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By connecting the action builder to external systems, such as Jira, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.
Note: The steps associated with external systems in action flows are referred to collectively as external actions.
This article contains the following topics:
  • Connecting Jira to action builder
  • Using Jira actions in action flows

Connecting Jira to action builder

Before you can include external actions in your action flows, you must connect the action builder to the external system.

When connecting to external systems for use in action flows, the following best practices are recommended:
  • All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.
  • All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.
  • When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.
To connect Jira to action builder
  1. In Admin Center, click Apps and integrations in the sidebar, then select Actions > Action flows.
  2. Create or edit an action flow.
  3. Open the step sidebar.
  4. Under External actions, click Jira.
  5. Click Connect.
  6. Follow Atlassian's prompts to authenticate and complete the connection.
    Note: All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.

After you've connected to the system, you'll see an indicator that it's connected and details about the instance you're connected to, as well as the actions available for Jira.

Using Jira actions in action flows

Jira action steps can be used to automatically create and update Jira issues based on tickets. For example, you could automatically create Jira issues for bugs reported in Zendesk tickets, check a Jira issue's status before closing a Zendesk ticket, update Jira issue assignment based on ticket assignment, or move a Jira issue from one status to another when a ticket is being worked.

The following Jira actions are available:
  • Create issue
  • Get issue
  • Edit issue
  • Transition issue

Creating a Jira issue

Use the Create issue action to create a new issue in the connected Jira project.

This action has the following inputs and outputs:

  Variables
Inputs project_id, summary, issue_type_id, assignee_id, priority_id, description, labels
Output id, key, self

Getting a Jira issue

Use the Get issue action to retrieve details about a specific Jira issue.

This action has the following inputs and outputs:

  Variables
Inputs issue_id or issue_key
Output Full issue metadata

Editing a Jira issue

Use the Edit issue action to update a Jira issue's details, incuding the summary, assignee, and description.

This action has the following inputs and outputs:

  Variables
Inputs project_id, summary, issue_type_id, assignee_id, priority_id, description, labels
Output id, key, self

Updating a Jira issue's status

Use the Transition issue action to change a Jira issue's workflow status. For example, from "To do" to "In progress" when work begins.

This action has the following inputs and outputs:

  Variables
Inputs issue_id or issue_key, transition_id
Output none
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