3,929
Customers have installed this add-on in at least 3,929 active instances.
3,929
Customers have installed this add-on in at least 3,929 active instances.
    by Zendeskfor JIRA Cloud and JIRA Server 7.0.0 - 7.2.6
    Supported
    Zendesk supports this add-on.

    Get support

    Supported
    Zendesk supports this add-on.

    Get support

    Data Center
    This add-on is compatible with the clustering and high-availability capabilities of our products.
    Get it nowFree add-on

    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

    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

    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.

    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.

    User reviews

    (59)
    Sign in to write a review »
    by Daniel Eads on 2016-11-28
    This plugin, while having the potential to be very useful, has some serious problems. 1. Installation - The plugin checks the JIRA user's email address to see if they have an associated Zendesk account. If they don't, it just puts up a "Permission Denied" error in JIRA with no explanation. What's worse, when you finally figure out what's going on and set up an account that is an administrator in both JIRA and Zendesk with the same email address in both (note: this is not the case for many organizations where Customer Support solely manages Zendesk), the plugin asks you to enter an email address for Zendesk to create the OAuth link. Why even bother with that first mystifying JIRA/Zendesk same email check if you're just going to force users to identify themselves anyway? 2. Configuration - As noted by other reviewers, the sidebar that Zendesk adds is system-wide. You don't get the option to specify which projects it appears on. It's pretty visually distracting too because it makes an AJAX call to Zendesk (complete with spinning 'waiting' circle) and then redraws/resizes the sidebar when it eventually finds no Zendesk tickets. On every issue in your entire JIRA instance. 3. Usage - The plugin attempts to fetch details from Zendesk using the logged-in JIRA user's email address. If the JIRA user's email doesn't match a Zendesk account, the plugin will happily report "There are no tickets linked to this issue" even if there ARE linked tickets. Even if you have accounts in both places, the email addresses have to line up or the plugin will lie to you. No "Unauthorized" message, just false information. EDIT: This behavior appears inconsistently. I came back to the same JIRA issue a few minutes later and the Zendesk details loaded (the email addresses for this user don't actually match with Zendesk). So now it appears that email address mismatch is not a problem after configuration, the link is just untrustworthy. I'm sure there are more problems with this add-on, but these are the things that popped out in just the first hour of attempted configuration and usage. Disappointing.
    Was this review helpful?YesNo

    Zendesk

    Daniel,

    Thanks for taking the time to review our add-on. I can see that you had a ticket raised with us and it was successfully resolved. If you're still having issues don't hesitate to contact us again.

    I take onboard your request to limit the integration to specific projects, I think that a valid feedback, but I do need to clarify on some of the other points you've raised.

    The addon doesn't check user's email address in JIRA or Zendesk. It only checks if the user is a JIRA admin. We use standard OAuth flow to login to Zendesk Support. You can choose any Zendesk admin account.

    Calls into Zendesk Support are made using OAuth token not email address, as per standard OAuth.

    I think it could be helpful if you refer to our setup guide. I hope it will answer many of your questions and help you through the installation process. If you still have any questions, please email us at integrations@product.zendesk.com and I'll be happy to explain more.

    by Victor Martinez on 2016-10-26
    Hi Team, I can't even load the config menu. it just hangs when loading and prints: Add-on Zendesk for JIRA is not responding. Wait or cancel?
    Was this review helpful?YesNo

    Zendesk

    Hi Victor

    We detected that failure last night and fixed it, the failure was due to a shared secret change on your server, maybe you installed it on a testing server before?

    It should be fixed now, can you try again?

    Thanks!

    by chit fei on 2016-10-26
    can it supports live chat and other omni-channels (facebook, etc...) to create tickets?
    Was this review helpful?YesNo

    Zendesk

    Hi Chit,

    If you mean that you'd like to create JIRA issues from Zendesk tickets that were created from Facebook or Twitter or Live Chat or even phone calls, then the answer is yes, it's possible!

    If you have any more questions on the subject please email us at support@zendesk.com?

    Thanks!

    by David Haberman on 2016-10-25
    Can ZenDesk be embedded into a custom application and exposed to end users to self report issues? Thanks
    Was this review helpful?YesNo

    Zendesk

    Hi David!

    Yes it can, I believe this article should be helpful. If not please email support@zendesk.com and reference this conversation, there are a few other options, including things on the roadmap so we'll be happy to help.

    Thanks!

    by Shayan Khan on 2016-10-12
    Hi, Does this plug-in force itself on all JIRA projects or can we pick and choose which projects it will be installed on? Thanks, Shayan
    Was this review helpful?YesNo

    Zendesk

    Hi Shayan,

    Thanks for the the hight ratings!

    The integration is enable across all projects in JIRA currently and it's not possible to select a subset. I would love to hear more about your particular use case. Please email me at integrations@product.zendesk.com

    Thanks!

    Pricing

    Support

    Zendesk Support supports Zendesk Support for JIRA. You can visit the support site to get help.

    Get support

    Zendesk Support supports Zendesk Support for JIRA. You can visit the support site to get help.

    Get support

    Versions

    JIRA Cloud Released 2016-10-28

    Summary

    Minor version update

    Details

    Minor version update

    Versions

    Version 3.0.8 JIRA Server 7.0.0 - 7.2.6 Released 2016-12-03

    Summary

    Support for SSO with Atlassian Crowd

    Details

    • Add support for single sign-on Atlassian Crowd
    • Bug fixes

    Installation

    1. Log into your JIRA instance as an admin.
    2. Click the admin dropdown and choose Add-ons. The Manage add-ons screen loads.
    3. Click Find new add-ons from the left-hand side of the page.
    4. Locate Zendesk Support for JIRA via search. Results include add-on versions compatible with your JIRA instance.
    5. Click Install to download and install your add-on.
    6. 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.

    1. Log into your JIRA instance as an admin.
    2. Click the admin dropdown and choose Add-ons. The Find new add-ons screen loads.
    3. Locate Zendesk Support for JIRA.
    4. Click Install to download and install your add-on.
    5. You're all set! Click Close in the Installed and ready to go dialog.

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