jira field sync capability to fill custom fields on a Zendesk ticket with associated information (such as the Jira issue key). If you link more than one Jira issue to a ticket, then this will likely only include the first item linked.
Once the Jira field is synced to a custom field within Zendesk, that custom field can then be included within trigger email notifications.
Hi, is there a way to hide internal notes from the comment type?
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