Attach multiple Zendesk domains to one Jira
Não planejadaHi,
We currently have two Zendesk accounts and one Jira account. We would like to be able to set up the Jira integration on both Zendesk accounts however currently the integration will only allow for 1 Zendesk subdomain to be connected at a time.
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Comentário oficial
Hi everyone,
Unfortunately this isn't currently on the roadmap but we fully appreciate & understand the demand for this capability. To make the integration compatible with multiple Zendesk accounts would require a significant overhaul of the whole integration.
Thanks again for your comments and requests for this feature, these have all been noted against the feature request and will help with prioritising!
Cheers,
David
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We would like to add our vote to this request as well.
We are basically locked out of utilizing the new features that come with v3 integration, because due to this limitation, only one of our Zendesk instances can be connected to Jira. Since v2 integration supports multiple links, we do not understand why was this left out from v3.
So, we would like to be able to link multiple Zendesk instances to our Jira, with project selection option, so that some projects would be linked to one Zendesk, and other projects to other Zendesk, for example.
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I would like to add my vote too. We have 2 business units using two zendesk instances. We used zendesk integration V2 but we cannot use it further because we are facing lot of issues with this version. We would like to migrate to V3 but we cannot because V3 does not support many accounts. Please add this feature to V3.
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In case anyone is interested, we have built our own mvp solution that allows 3 different zendesk domains to create a JIRA ticket (our single instance). We have a basic workflow that works for us:
- JIRA ticket creation from Zendesk
- Status updates from JIRA back to the appropriate Zendesk instance
- Ability for Zendesk agent to add comments to the JIRA instance from Zendesk
Still have a few more things to do, but wouldn't mind some feedback before we open source our solution.
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We are also looking forward for this feature. This was possible in the old (v2) connection between Zendesk and Jira.
Why do we want this? We use multiple Zendesk accounts because of multiple product/countries we serve. There is only one dev team, so there is only one Jira environment.
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Yuri,
Setting up a multi-brand is not an option for us. We support mulitple clients, each client has their own domain. Security issues and proprietary information means there is no way to "combined" these clients into a multi-brand.
What is your recommendation for those of us that support multiple clients now that you have dropped this functionality?
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Have to follow on with Dan's comment; our company is in a position where we cannot multi-brand, but our dev team is developing two parallel and overlapping products in a single JIRA. We still need to be able to push tickets for issues end users experience for both systems, and now we can only do so for one. I had hoped that the v4 that has been released would have reintroduced v2's feature, and I'm extremely frustrated that this is still a strict 1:1 and onto situation.
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Hi @...,
The "Not Planned" flag is still accurate as we don't currently have this on our roadmap.
We've captured this feature candidate and tagged all of these requests to the feature as well.
Thanks,
David
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Echoing the need for this feature here!
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Another upvote here!
I'll summarize our use case here, but feel free to contact me for more info.
Our company is dived in multiple divisions. We have 1 jira instance for the entire company. This works fine, with all security measures to be configured (roles, etc) all teams have their own project(s) and nobody can access something they shouldn't.
We use separate Zendesk-instances per division. This is because in Zendesk we can't properly configure access to certain tickets. (f.e.: deny division 1 to the tickets of division 2). We receive personal data quite often in tickets, and because of regulations/GDPR we have to protect this data and need to technically deny access to those who don't need it (or allow those who do).
Therefore we can't use one Zendesk instance but have several. Please note the European regulations (GDPR) are quite new and require lots of protection of data. Also, European countries have extra rules about it.
Our second division just started with Zendesk over the summer in 2021, so we are still figuring out how to optimally use it. We now can't integrate with Jira because the other division already did. So it sucks. Workflow is now: 'type in Jira what you already got in Zendesk'.
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Hoping this can be road-mapped.
As a feature that used to exist we could not understand why functionality was removed.
We are caught in the situation whereby we have disparate dev teams working across bus units & we have lost our links ZD-Jira ever since the feature for multiple ZD domains was removed.
Another unit has taken precedence to use their ZD domain & we find ourselves at a loss to map support<->dev items.
