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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.

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?
     

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5 comments

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.

  • Zendesk does not allow Jira to sync the “Organization Name” field
  • The “Organization Name” does not appear to even be an object/that is uneditable (similar to the ticketing objects in admin console - type, subject, standard ticketing objects that should not be tampered with etc) this falls into that category (e.g. an Organization or Account name will always be required in Zendesk unless someone submits a ticket without an organization*)
     
  • Can Zendesk consider having “Organization Name" or “Account Name” as an object that can be managed directly in admin console (e.g. can run triggers on it even - for every CREATED ticket* run the organization name to pass into a field. IF No organization exists/no name - pass a custom message or generic, such as “No organization found”)
     
  • For tickets with an organization - can Jira still capture this / the Jira mapping field sync does not find an account or organization name from Zendesk orgs or tickets through the integration.

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Shawna James

Community Product Feedback Specialist

Hey Santino,
 
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

Community Moderator

This would be a great enhancement to an otherwise excellent integration! +1 from me!

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Any update on this? I would like for other organization fields also to be mapped with the Jira issue

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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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