JIRA integration supports attachments

60 Comentários

  • Chetan Kudalkar

    Why dont you provide a upload file facility when we are adding comment from Zendesk to Jira and vice-versa, as our team require to share the files between them.

    1
  • Jamie

    I find it hard to believe something this critical is still unsolved. Both my Zendesk account manager and the Jira Support forum state that we should be provided with a timeframe for this update.

    When can we expect attachments from Zendesk to transfer over to Jira? The engineers in Jira have no way of seeing files uploaded by the support team in Zendesk. This is the case in 80+% of our incoming tickets!

    If there is no answer, how can we escalate this flaw?

    1
  • Jake G

    Agree with Jamie - the answer I got was that you have to buy a user for them. You can buy a special type but it is still $25/user per month with a minimum of $250/mo which is crazy for just viewing attachments. They could create a new free user that only has rights to view attachments. But it continues to go unsolved. 

    1
  • Jimmy Rufo

    Hi Laura,

    I don't believe your statement is accurate.  As long as someone has to authenticate with Zendesk to retrieve the attachments via the comments, it doesn't satisfy the need for the enhancement.  Perhaps that is what you were inferring, but wanted to make that clear.  Hope this gets prioritized soon.  Thanks.

    1
  • Jake G

    Hi Laura -

    What 3rd party commercial tools to handle this are you referring to? Is there an addon that makes zendesk attach tickets to a jira ticket so you do not have to have a zendesk login to view an attachment from a ticket created in zendesk? 

     

    1
  • Nicole S.
    Zendesk Community Team

    Hey John - 

    My best suggestion is for users to continue voting on the thread and sharing details like how frequently the problem comes up, how much time it takes out of their workload, and what the impact on their business is. 

     

    1
  • Andre Luís de Oliveira

    Hi John!

    We solved by using a Zendesk configuration.


    Admin. -> Settings -> Tickets -> Request authentication to download. Not a Zendesk user for each developer will be required because you do not need authentication to download the attachment.

    0
  • Technicalsupport

    Andre, you're a life saver!  That's perfect - one checkbox does the job.  Now why in the would couldn't Zendesk support tell me that!? 

    0
  • Andre Luís de Oliveira

    John was the Zendesk support team who suggested me solve this way.

    When I needed to solve this, send a ticket with the problem I needed to solve. I had difficulty explaining, via ticket, what was the matter. Only with a conference via Skype could explain our scenario.

    The Zendesk support team always supports me with our difficulties!

    I take this opportunity to thank the support team Zendesk !!

    0
  • John Tolle

    Keep in mind that, while the attachment link has to be "public" to allow your dev team to get to the attachments without a Zendesk login, and that's not particularly secure, the links are not easily guessed or even brute forced since the identifier portion of the URL is a 25-character random string.

    Ultimately, though, as Christine originally requested, there should be a way to properly send the actual files to JIRA, and not links.

    @Vanvliet, it may be technically off-topic, but it's still relevant and, unfortunately, the only possible suggestion since it's currently impossible to actually send files as attachments to the issue generated in JIRA.

    0
  • Johanne Leveille-Schirm

    I agree that one must be able to send the actual attachment and not just the link. We finally discovered last week that this was not what was happening (could not figure out what our developers were talking about as  Support was always diligent about clicking the "attachment" box; we finally figured out that unless you have a Zendesk account, you cannot get to the attachments)

     

    We are not going to make the attachments "public" - this is not acceptable.

    We now have to give light agents access to our developers as a work around so we can interface seamlessly with them  (luckily we are an Enterprise customer) but this is not  acceptable long term. And of course, does not work for many of the Zendesk customers.

     

    This is a product deficiency that needs to be addressed ASAP

     

     

    0
  • Derek Blackmore

    This is inefficient for our organization as well.

    0
  • Chris Cannata

    This is a major issue for us as well, is there any progress on this feature?

    0
  • Vinod Narayanan

    The same concern is for our Organization too. Please fix this ASAP.

    Vinod

    0
  • Yuri Mylis
    Zendesk Product Manager

    Hi guys,

    We're are aware that the integration doesn't handle attachments well. This is definitely an area I will be looking to improve.

