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Zendesk Support for Jira App: use linked Jira issue ID to pass it to custom Zendesk txt field
Posted Feb 18, 2025
Hi,
We use “Zendesk Support for Jira” app (more details in “Using the Zendesk Support for Jira integration” article).
We want to to setup sync of the linked Jira Issue ID of the required issue type to the appropriate txt field in Zendesk, i.e. while having several fields on Zendesk side that can be synced from Jira there is no way on how to divide which issue type ID should be passed to which Zendesk issue type field.
For now it is possible to perform “many to one” sync and it add a few ID-s into one txt field in Zendesk ( BTW, according to Zendesk Team, further checking with JIRA experts, the many:1 sync (or 1:many) is generally not supported and known to break the field mapping feature):
What we need is to pass specific issue type ID to the specific TXT custom field in Zendesk (could be 1to1 or many to 1 if several issues of the same issue type are linked):
It is done manually now but need to be automated.
So the Zendesk Support for Jira App needs to have ability to sync fields by its properties such as issue type (additional condition is required).
Thank you in advance!
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2 comments
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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Jyotirmoy Nath
Hi Vitalii Petrus
The app doesn’t currently support this feature.
Here, you may consider using Enterprise Hub Sync Tool, where you can perform conditional syncs and even customize the sync based on your need through an intuitive UI and simple configuration. It provides pre-built connectors for both Zendesk and Jira, and you can sync fields, comments, attachments, images, and more along with error handling.
You can explore OpsHub (Atlassian Solution and Zendesk Partners) to perform two-way sync between Zendesk and Jira to meet your requirement without much technical knowledge.
Hope this helps!
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