Integrating JIRA in Zendesk- Error

Answered

David Morrison

Posted Jul 20, 2021

Hey all,

I'm attempting to integrate JIRA with Zendesk but consistently get the error attached:

`Zendesk API error occurred while verifying integration user`

I wrote to Confluence/JIRA and they mentioned that I'd need to raise it with Zendesk.

I've double-checked my permissions and everything seems fine on that front. All other staff receive the same error.

Any idea on how to resolve?

3 comments

Date

Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Jul 20, 2021

Hi David Plutus,

I'm wondering:

Do you have the app installed on both Jira and Zendesk?
If you're using the standard app, have you decided to use your account, someone else's account, or a designated integration user? Make sure that person is Admin on both Jira and Zendesk first and then you can make changes on the Jira side but you have to keep that person as an admin on the Zendesk side.

Cheeny Aban

Zendesk Customer Care

Jul 20, 2021

Hi David,

Heather's comment is correct.

The error message indicates that the installation user (the person who initially installed the integration app) likely no longer has Administrator access in Zendesk. In order for the integration to function properly, both the integration user and the installation user will need to be Admins in your Zendesk account.

If you are unsure who initially installed the integration app, we recommend uninstalling the integration and having a Zendesk admin reinstall it. This should resolve the connection errors you are seeing.

David Morrison

Jul 21, 2021

Hey guys,

Thanks a tonne - you are both absolutely right (as you already knew haha) - the previous admins has left and he was the one who installed the integration.

Thanks again!

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