Zendesk Support for Jira

Terrible configuration design, very little flexibility and one of the biggest I don't give a flying duck support experience I've had (however honorary mention to the only useful person I met on Zendesk team, Garrick, who was actually able to converse and provide helpful answers and suggestions, sorry mate, your support team annoys me extremely). Other than that, if you're not a paying customer you might as well wait over a month for a reply and then be told you won't get any help anyway. Had to fix a particular problem myself by decompiling the plugin and dig through the code, because otherwise I would need to get a paying customer to raise a request for me. Needless to say, customer is not a Jira administrator. Even as you send a feature improvement suggestion, after more than a month, you will be told no support for you, not a paying customer. This shows a terrifying lack of care, and casts a question whether "Free" and "Supported" go together as far as Atlassian marketplace is concerned. Here's the main problem I have with the plugin, it requires you to grant a global admin to a specific user, and the connected Zendesk then is acting on this user's behalf (presumably, support wouldn't talk to me). This on it's own is a shady practice. The documentation states that this user must be using Jira internal directory (for god's sake why?). I don't know if this is actually required or not, as we would use ldap like most organizations, and having a local user with global admin on an instance available from the internet.. Surely you can see where this leads to right? Secondly is the ever-annoying project restriction as pointed in reviews below. There is no UI element to use for quick nav, you have to manually go to manage apps, wait, wait, zendesk, configure, project restrictions. Amazing. Might as well bookmark that url. The problem however is that every project falls to "Allowed" category by default. Why!? This should just be the other way around. Will a growing instance really need a Zendesk integration for every project? No, no it won't. Here's the best part, this configuration is actually an iframe and your configuration is actually stored on Zendesk site, pretty.. neat?

Inconvenient configuration. You can't choice user to integration. User must be jira-admin. Project restrictions - is a blacklist, so you need to add each new project to restricted manually. Restrictions don't not affect the visibility of the plugin. You will see tab and right bar web item in each project.

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

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.

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.