Jira Integration : Create a template for the description field of the Jira ticket

4 Comments

  • Sean Bourke
    Zendesk Product Manager

    Hi Margaux Baloge,

    While this isn't something which our Jira integration supports today, we have captured feedback from customers who have asked for templating within the description field in Jira.

    To help us better understand your needs, it would be great if you could provide some responses regarding the following questions:

    1. Are you currently using default Descriptions in Jira to define a template for what users should fill-in?
    2. Are you capturing the same information for all tickets, or does it differ per ticket/project?
    3. (If it differs per ticket) How many variations of a description template would be used?

    Please let me know if you'd like to connect in a call to explore this further.

    Regards,

    Sean

    1
  • Jimmy Rufo

    Hi Sean Bourke,

    We have this same need for escalations from Zendesk to JIRA.  Most of the information we need is a manual entry.  Below are assumed data points you would normally see in an escalation to JIRA, but if we have users that have bad habits and just copy/paste from Zendesk, it makes having a template to follow necessary.

    • Reason for Escalation (What do you require assistance with?)
    • Reference IDs, Event IDs (unique identifiers related to the case)
    • What investigation has been performed by support thus far? (in detail, with links and screenshots as necessary)
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  • Jason Margo

    Hi Sean Bourke,

    I also would like to create a template for the zendesk tickets that are turned into feature requests and bug requests in Jira. Right now with no template the quality of these ticket is inconsistent at best. This causes our product team to lose significant time (hours daily) chasing down information required for accurate prioritization of these features. When these tickets are submitted following a template we have (which is often forgotten by the submitter), the time needed to prioritize these feature requests is less than a third of what would be typically required. We typically only submit tickets to Jira for 3 types of tickets (feature requests, bugs, requests for information) all of which have a consistent list of questions or steps.

    Thanks for your consideration,

    Jason

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Jason Margo,

    I know this isn't perfect, but I think what you can do is create a macro for your Agents that they use before creating a Jira ticket. Have the macro prompt the Zendesk agent with the info you want in the Jira ticket.

    Then when they click "create Jira" have them click "copy fields"

    The last comment will populate as the description.

    The other option is to create custom fields on Zendesk for the info you need and have the Agent fill them out. You can have these fields synced to Jira when a Jira ticket is created. This is found in the Jira app settings under Field Mapping.

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