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Jira/Zendesk App Integration Improvement - Ability to sync the "Organization Name" Field into Jira
Posted Apr 25, 2024
Challenge:
- Zendesk/Jira does not have an out-of-the-box parameter for the “Organization Name” to sync when using the Jira/Zendesk App integration.
- For example, if the organization is "ABC Industries”. ABC Industries submits a new ticket - if there is a bug/escalation and someone uses the Jira/Zendesk App, the integration in Jira does show a widget including the organization name but the actual integration does not pass data for an organization name.
- A separate script, webhook, or automated process must be used to support this:
- Santino ABC organization submits a ticket in Zendesk
- In Zendesk - I do see there are parameters for Organization Name, but unlike standard ticketing fields (e.g. Type, Subject, etc) this seems like a standard object / account-level object - but it is not available to pass to Jira.
- The ticketing level does not have a way to easily pass this information in Zendesk (e.g. the admin console provides no way to tell a ticket > “New Ticket” > “Pass organization name to field in ticket called - Organization Name”) this object seems to exist independently/but the “Organization Name” is not available for review in Zendesk as an organization or ticket field/object.
- Santino ABC organization submits a ticket in Zendesk
Solution/Question
-
Is there an improvement or way for the Jira/Zendesk integration to improve the sync, adding the ability to pass the “Organization Name” of a ticket or account into Jira as a custom field or standard field?
- Example - “ABC Industry” submits a new ticket about a bug.
- Agent confirms bug and uses the Jira app to create a bug ticket, syncing Zendesk.
- The Zendesk “Organization Name” does not pass to any field when using the field syncing feature - would Zendesk/Jira seek to improve this where the app or service can sync 1-to-1 the “Organization Name”, or have an easier way to query it between the systems directly?
- Example - “ABC Industry” submits a new ticket about a bug.
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5 comments
Santino Scibelli
The field syncing feature in Jira does not capture or find an “Organization Name”. To support it, a custom field must be created in Zendesk at the ticketing-level (ticketing field) and capture the “Name” of an org when tickets are submitted > pass this to the ticketing field (e.g. via script, automation, etc). Then Jira can map it as a custom text field - but out-of-the-box, the integration between the services does not map or find this generic field.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Dan Ross
This would be a great enhancement to an otherwise excellent integration! +1 from me!
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Efrat Barak Zadok
Any update on this? I would like for other organization fields also to be mapped with the Jira issue
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Dhiren Notani
Hi Santino Scibelli ,
Thanks for putting your question here.
I am Dhiren, one of the Solutions Engineer working at Exalate.
In this case I would recommend you to try out a completely decentralized and fully bi-directional integration solution like Exalate.
Exalate provides you with it's own groovy based scripting engine for limitless customizations. You can sync any fields (system/custom) across Jira and Zendesk.
We do offer a 30 day free trial in case you are interested to evaluate the product.
Thanks, Dhiren
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