Zendesk Support for Jira

Name: Zendesk Support for Jira
Rating: 3.0 (97 reviews)

Create a seamless workflow between Zendesk Support tickets and Jira issues and unite your support and engineering teams

Ensure no bugs are left behind

A holistic view from support to engineering

Complete control of data sharing

Support teams can easily escalate and link Zendesk tickets to Jira issues. Notify engineering of bugs that are impeding your customer’s experience and get updates on the issue’s resolution—all from within Zendesk.

Within Jira, engineers will have a complete view of customer conversations related to an issue. They can collaborate with your support team to resolve issues—without having to leave Jira.

Customize the Zendesk add-on for Jira to fit your teams’ workflows. You can choose the info you want to show from Jira in Zendesk, and share tags from Zendesk to Jira too.

Ensure no bugs are left behind

A holistic view from support to engineering

Complete control of data sharing

Within Jira, engineers will have a complete view of customer conversations related to an issue. They can collaborate with your support team to resolve issues—without having to leave Jira.

Customize the Zendesk add-on for Jira to fit your teams’ workflows. You can choose the info you want to show from Jira in Zendesk, and share tags from Zendesk to Jira too.

Ensure no bugs are left behind

A holistic view from support to engineering

Complete control of data sharing

Within Jira, engineers will have a complete view of customer conversations related to an issue. They can collaborate with your support team to resolve issues—without having to leave Jira.

Customize the Zendesk add-on for Jira to fit your teams’ workflows. You can choose the info you want to show from Jira in Zendesk, and share tags from Zendesk to Jira too.

More details

WITHIN ZENDESK:

Jira data is displayed in the Zendesk sidebar, next to a ticket. You have complete control over what Jira info is shown.
Link one or more Zendesk tickets to existing Jira issues.
Create a new Jira issue from within Zendesk with all the info your engineering team needs.
Notify a Jira user through a comment in Zendesk.
Tags from Zendesk to Jira are shared allowing you to power your workflows.

WITHIN Jira:

Linked Zendesk tickets are displayed in the Zendesk activity tab within Jira —providing a view of all public and private comments.
Click on a Zendesk ticket to expand and view ticket info and full conversations between the customer and support agent.
Linked Zendesk tickets are also displayed in the sidebar next to the corresponding Jira issue. You have complete control over what custom fields are shown from Zendesk in Jira.
Your Jira users can choose to notify either the customer or the Zendesk support agent.
Use workflow to automatically notify linked Zendesk tickets.

Media

Screenshot slideshow (6)

Privacy and security

Privacy policy
Atlassian's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's vendor.
Vendor privacy policy
Security
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Cloud app vendors are encouraged to complete a yearly self-assessment of their data security practices. This information is self-reported by vendors, and Atlassian is not responsible for the security or integrity of this app.
Self-assessment program details

Resources

Version history

Documentation

EULA

Watch app (1029)

Integration details

Zendesk Support for Jira integrates with your Atlassian product. This remote service can:

Write data to the host application
Read data from the host application

More details

WITHIN ZENDESK:

Jira data is displayed in the Zendesk sidebar, next to a ticket. You have complete control over what Jira info is shown.
Link one or more Zendesk tickets to existing Jira issues.
Create a new Jira issue from within Zendesk with all the info your engineering team needs.
Notify a Jira user through a comment in Zendesk.
Tags from Zendesk to Jira are shared allowing you to power your workflows.

WITHIN Jira:

Linked Zendesk tickets are displayed in the Zendesk activity tab within Jira —providing a view of all public and private comments.
Click on a Zendesk ticket to expand and view ticket info and full conversations between the customer and support agent.
Linked Zendesk tickets are also displayed in the sidebar next to the corresponding Jira issue. You have complete control over what custom fields are shown from Zendesk in Jira.
Your Jira users can choose to notify either the customer or the Zendesk support agent.
Use workflow to automatically notify linked Zendesk tickets.

More details

WITHIN ZENDESK:

Jira data is displayed in the Zendesk sidebar, next to a ticket. You have complete control over what Jira info is shown.
Link one or more Zendesk tickets to existing Jira issues.
Create a new Jira issue from within Zendesk with all the info your engineering team needs.
Notify a Jira user through a comment in Zendesk.
Tags from Zendesk to Jira are shared allowing you to power your workflows.

