Jon Ferraez

@... as I and others mentioned it would be great to eventually get support for global companies that have two different dev groups that use two different JIRA instances that need to interact with support groups in the same Zendesk instance.  We can use it to link ZD tickets to JIRA issues and pass notes through to devs in JIRA based on Zendesk tickets, and not be limited to one single JIRA instance for the integration to be able to do that.  Jennifer the original poster created this product feedback back in 2018, and it is obvious this is a needed feature.  Thank you for the attention.

Any update on linking multiple JIRA instances to one Zendesk instance, using the official JIRA app (built by Zendesk) from the marketplace?  The "IntegrateCloud Zendesk-JIRA Integration" third-party app that I was using up until recently to connect my second JIRA instance to Zendesk still to this day shows as "Price: Free" in the Zendesk Marketplace but the company has decided to charge $300 USD per month to use / license the app, even though that app still to this day is advertised as "Price: Free" in the marketplace listing (https://www.zendesk.com/apps/support/integratecloud-zendesk-jira-integration/?source=app_directory) I only use that app just so that I can connect my second JIRA instance to Zendesk, as the standard JIRA app can only connect a single instance to Zendesk.  I was told the "Price: Free" in the app description would be looked in to by an employee of Zendesk in this thread, as deceiving practice in the Zendesk Marketplace, seen for some apps to this day.

We only use the ticket linking feature for the app and actually only use it 3-4 times a month so it is not worth the $300 USD per month that this company wants to charge to keep using it.  See the most recent review for this particular app at: https://www.zendesk.com/apps/support/integratecloud-zendesk-jira-integration/?source=app_directory to know that the pricing for this third party app is out of hand, just to get a second JIRA instance connected to Zendesk.  I suppose they are taking advantage of the fact that the official JIRA app that is created by Zendesk team, which only supports a single instance, can only support that single instance at this time so that is what prompts other companies to write a third-party app.  Then they charge an absorbent amount for the right to connect a second instance because of the lack of support for that in the official JIRA app.  We pay enough as it is for Zendesk and JIRA licenses, and it seems like it would not be a heck of a lot of trouble to be able to add another instance connector to the JIRA app to allow communication for even just a second JIRA instance to talk to Zendesk.

Is there going to be a time when the Zendesk-JIRA integration, "JIRA" app, authored by Zendesk, works with multiple JIRA instances?  As of now in v4.0, the integration only supports a single JIRA instance, as seen here and: https://support.zendesk.com/hc/en-us/articles/203660206/comments/360000339867

We have two JIRA instances.  We know that there is at least one alternative application that allow adding another JIRA instance to Zendesk to bypass the one JIRA instance only limitation that the existing app created by the Zendesk team contains, to allow for getting another instance to connect to have Zendesk-JIRA integration.  However, all the alternative apps are pricey, about 40 cents per ticket created after the "Free" trial expires.  However all of the alternative app options, including the "IntegrateCloud Zendesk-JIRA Integration" app,  appear to be pay per use and can get very expensive for us when we have the need to link to and create an average of 10 Zendesk tickets to JIRA issues daily x .40 cents x 30 days = $120 USD per month, this is about what we pay for our entire monthly Zendesk subscription.  Even though the app in this particular app in the Zendesk Marketplace is shown as "Price: Free", it is only free to install but it is still pay to use after the first 20 tickets are created, it would cost about 40 cents per ticket creation if we were to start actively using this alternative app, in addition adding comments via the "Notify" feature are charged per comment added.  As seen on their Support FAQ page here (https://integratecloud.azuredesk.co/SupportHome/Index.aspx) mentioned in the "What is a transaction?" section:

If you create a ticket in Zendesk and send it to JIRA that is considered as 1 transaction. Now when you add some comments in JIRA for linked ticket and send back to Zendesk its considered as 1 transaction. So total 2 transactions. Every time integratecloud sync comments or any piece of information from Zendesk to JIRA or Vice Versa that will be considered as transaction.

I see the big downside to the "IntegrateCloud Zendesk-JIRA Integration" app in the Zendesk Marketplace is that it looks like this "Free" version is not free, only "Free for 20 tickets", and will expire after 20 ticket creations. The software author replied with the "Free for 20 tickets" comment seen in another Zendesk Help Center forum response. Once the "IntegrateCloud Zendesk-JIRA Integration" app times out it will cease to work and require a license and using their Price Calculator it would incur or estimate to be a 40 cents per ticket creation / linked ticket / new comment charge.

In addition, compared to the "JIRA" (Zendesk Support for JIRA) app, available in the Zendesk Marketplace, authored by Zendesk, that app is less buggy compared to the alternative apps that we have tried that support Zendesk-JIRA integration.  We also do not like that we have to install, maintain, and have end-users utilize two different apps in their Zendesk ticket view just to allow the two different JIRA instances to work, and one app has a completely different UI compared to the other app, and in this case the alternative apps are somewhat buggy and somewhat less feature rich compared to the one authored by Zendesk.  The main issue I have would be the cost in using an alternative Zendesk-JIRA app, we pay enough for our Zendesk and JIRA subscription to begin with to have to worry about a 40 cents cost per new or linked ticket and per comment fee (transactions) just so that we can have one more JIRA instance tied to our Zendesk.

Thank you.

We would like to be able to have Zendesk for JIRA integration enabled on both of our JIRA instances that we utilize.  We have one Zendesk instance and two JIRA instances.  For now we can only enable JIRA integration for one out of two of our JIRA instances, which feels like half a solution as we have different software products that we engineer in the two JIRA instances and one ticket system that is used by all of our software products that we design.  When we attempt to add the second JIRA instance to Zendesk we get the following error, circled in yellow:

If we proceed with the authentication of the Zendesk Support for JIRA integration at that point it just overwrites the JIRA integration that already existed with the JIRA instance info that we are doing at that time, but does not allow for two JIRA instances to be configured.  This is even though Zendesk's apps marketplace has the ability to add more than one JIRA addon (although the site address and JIRA address is not configurable inside Zendesk apps area).  So we can only have one JIRA instance or the other in place, but not both.

We really want this feature.  We assumed it would keep to New status after assigning a New ticket to an agent just like our previous ticket system NetSuite did.