Jira + Zendesk integration support for attachments and text formatting
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!
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Official comment
Hi Morris Tao,
Thank you for your feedback, I've captured this for future consideration.
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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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Ill also be interested in following the development of this post as well.
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@... 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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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.
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Thank you @... :-)
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+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.
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