JIRA integration supports attachments

59 Comments

  • Official comment
    Yuri Mylis
    Zendesk Product Manager

    I can see that this feature is something many have been asking for, unfortunately development resources are limited and we've been prioritizing other integration work above this feature.

    Please continue to vote as this give a clear indication of how common the need is. 

  • Bill Cicchetti

    I too would like this ability  since our Developers many times add scripts/screenshots/logs to the shared tickets that are needed by the support staff.  I was able to share attachments in ZD to Jira but not from Jira to ZD

    3
  • Michelle Benes

    This is extremely frustrating. I just found out that the attachments don't copy and had to update all the Jira tickets manually.

    I work in a highly secure industry. We can't use the work around that could potentially let anyone see the attachments.

    +1 for this feature.

    3
  • Frankie Truong

    Will there be a way to send attachments from Jira to Zendesk anytime soon?

    3
  • Katie Yoder

    Our organization would also benefit from the ability to transfer attachments directly to JIRA.  In large part this is because our developers do not have time to search through the ticket chains for the appropriate attachment when they are investigating an issue.

    The ideal implementation for us would be that the Zendesk agent gets to choose which attachments are transferred to JIRA.  A bulk transfer of all attachments would just lead to overwhelming clutter.

    @all, my understanding was that the authentication to download option only requires that the person have a zendesk account.  It does not require that they have agent status.  While it's not ideal, couldn't your developers create end-user accounts in your support portal so that they can then download files using the secure links.

    3
  • John Tolle

    How's that backlog looking?  If this issue hasn't gotten a raised priority, we will soon be forced to consider different support systems (moving away from Zendesk).

    3
  • John Tolle

    As @Jake G stated, we understand this and respect it, because I'm willing to bet that almost everyone in this thread and a decent percentage of your overall user base work at companies that commonly deal with development resource constraints and hefty backlogs.

    This particular issue was raised June 20, 2014 by @Christine Magnusson, but it's likely been an issue since it was first introduced, whenever that was, because it was either not thoroughly considered when it was first designed or there really were limitations in one or the other API that could not be overcome at that time, so compromises were made with which we now struggle.

    So is there anything we can do to convince the Backlog Lords to raise this up in priority so that it actually gets resolved in a reasonable timeframe?

    2
  • Mitch Lidsky

    Just chiming in to vote and give my +1.  It's a little disappointing to see that this conversation has been going on since 2015 and given that there was a recent update to the integration, that this attachment functionality was not included.  This is critical to our Support & Development processes and adds a ton of extra effort for our agents. Would really like to see this in the near future.

    2
  • Andrey

    It is rather funny to read this thread. Discussing the issue of opening files from Zendesk since 2014? A question of priority? We've been considering moving to JIRA for better integration with Zendesk, but the lack of sharing files stops us from switching from a competitor. Spent several days testing JIRA + Zendesk integration. 

    2
  • John Tolle

    TL;DR:

    End-users cannot have sufficient privileges to access attachments across all organizations.  Attachments should be properly imported as native Jira attachments when linking to Jira issues.

    The longer version:

    @katie, enabling security on attachments requires not only that you can login to Zendesk as an end-user but also that the end-user is also a member of the organization that submitted the attachment.  So, if you have end-users grouped into organizations, your developers (using their end-user accounts) wouldn't be able to access the attachments submitted by your customers (using end-user accounts with various organizations).

    In fact, by default, end users can only access their own tickets (and therefore their own attachments).  You need to go into the user settings and change the user's Access setting...

    From: "Can view and edit their own tickets only"

    To: "Can view tickets from user's org."

    In other words, only Agents and Administrators can access attachments from all tickets, regardless of organization, so end user accounts are not a good solution for developers that need to download attachments (unless you ensure that organizations are not used at all).

    The Zendesk help articles on this subject were not as specific as they should be, and they might make you think that all you need to be is an end-user to access attachments.  I had to experiment and check out all the settings myself.

    2
  • Susan Maher

    Please add me as an interested party to this request.  Our tickets get long and attachments may be scattered across comments that are far apart.  It is very time consuming to actually find the correct attachment.  It would also be beneficial to be able to rename attachments.  Some attachments have esoteric names that do not denote their content.  We have to open each attachment to know what it is.  

    2
  • Milen Kafozov

    Chiming in for the absolute need of this.

    Reading this thread is a ridiculous experience... A feature that seems like it should be a no brainer to have in such an integration is being discussed as a matter of prioritization for 4 years, when in fact the whole integration is not fully functional without it.

    2
  • Joey Carolan

    This is a feature that I need badly as my company continues to grow.

    Our engineering team decided to go with JIRA and after integrating it did I find the shortfalls that everyone else has mentioned. 

    Reading this thread is a terrible experience trying to find out why my attachments aren't going through to my engineering teams tickets. This is a feature that seems like it should been thought of first during development and the fact that is still being discussed as a matter of prioritization for 4 years is crazy.

    Not all support team members have access to JIRA and not all engineering teams have access to zendesk because of cost per seat.  

    Should this not be addressed I will need to look at other support platforms that work better with JIRA.  

    2
  • Vincent

    Also would love better attachment handling between the two. 

    2
  • Rory Dearling

    Have not yet tried sharing attachments from JIRA to Zen.

    We can't share attachments in the Zen ticket with our Devs, as the attachment stays in Zendesk (it just sends a link), and we don't allow our Devs access to Zen.

    Can the attachment not be sent through and be created as an actual attachment on the JIRA ticket itself?  Instead of being left in Zendesk and just linked?

    1
  • John Tolle

    I cannot agree enough.  In our case, it would be nice to share attachments from JIRA to Zendesk, but not a requirement.

