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Jira Integration - Enable defaulting new projects to restricted



Posted Apr 29, 2024

 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

When we create a new project in Jira it is automatically added to the list of Allowed Projects under Project Restrictions meaning that there is an automatic link between Zendesk and Jira.  It would be better if this behaviour was configurable as we’d much prefer that projects are automatically added to the Restricted Projects list. We have many projects, so forgetting to remove them from allowed can confused those escalating via the Jira widget.

 

What problem do you see this solving? (1-2 sentences) 

Agents will only be permitted to raise Jira tickets in the intended projects, avoiding instances where an agent could accidentally raise a Jira ticket to the wrong project.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

A week ago. An agent was able to escalate to a new project we had not intended to expose to Zendesk.

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No, we just have to remember to remove any new projects from the Allowed Projects list.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

An option to default new projects to Restricted Projects.


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3 comments

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Shawna James

Community Product Feedback Specialist

Hey Jack,
 
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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Astonished that this isn't the way that the tool is built. Upvote!! 

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David Gillespie

Zendesk Product Manager

Hi Jack Wallace ,

 

Big thanks for submitting this feedback and agree that this is a frustrating experience. 

 

The reason for auto-adding new projects is that we received the opposite feedback from customers that they were frustrated projects needed to be manually added every time they were created.

 

Best solution for this problem would be a feature that allowed folks to opt-in or out of auto-adding projects. I've captured your requests for this (& also Dan Horsfall ‘s too!) and we can look to bring this in when we’re next working on the Jira integration, which will likely be in late 2025.

 

Thanks,

 

David

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