Please reconsider re-adding this functionality in a near-term release.
Thank you
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I am also requesting this feature as we have 1 jira environment and 2 Zendesk accounts - is this work planned in at all?
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I would say that you don't fully appreciate the demand for this capability, as you have left this request languishing for SEVEN years. Seven years should be enough for any company to "significantly overhaul the whole integration". The sooner you put this on the roadmap the sooner you can regain the trust of your customers.
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This is ideal for multiple spokes and a hub so that ticket generation is not duplicated.
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Is there a timeline for this feature to be added??
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We recently upgraded to JIRA 7 to find out that the latest JIRA app for Zendesk no longer supports multiple Zendesk subdomains. This is quite an issue for us as we have multiple Zendesk accounts that could have easily be linked to their respective JIRA project as Version 2 was able to do.
I am surprised that the original message in this thread is from January 2015, has 6 comments, and as of April 2017, has no comment or response from Zendesk's staff.
This is quite important to us as we need to be able to link all of our subdomains to their respective JIRA project for escalations.
Will there be a solution to this? How soon?
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Hi everyone,
When we released the v3 version of the JIRA integration we announced that linked multiple Zendesk accounts to a single JIRA will not be supposed.
We do understand that some customers were using this feature that was available in the v2 version, but unfortunately at the moment we're not planning to include it in the new version of the integration.This is due to the complexity this introduces and based on the customer feedback we've received so far.
The recommended solution is to configure a multi-brand instance of Zendesk .
I will continue to monitor this post for additional feedback.
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I agree with Jeanne. I understand Zendesk would prefer clients to move to a multi-brand option but it simply does not work for all clients. That is the reason we went for individual Zendesk accounts as opposed to multi-brand. Unless someone from Zendesk could explain further how multi-brand works. Could teams from each specific brand login to Zendesk and see and manage the content of the brand they work for only or could they see and change the contents of other brands as well? What about reporting, would each brand have its own reporting section or would they all be mixed together? What about existing content and history, would it be lost if moving to a multi-brand account?
There are too many factors involved that could easily compromise the current setup.
JIRA integration was working so well in the previous version. Why force people to look for other options? Maybe not all of your clients have a need for multiple accounts but those who do have suffered the impact of the removal of such an important feature.
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Jeanne,
You're saying that you can't use a single account of Zendesk because of the need to partition data. I'm wondering how this concern is addressed on the JIRA side, considering that data is residing in single JIRA?
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Yuri,
Each of our clients have their own ZenDesk installation. They pay for it, they own it. We support these clients by pulling tickets into our JIRA instance. While we do have permission schemes in JIRA to "separate" the two client projects, our developers support both clients.
Since my company does not "own" the ZenDesk domains, there is no way to merge the two domains into a multi-brand.
Jeanne
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Any update on this issue?
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Jeanne,
I understand the need but at the moment we don't have plans to support this feature.
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Yuri,
That is disappointing. It leaves us having to re-evaluate whether or not we can support this integration or if we should consider other tools/options.
Jeanne
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That is disappointing indeed. Our organization relies heavily on Zendesk/JIRA integration and multi-brand does not fit our business model. It is hard to understand why an important feature on an older version which was working perfectly fine with multiple instances has been removed from the current version.
Zendesk, we do understand you do not have plans to support this feature but please, do listen to your customers and understand the need that some organizations have for it. We do pay for enterprise for a couple of our accounts and have multi-brand as an option but do not use it as it does not fit our needs. Do consider to bring this feature to your loyal customers who need it and are already paying for multiple accounts.
Thank you.
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We would also like to link Zendesk to multiple Jira instances.
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This is extremely disappointing considering the amount of money we spend for JIRA and Zendesk.
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Indeed. I certainly hope Zendesk will stop ignoring this and start providing better support. It is hard to understand why what was an important and necessary feature was removed from their latest release.
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Rafael,
The ticket has been closed as "Not Planned" I doubt ZenDesk is even looking at the comments.
We have stared looking at alternatives.
Jeanne
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Yuri,
Do you know if there are any workarounds for this issue? Any other apps you can suggest?
Ryan
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