    The current focus for us is "field syncing" and better reporting on linked tickets, but I plan to address this one soon. Stay tuned.

     

    0
  • Jimmy Rufo

    Thanks Yuri.  If there are any opportunities where I can participate in beta enhancements for the JIRA integration, that would be great.

    0
  • Chris Cannata

    Hello Yuri, are you possibly looking at allowing download of the actual attachment files through REST API? I would also be interested in the beta enhancement if/when that is possible. 

    0
  • Yuri Mylis
    Zendesk Product Manager

    Happy to announce that we now support sharing attachments from Zendesk Support to JIRA.

    Now every attachement that was added to a ticket comment is visible on the linked ticket under the Zendesk tab.

    0
  • Vanvliet

    Finally. Damn, you're slow

     

    UPDATE - Disregard the first part. Checked it and still isn't according to what was requested. actually made things worse by including ALL on Jira ticket. So you have everything in 2 places now, instead of the useful stuff in the proper place.

    0
  • Technicalsupport

    @Yuri, I just created a new Zendesk ticket with an attachment and then linked it to a newly created JIRA issue.  A link to the attachment appeared in all locations as before.  Clicking on any of the links takes the user to Zendesk and requires a login (or does not if you have authentication on attachments disabled).  I am not sure how this is different other than that now new attachments on comments are also shown as links in JIRA, which is nice, but not what is needed most.

    The real request is that files are transferred to JIRA so that they become actual file attachments that are not dependent on Zendesk access.  As it is, our developers have no Zendesk account, so we are still in a vulnerable state where we must turn off authentication for Zendesk files or we have to manually copy files over to JIRA.

    0
  • Yuri Mylis
    Zendesk Product Manager

    @Technicalsupport

    The links in the description area of the JIRA issue haven't changed.

    What was added is the ability to see attachments on the Zendesk tickets under the Zendesk tab, see the screenshot above.

    The reason you're prompted for login is because you have the Help Centre enabled AND a particular setting enabled. It's located under the "Tickets" section.

    It's called "Require authentication to download". If you uncheck it, users will not be prompted to authenticate when clicking on an attachment from JIRA.

     

     

    0
  • Bill Cicchetti

    We have ended up going to a third party called Azuqua. They provide a great deal of customization including what comments get transferred and attachments.  We are still in the implementation stage but its pretty impressive.  One note: The creation of the processes (called FLOs) are not as easy as it appears but you do have a implementation rep assigned.

    0
  • Frédéric VU

    We also need to have attachments transfers from Zendesk to JIRA, especially images, as we ask our users to include screenshots to speed up troubleshooting and those don't get passed along to JIRA today. That's a showstopper for us for Zendesk adoption in our support tools set.

    0
  • Laura Hippert
    Zendesk team member

    Hi Everyone!

    We definitely appreciate your feedback and our Product team actively watches these threads for the discussion. Per their feedback: 

    Currently, attachments from Zendesk are shared as part of comments - not actual attachments, which meets the needs of many of our customers but unfortunately not everyone. While the product team is considering adding this feature at some point in the future, it's not on the roadmap currently. If you require this functionality you can consider one of the 3rd party commercial tools that are available on the market.

    0
  • Customer Success Apps

    Please consider this. We are pending for it, its essential to support our daily operations.

    0
  • Isaac Tavares

    This feature would be awesome; any updates to this feature?

    0
  • Kevin Salazar Villalobos

    We need to transfer files between Jira and Zendesk.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Isaac,

    Thanks for your feedback, I've taken note and added to the candidate feature. 

    Unfortunately this isn't on our current roadmap, I'll update you if we bring the feature in.

    Thanks,

    David

    -1
  • Nicole S.
    Zendesk Community Team

    Hey John - 

    It just comes down to a prioritization issue. At the moment there are other more pressing things that effect more users and the team had to prioritize those things. Yuri has indicated that this is something he's interested in revisiting when they have some bandwidth, but the team's backlog is full up at the moment. 

    -2
  • Yuri Mylis
    Zendesk Product Manager

    Thanks everyone for providing feedback. I'll take it onboard. 

     

    @Frankie, we don't have plans to support attachement sharing from JIRA to Zendesk at the moment.

    -3

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