WITHIN Jira:

Linked Zendesk tickets are displayed in the Zendesk activity tab within Jira —providing a view of all public and private comments.
Click on a Zendesk ticket to expand and view ticket info and full conversations between the customer and support agent.
Linked Zendesk tickets are also displayed in the sidebar next to the corresponding Jira issue. You have complete control over what custom fields are shown from Zendesk in Jira.
Your Jira users can choose to notify either the customer or the Zendesk support agent.
Use workflow to automatically notify linked Zendesk tickets.

Reviews for cloud

(97)Sign in to write a review

by sachin.ghume on 2018-10-29

It would have been really great if it allowed to map Zendesk System fields with Jira System fields e.g. Priority, Assignee, Status. ~Sachin Ghume Asst. Manager - Support

2 out of 2 found this review helpful

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by Vlad Kovalski on 2018-04-12

Doesn't work

0 out of 2 found this review helpful

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by Jennifer Zou on 2018-02-27

Great customer service. I think this add-on is very powerful.

1 out of 1 found this review helpful

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by Chelsea van den Heuvel on 2018-01-09

Configure and uninstall buttons are not visable

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by Joe Bond on 2017-10-04

Not easy to implement but quite useful.

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Zendesk

Hi Joe,

The integration leverages the JIRA workflow to optionally modify the status of a linked Zendesk ticket, you can read about it here. Communication between the two systems is done via a dedicated user account on each system. I assume your second point refers to the account under which comments are shared.

To add a label to the linked JIRA issue from Zendesk, you need to add a tag that starts with 'jira_'

If you need help setting up we integration or have other question we would be happy to help. Please email us at support@zendesk.com

Reviews for server

(97)Sign in to write a review

by Peter Hochstrasser on 2018-11-15

If you use CROWD and want to integrate Zendesk with your JIRA, please read this and post a comment to let Zendesk know what is really needed for larger shops: https://support.zendesk.com/hc/en-us/community/posts/360000692987-Feature-Request-JIRA-integration-using-CROWD-and-other-external-directories Thanks for your support. Peter

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by Leon Kirchner on 2018-04-18

This Addon is totally unusable when you want to change the integration. If the connection is broken you are absolutely unable to change the plugin config. Even when you reinstall it.

1 out of 1 found this review helpful

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by Adriana Ajredini on 2017-11-27

It's a practical integration, however the main setback for larger user groups is the inability to expose only limited list of projects, which can be used with this integration. Main use-case, let's say a company has dozens of projects for various services, however only few of them are dedicated to be used for this "cross-platform" communication between development and Zendesk staff. By allowing all projects to be selected and create tasks on them, increases the error margin and slows down task creation due to too many projects available.

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by Paul Smith on 2017-10-31

It works well, but the problem is it's slow to look up zendesk information; it probably takes two seconds or so after I load a JIRA issue before I can start working with it, because it's hung up waiting for response from zendesk. Since probably only 10% of our JIRA issues are actually related to a zendesk ticket 90% of the lookups don't find anything anyway. Then whenever I make any change to the issue it does this lookup all over again. This really slows down our use of JIRA. It would be nice if there were an option to configure the Zendesk add-on so it would only try to look up zendesk tickets if a certain label were applied to the JIRA. Or a special link type that would be explicitly created for a zendesk ticket. Or even an option to instead of always automatically connecting to zendesk for every ticket, have a button to click in the JIRA that would request the lookup--that would be nice because even when there is a Zendesk associated with a JIRA, much of the time when we're working with the issue we don't need to worry about what the Zendesk ticket status is. Obviously not everyone would want this; some will prefer the lookup being automatic as it is today. But for teams like ours where the large majority of our JIRAs are not related to zendesk it would be worth it to reduce the frustration... when we're doing bug scrubs, sprint planning, etc. and walking through JIRAs quickly in meetings, waiting for this lookup on every issue before we can start working with it is a real productivity killer.

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by Pete Fisher on 2017-08-24

Better than the Legacy JIRA Connector but still lacks a number of features such as easy field to field mapping, notification schemes, etc

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Zendesk

Hi Pete,

Field mapping (and syncing) feature is supposed by the integration, you can find more details here.

We would love to hear about your other ideas, please email us at integrations@product.zendesk.com

Reviews for Data Center

(97)Sign in to write a review

by Pete Fisher on 2017-08-24

Better than the Legacy JIRA Connector but still lacks a number of features such as easy field to field mapping, notification schemes, etc

Was this review helpful?Yes No

Zendesk

Hi Pete,

Field mapping (and syncing) feature is supposed by the integration, you can find more details here.

We would love to hear about your other ideas, please email us at integrations@product.zendesk.com

by David Kane on 2017-07-26

We use this to easily push a ticket to lira when a developer needs to take a look at a potential problem.

