How to set up an advanced bidirectional Jira Zendesk integration

A Jira Zendesk integration can help teams using JSM (Jira Service Management) to connect with those using Zendesk. 

To get this done, you can always find native integration tools in the Zendesk marketplace but there are limitations on how much you can configure these tools and you can sync only a limited number of entities. 

To set up an advanced fully bi-directional Jira Zendesk integration, the tool I’ll cover today is Exalate. It has a scripting engine for mapping the incoming and outgoing data on both sides. 

4 simple steps to set up your Jira to Zendesk integration

Step 1: Install Exalate on both Jira and Zendesk

The Exalate app is available for installation via the Atlassian and Zendesk marketplaces, respectively, or through our integrations page. You can also watch the Jira and Zendesk installation videos. 

You can always discuss your use case with our team and understand if Exalate is the right fit for your needs. 

Step 2: Connect Jira to Zendesk

First, you need to outline the requirements from the integration for both sides to help you create mappings for projects, fields, and entities.

To create a connection, open the Jira instance. Then enter the URL for the Zendesk instance.

To set up a connection, choose the available configuration options. 

Exalate has three modes: Basic, Visual (Beta), and Script. 

The Basic mode supports basic entity mappings. The Visual mode combines low-code scripting with drag-and-drop mappings. The Script mode supports advanced configuration and scripting. 

To find out how to script your Exalate connections, check out the detailed configuration guide. 

Step 3: Write the sync rules

The Exalate console supports the Groovy scripting language for configuring one-way and two-way syncs.

You can map data from labels, summaries, descriptions, assignees, reporters, comments, attachments, and much more. 

The Outgoing sync textbox decides what goes out to the other side, while the Incoming sync textbox decides how (and where) the information coming from the remote side appears. 

Here is a sample line of code for syncing Jira custom fields.

issue.customFields."Jira custom field name".value = replica.customFields."Jira custom field name".value

The above code snippet populates the custom field in Jira with value coming from the Zendesk side and vice versa. In the other instance’s incoming sync, make sure to map the value received from Zendesk in the correct issue field. 

Step 4: Automate your sync with triggers

Triggers are conditions that control how your sync works. They automatically carry out the sync once the condition is fulfilled. 

You can configure triggers using Jira Query Language (JQL) and Zendesk search syntax.

Here are sample JQL triggers: 

• project = XProject and assignee = JDoe
• project = FIR and labels = sync
• worklogDate > startOfWeek()

Here are sample Zendesk triggers: 

• type:ticket ticket_type:incident priority:urgent
• type:ticket status:open
• has_attachment:true

You can now sync your data automatically based on the rules and triggers you have set.  

Advanced Jira to Zendesk integration use cases

• Sync multiple Zendesk tickets to one Jira instance.
• Sync one Zendesk ticket to multiple Jira instances.
• Sync issue priority. 
• Sync only public comments between Jira and Zendesk.
• Sync user fields and statuses between Jira and Zendesk.
• Sync Elements connect fields with different key values in Zendesk. 
• Display the remote Jira issue link in a Zendesk custom field. 

To learn more about syncing Jira and Zendesk, reach out to us to discuss your use case.