Attach multiple Zendesk domains to one Jira

Not planned

25 Comments

  • Ellen Mason

    This is ideal for multiple spokes and a hub so that ticket generation is not duplicated.

    0
  • David Barrett

    Is there a timeline for this feature to be added??

    0
  • Jeroen Geerbex

    We are also looking forward for this feature. This was possible in the old (v2) connection between Zendesk and Jira.

    Why do we want this? We use multiple Zendesk accounts because of multiple product/countries we serve. There is only one dev team, so there is only one Jira environment. 

    2
  • Dejan Lujic

    We would like to add our vote to this request as well. 

    We are basically locked out of utilizing the new features that come with v3 integration, because due to this limitation, only one of our Zendesk instances can be connected to Jira. Since v2 integration supports multiple links, we do not understand why was this left out from v3.

    So, we would like to be able to link multiple Zendesk instances to our Jira, with project selection option, so that some projects would be linked to one Zendesk, and other projects to other Zendesk, for example.

    8
  • Ishara Gunathilake

    I would like to add my vote too. We have 2 business units using two zendesk instances. We used zendesk integration V2 but we cannot use it further because we are facing lot of issues with this version. We would like to migrate to V3 but we cannot because V3 does not support many accounts. Please add this feature to V3.

    3
  • Rafael Ramirez

     

     

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  • Rafael Ramirez

    We recently upgraded to JIRA 7 to find out that the latest JIRA app for Zendesk no longer supports multiple Zendesk subdomains. This is quite an issue for us as we have multiple Zendesk accounts that could have easily be linked to their respective JIRA project as Version 2 was able to do. 

    I am surprised that the original message in this thread is from January 2015, has 6 comments, and as of April 2017, has no comment or response from Zendesk's staff.

    This is quite important to us as we need to be able to link all of our subdomains to their respective JIRA project for escalations.

    Will there be a solution to this? How soon? 

     

    0
  • Yuri Mylis

    Hi everyone,

     

    When we released the v3 version of the JIRA integration we announced that linked multiple Zendesk accounts to a single JIRA will not be supposed. 

    We do understand that some customers were using this feature that was available in the v2 version, but unfortunately at the moment we're not planning to include it in the new version of the integration.This is due to the complexity this introduces and based on the customer feedback we've received so far.

    The recommended solution is to configure a multi-brand instance of Zendesk .

    I will continue to monitor this post for additional feedback.

    0
  • Jeanne Howe

    Yuri,

    Setting up a multi-brand is not an option for us. We support mulitple clients, each client has their own domain. Security issues and proprietary information means there is no way to "combined" these clients into a multi-brand. 

    What is your recommendation for those of us that support multiple clients now that you have dropped this functionality?

    1
  • Rafael Ramirez

    I agree with Jeanne. I understand Zendesk would prefer clients to move to a multi-brand option but it simply does not work for all clients. That is the reason we went for individual Zendesk accounts as opposed to multi-brand. Unless someone from Zendesk could explain further how multi-brand works. Could teams from each specific brand login to Zendesk and see and manage the content of the brand they work for only or could they see and change the contents of other brands as well? What about reporting, would each brand have its own reporting section or would they all be mixed together? What about existing content and history, would it be lost if moving to a multi-brand account?

    There are too many factors involved that could easily compromise the current setup.

    JIRA integration was working so well in the previous version. Why force people to look for other options? Maybe not all of your clients have a need for multiple accounts but those who do have suffered the impact of the removal of such an important feature.

    0
  • Yuri Mylis

    Jeanne,

    You're saying that you can't use a single account of Zendesk because of the need to partition data. I'm wondering how this concern is addressed on the JIRA side, considering that data is residing in single JIRA?

    0
  • Jeanne Howe

    Yuri,

    Each of our clients have their own ZenDesk installation. They pay for it, they own it. We support these clients by pulling tickets into our JIRA instance. While we do have permission schemes in JIRA to "separate" the two client projects, our developers support both clients.

    Since my company does not "own" the ZenDesk domains, there is no way to merge the two domains into a multi-brand.

     

    Jeanne

    0
  • Jeanne Howe

    Any update on this issue?

    0
  • Yuri Mylis

    Jeanne,

    I understand the need but at the moment we don't have plans to support this feature.

     

     

    0
  • Jeanne Howe

    Yuri,

    That is disappointing. It leaves us having to re-evaluate whether or not we can support this integration or if we should consider other tools/options.

     

    Jeanne

     

    0
  • Rafael Ramirez

    That is disappointing indeed. Our organization relies heavily on Zendesk/JIRA integration and multi-brand does not fit our business model. It is hard to understand why an important feature on an older version which was working perfectly fine with multiple instances has been removed from the current version.

    Zendesk, we do understand you do not have plans to support this feature but please, do listen to your customers and understand the need that some organizations have for it. We do pay for enterprise for a couple of our accounts and have multi-brand as an option but do not use it as it does not fit our needs. Do consider to bring this feature to your loyal customers who need it and are already paying for multiple accounts.

    Thank you.

    0
  • Malach Mochache Versata

    We would also like to link Zendesk to multiple Jira instances.

    0
  • Lee Page

    This is extremely disappointing considering the amount of money we spend for JIRA and Zendesk.

    0
  • Rafael Ramirez

    Indeed. I certainly hope Zendesk will stop ignoring this and start providing better support. It is hard to understand why what was an important and necessary feature was removed from their latest release.

    0
  • Jeanne Howe

    Rafael,

    The ticket has been closed as "Not Planned" I doubt ZenDesk is even looking at the comments.

    We have stared looking at alternatives.

    Jeanne

    0
  • Ryan Junkins

     Yuri,

    Do you know if there are any workarounds for this issue? Any other apps you can suggest?

    Ryan

    0
  • Rich Hoyt

    Has anyone figured out a workaround to this that they're interested in sharing? :) Anything with uploading plug-ins, maybe? This is an unfortunate limitation. 

    0
  • Dan Cooper

    I see that this marked as not planned, but I'm curious if two years has changed anything on this one.  I've found myself in three different companies/industries where the solution to dividing certain work in Zendesk is to setup a brand new Zendesk instance.  That's not ideal, but when it comes to integrations and having to make the decision on if I need to create a new instance for my other non-Zendesk systems...it becomes a much greater challenge. 

    I hope that this has been reconsidered as it seems at this point I've seen the decision come down to multiple Zendesk instances several times and it seems there is a real use case here for this. 

    0
  • Aisling nic Lynne

    Have to follow on with Dan's comment; our company is in a position where we cannot multi-brand, but our dev team is developing two parallel and overlapping products in a single JIRA. We still need to be able to push tickets for issues end users experience for both systems, and now we can only do so for one. I had hoped that the v4 that has been released would have reintroduced v2's feature, and I'm extremely frustrated that this is still a strict 1:1 and onto situation.

    2
  • Brian Takeda

    Adding a +1 to this idea / thread.

    Agreed - It's pretty frustrating that this functionality has been removed, and that there is seemingly no consideration to adding this back into the latest versions of this Zendesk/JIRA integration.

    It seems pretty clear that Zendesk wants to force clients in this situation into purchasing licenses for their multi-brand solution.

    0

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