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by Marcella Higa on 2017-07-21

Zendesk

0 out of 3 found this review helpful

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by Finke Lamein on 2017-07-19

fairly decent plugin, shame it needs a dedicated admin user to install (and is tied to this user as well, spamming that user with subscriptions on zendesk linked issues) Also updates to the plugin are lagging behind with regard to JIRA, delaying even minor updates of JIRA. Maybe post a time frame on the marketplace page to give some idea how long an update of JIRA should be delayed to keep the plugin functioning.

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Zendesk

Hi Finke,

Thanks for taking the time to provide feedback.

The integration does indeed requires a dedicated Zendesk account to work. This way JIRA users don't require their own Zendesk login. Since it's a dedicated integration account, there is no need to check emails for this account. Something that many customers find convenient.

With regards to supporting JIRA updates, we do exhaustive testing for each major release and that can take time. Minor releases should be safe to take.

by Gonchik Tsymzhitov on 2017-06-30

I am sorry, this plugin has lacked off functionality: 1. Any modifications done to ticket in jira or zendesk should not affect each other( eg: changing the title in jira should not modify zendesk ticket, comment update in jira should not update zendesk etc.) 2. Ability to manually link multiple zendesk tickets to jira case and vice versa. 3. Closing a ticket in jira should send a private comment in zendesk. ( but should not update status.) 4. Unfortunately, on JIRA side does not have possiblity for map Porject with zendesk. Therefore I have seen some perf regression. Will be nice , if you get some advice and answer. Thank you

3 out of 3 found this review helpful

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Cloud Pricing

Server Pricing

Data Center Pricing

Zendesk provides support for this app.

Vendor support resources

Documentation

Find out how this app works.

Community

Community discussions connect you to the vendor and other customers who use this app.

Vendor support resources

Documentation

Find out how this app works.

Community

Community discussions connect you to the vendor and other customers who use this app.

Vendor support resources

Documentation

Find out how this app works.

Community

Community discussions connect you to the vendor and other customers who use this app.

Versions

1.0.20-ACJira Cloud • Released 2019-05-08

Summary

Minor version update

Details

Minor version update

Versions

Version 3.0.19 • Jira Server 7.0.0 - 8.3.4 • Released 2019-08-13

Summary

Compatible with the latest version of Jira Server and Data Center

Details

Compatible with the latest version of Jira Server and Data Center

Versions

Version 3.0.19 • Jira Data Center 7.0.0 - 8.3.4 • Released 2019-08-13

Summary

Compatible with the latest version of Jira Data Center

Details

Compatible with the latest version of Jira Data Center

Installation

Log into your Jira instance as an admin.
Click the admin dropdown and choose Add-ons. The Manage add-ons screen loads.
Click Find new apps or Find new add-ons from the left-hand side of the page.
Locate Zendesk Support for Jira via search. Results include app versions compatible with your Jira instance.
Click Install to download and install your app.
You're all set! Click Close in the Installed and ready to go dialog.

To find older Zendesk Support for Jira versions compatible with your instance, you can look through our version history page.

Log into your Jira instance as an admin.
Click the admin dropdown and choose Add-ons. The Find new apps or Find new add-ons screen loads.
Locate Zendesk Support for Jira.
Click Install to download and install your app.
You're all set! Click Close in the Installed and ready to go dialog.

Log into your Jira instance as an admin.
Click the admin dropdown and choose Add-ons. The Manage add-ons screen loads.
Click Find new apps or Find new add-ons from the left-hand side of the page.
Locate Zendesk Support for Jira via search. Results include app versions compatible with your Jira instance.
Click Install to download and install your app.
You're all set! Click Close in the Installed and ready to go dialog.

To find older Zendesk Support for Jira versions compatible with your instance, you can look through our version history page.

Create a seamless workflow between Zendesk Support tickets and Jira issues and unite your support and engineering teams

Create a seamless workflow between Zendesk Support tickets and Jira issues and unite your support and engineering teams

Create a seamless workflow between Zendesk Support tickets and Jira issues and unite your support and engineering teams

Ensure no bugs are left behind

A holistic view from support to engineering

Complete control of data sharing

Ensure no bugs are left behind

A holistic view from support to engineering

Complete control of data sharing

Ensure no bugs are left behind

A holistic view from support to engineering

Complete control of data sharing

Zendesk provides support for this app.

Zendesk provides support for this app.

Zendesk provides support for this app.

Summary

Details

Summary

Details

Summary

Details

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