Zendesk and JIra - automated ticket creation
Posted Feb 28, 2023
Hello Zendesk community,
I am a Delivery Manager responsible for the overall release management of an organisation (using JIRA). One of our Service providers uses Zendesk to maintain support calls. Zendesk tickets are raised by our internal Customer Ops teams, and then tracked and resolved by the Service Provider.
We are looking into ways to improve the system - and believe that making our JIRA the single version of truth for Release Management will return value.
We would like for the agent to enter information in one place - and for all following events to be automated.
Is that possible?
Is there an automation (preferably in JIRA) than can generate a Jira ticket automatically from a Zendesk ticket creation? Alternatively, is there an a automation that can generate a Zendesk ticket automatically from a Jira Issue created?
I can see there is the official Zendesk <> Jira integration - but there is nothing there regarding automated Jira ticket creation:
https://support.zendesk.com/hc/en-us/sections/4405298867866-Jira-integration
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3 comments
mathieu.lepoutre
Hi Vincent
It is possible to automate the creation of Jira tickets from Zendesk tickets and vice versa. There are several ways to achieve this including custom scripting with the rest-api and third party tools like Exalate.
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Vincent Synan
Thanks Greg - yes I think that the solution will definitely be possible via webhooks.
This is some good materials - I have bookmarked.
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Greg Katechis
Hi Vincent! I'm not familiar with JIRA from an API perspective, but a similar question came up in the community last year, so I'll share that here with you. At the bottom of the comment section, you'll see a link to a service that may be useful in your situation. I'll also keep this open in case other community members have ideas that can help!
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