Jack Wallace

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.