Nicole Robertson

Hi Dave Jenson, do you mean just a link to the Jira ticket or do you want more info on it?

If it is just a link to the ticket that you want AND if the Jira tickets in question are created from Zendesk AND if you only have one Jira ticket per Zendesk ticket I have an idea that is a bit of a workaround. You can't map Issue URL directly to Zendesk in the Zendesk for Jira app configs, so you will need to create a custom field in Jira, have an automation drop the issue link into it, and then map that field to a Zendesk field in the app config. 

Here are the steps if needed:

1. Create a 'Jira Ticket Link' custom field in Jira. I would just make it a short text field because I am not sure how well Zendesk plays with URL type fields. It might be fine, I just don't know.
2. Set up an automation. You'll have to work out what trigger makes sense for you, mine would be: new issue created with jira_escalated label.
3. The action step in the automation should be to edit an issue field. Choose the 'Jira Ticket Link' custom field to edit and put the smart value {{issue.url}} into it. It will look like the image below, only yours will say 'Jira ticket link' or whatever you called your custom field rather than 'summary', which I just used for the screenshot.
4. Create a custom field in Zendesk that will hold the ticket link.
5. Go into the Zendesk for Jira App config in Jira and map Jira Ticket Link field to whatever field you created in Zendesk.

I tested bits and pieces of this but not the whole thing, I'd love to hear how you go! 

I want to leave this here for anyone else pulling their hair out:

If you have the integration set up and successfully linking tickets and mapping fields but the 'Zendesk Support' tab isn't showing up on your Jira tickets, check that the reporter field is on the create issue screen for all issue types in the project's screen scheme. 

Found it in this article. 

This may hopefully help someone.

I have been battling this problem for months now and just realised that the field I was using as a condition in my sync filtering filter was a look up field, which the Zendesk Integration doesn't support.

It wasn't immediately obvious that it was a lookup field (I'd thought it was a pick list) so If you are still having trouble with this I would suggest looking through the fields you want to use one by one to make sure they are all supported types. 

Here is the part in the configuration guide where it specifies which field types can be used.