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Jira + Zendesk integration support for attachments and text formatting
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 comments
Official
Sean Bourke
Hi Morris Tao,
Thank you for your feedback, I've captured this for future consideration.
0
Pippa
Also for the attachments, it would be great that when we click on "create issue" and get the screen pop up to enter the information to be able to attach from their a video or screenshot.
Or in the description box again once clicked on "create issue", in that field to be able to paste pictures.
Currently if a support member in zendesk needs to create a ticket in Jira, then like to do a summary of the issue by writing up each reproduced step of a bug with supporting screenshots, so would be useful if they could write that up on the description field after clicking on "create issue"
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Darren Hua
Ill also be interested in following the development of this post as well.
0
Frank Spildener
@... Messages written to Zendesk in Jira via the "Zendesk Support" tab can be formatted. Specifically, we found out that we can quote "text" with "> text".
Are there more formatting options, yet?
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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
Frank Spildener
Thank you @... :-)
0
Elizabeth Toy
2
Marcus Åberg
+1 for a simple wysiwyg editor in zendesk support tab. Would help us a bunch!
0
Jeremy Pinar
+1 to this one also! Have added my 2 cents here also
0
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.
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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
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Jesse Marion
+20 from my team on this one!
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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
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!
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