Jira + Zendesk integration support for attachments and text formatting

image avatar

Morris Tao

Posted Jul 26, 2021

We currently use the "Zendesk Support for Jira integration" as described here: https://support.zendesk.com/hc/en-us/articles/203660196-Setting-up-Zendesk-Support-for-Jira-integration to handle Zendesk tickets via Jira.

While this mostly works well, there are a couple of product enhancements that don't appear to be supported.

1) The ability to send attachments from Jira.  This works in reverse in that Zendesk attachments can be viewed from Jira, but there is no way to add attachments via Jira such that they can be seen in the linked Zendesk ticket.  Attachments in general are supported in Jira and Zendesk separately, just not through the "Zendesk Support" integration tab.

2) Support richer text formatting from Jira.  Bolding, bullet points, etc.  Again this is supported in normal Jira or Zendesk comments but not in through the "Zendesk Support" integration.  

Adding support for both of these features would make the integration a lot more user friendly and easier to communicate between users of Zendesk and Jira.  

Thanks!

19

14

14 comments

Date
    Newest

      Official

      image avatar

      Sean Bourke

      Zendesk Product Manager

      Hi Morris Tao,

      Thank you for your feedback, I've captured this for future consideration.

      0

      image avatar

      Vitalii Petrus

      +1 from our Team for formatting comments synced from Jira.
      If it is unformatted - sometimes it is hard to read it so need to open jira ticket for it though “last comment” expects helping to reduce the number of actions to read the last comment.
      Thanks!

      0

      image avatar

      Anmol Sawhney

      Images not being shown in the Zendesk view via Jira seems to be more of a bug than feature. This should be fixed on priority! This is very important in sharing info between the two platforms.

      1

      image avatar

      Jesse Marion

      +20 from my team on this one!

      0

      image avatar

      David Gillespie

      Hi Folks, 

      Thanks for following up on this post an apologies for the delayed response!

      Whilst the Jira integration is actively supported and maintained, we don't have a current roadmap of feature development and don't have plans to improve the attachments with the integration.

      We appreciate folks posting on this thread to help us prioritise this feature.

      Cheers,

      David

      0

      image avatar

      Marc Beeson

      +1

      As a developer who uses Jira for work/bug tracking, this would be a step in the right direction to better zen/jira integration. The biggest bug bear for me is the attachments linked as an external object in the description field instead of the attachments field. This means objects such as images and videos have to be downloaded first, and are not directly viewable in the browser.

      0

      image avatar

      Jeremy Pinar

      +1 to this one also! Have added my 2 cents here also

      0

      image avatar

      Marcus Åberg

      +1 for a simple wysiwyg editor in zendesk support tab. Would help us a  bunch!

      0

      image avatar

      Elizabeth Toy

      +1 for the formatting, images, attachments, etc. making it into Jira when creating an issue from the Jira app.
       
      as a result of this, our team either has to commit to memory the Jira formatting syntax and manually find and update the text that's pulled into the module, or we have to remember to follow up in the newly created Jira card to use the WYSIWYG to update formatting, add images, etc. either way, extra steps that we have to remember to do and then actually do.
       
      it appears that there've been some improvements since some of the prior comments, because I do see that formatting such as bold text, blockquotes, etc. is correctly set from ZD➤Jira. however, one of what I'd consider the more "basic" formatting types—hyperlinked text—is getting "stripped" to plain text from ZD➤Jira. It would be great if the formatting that Jira has available for links were also used/added like the app currently does for the other types of formatting.

      2

      image avatar

      Frank Spildener

      Thank you Sean Bourke :-) 

      0

      image avatar

      Sean Bourke

      Hi Frank Spildener,

      Thanks for sharing this. You are correct - the comment submitted from Jira to Zendesk will inherit any of the Zendesk Markdown formatting, however these have to be added manually as there is no WYSIWYG editor. This means that you can add links, headings, etc. as part of the response from Jira.

      Please note that the same markdown is in many circumstances not reflected in the associated Jira comment.

      1

      Sign in to leave a comment.

      Didn't find what you're looking for?

      New post