    What is a requirement, however, is to allow sending the actual file attachment rather than a link from Zendesk to JIRA.  Why?  Because our developers don't provide support and our support team does not develop.  We cannot afford to buy all of our developers Zendesk licenses just so that they can open up attachments in Zendesk.

    I asked Zendesk for a workaround and they do not have one.  What does everyone else do to get around this issue?

    1
  • Vanvliet

    @Andre @Technicalsupport

    This specific ticket/request is about making it possible to transfers attachments when sharing tickets with JIRA, so not adding a link to them (authorized access only, or open, doesn't matter), but the actual files. That feature still isn't present.

    The support you received, was nothing more than someone pointing you to the proper location in the admin section for allowing/disallowing anyone with the link to access attachments. So, off-topic

    1
  • Technicalsupport

    Sure, the start of this thread was about transferring attachments, which would be preferable, but the option to not require authentication could be considered a viable alternative and that's something that actual support (not in this thread) did not suggest that Andre did.

    1
  • John Lammers

    Johanne is right (as usual).

    We cannot fathom how Zendesk / JIRA integration was imagined / designed without secure sharing of attachments.

    Savvy developers know that sometimes your customer will perceive the lack of a feature as a defect in your product.  This is one of those situations!

    Please fix asap.

    1
  • Yuri Mylis
    Zendesk Product Manager

    Hi guys,

    We're are aware that the integration doesn't handle attachments well. This is definitely an area I will be looking to improve.

    The current focus for us is "field syncing" and better reporting on linked tickets, but I plan to address this one soon. Stay tuned.

     

    1
  • Technicalsupport

    @Yuri, we're all aware of the workaround that involves turning off attachment download authentication - it's how we've been limping along this entire time.  Not to be rude, but what is gained by having the attachment links appear in two places in JIRA?

    Christine's original request from 2014 (and everyone else's in this thread) is that attachments actually be transferred in whole to JIRA so that no connection to Zendesk is necessary to open the attachments in JIRA.

    Why would this be important?  Glad you asked.  HIPPA, PCI, etc. require secured information.  Let's say one attachment includes a screen shot with a credit card or social security number on it.  Leaving the attachments publically accessible is a clear security violation, even if the links to the attachments are not easily guessed (obfuscation is not the same as security.)  So, if you don't want your attachments available for public download, then you have to keep authentication enabled.  If you have authentication enabled then non-Zendesk users (such as developers who only use JIRA) cannot access them... UNLESS THE FILES ARE ACTUALLY IMPORTED INTO JIRA AS ACTUAL ATTACHMENTS!

    1
  • Jimmy Rufo

    Agree with @Technicalsupport.  The whole point of the integration is in an ideal state, no one has to leave their respective applications or log into other applications to talk to eachother.  If the attachment doesn't fully make it to JIRA, you'd need to give a JIRA user access to Zendesk, or raise security flags with authentication settings being turned off.

    1
  • John Tolle

    @Yuri, why in the world not? 

    We've all provided use cases that may well be applicable to the majority of your user base.

    Anyone using both Zendesk and JIRA would benefit greatly as most companies have different users of Zendesk (support) than they do on JIRA (developers).  The latter cannot access files on Zendesk unless authentication is disabled for Zendesk attachments, over which any security person worth their salt would have a fit.  And yet, we all do it anyhow because we have no choice (other than to manually download the files from Zendesk and upload them to JIRA, which is a horrible time wasting side task for any workflow!)

    Is there some limitation in the JIRA/Zendesk API that simply does not allow transferring files?

    1
  • Christopher Hansen

    We are just implementing this add-on and this seems like a huge oversight. Our organization can't turn off the "require login to download" attachment feature. 

    1
  • Yuri Mylis
    Zendesk Product Manager

    @Christopher, currently attachment sharing is done via hyperlinks to Zendesk and requires for anonymous access to attachments. I understand that in your situation that is not possible, but there is no other solution unfortunately. 

    I'm planning to revisit this area of the integration later this year to see if we can provide a different solution.

    1
  • Jake G

    @yuri - I am +1 this feature to have it transfer the file as others have said. There are many privacy concerns such as HIPAA that I am dealing with and currently can't allow people so use this feature if you can't actually send the send the attachment. 


    Sure they could tell the developer to click in the zendesk tab to download the attachment but there could be 10 of those...and only 1 is relevant. 

    I am actually shocked this has not been resolved yet and you have open sharing. I don't want to pay for each developer to have an account. Not that this solution would be ideal but in the short term could you make a new account type that just gives a user auth and download privileges of attachment links?  Those users could be free and all they can do is have a secure login and ability to download files. Not perfect but its something.

    1
  • Jake G

    I just realized the zendesk tab also just contains the link.  I for sure have to turn on the extra security due to privacy concerns. I still think an easy solution would be to create a new user type to allow for this. 

    1
  • Chetan Kudalkar

    Why dont you provide a upload file facility when we are adding comment from Zendesk to Jira and vice-versa, as our team require to share the files between them.

    1
  • Jamie

    I find it hard to believe something this critical is still unsolved. Both my Zendesk account manager and the Jira Support forum state that we should be provided with a timeframe for this update.

    When can we expect attachments from Zendesk to transfer over to Jira? The engineers in Jira have no way of seeing files uploaded by the support team in Zendesk. This is the case in 80+% of our incoming tickets!

    If there is no answer, how can we escalate this flaw?

    1
  • Jake G

    Agree with Jamie - the answer I got was that you have to buy a user for them. You can buy a special type but it is still $25/user per month with a minimum of $250/mo which is crazy for just viewing attachments. They could create a new free user that only has rights to view attachments. But it continues to go unsolved. 

    1

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