Announcing an important update on the Zendesk Jira integration

We’ve been working closely with Atlassian to improve the Zendesk Jira integration experience, and we want to share an important update.

After a careful review of the migration process, backend architecture, and feedback from customers, we identified a more direct and supportable path forward. This updated approach is designed to reduce complexity and improve the long-term experience for customers.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What happens next?

Our committment to you

What's changing?

No action is required from customers.

Customers currently using the existing integration will continue to use it as normal.

The current migration path to the new integration has been removed.

We will be delisting the new app and re-listing the original version.

Customers already on V2 should remain on V2 and will be supported by Zendesk for now. Zendesk will reach out to V2 customers with next steps.

Why is Zendesk making this change?

We heard from customers that the migration process could be confusing and, in some cases, could lead to issues during setup or transition. We take that feedback seriously.

Based on those conversations, and after working closely with Atlassian, we identified a better approach that is:

Simpler to understand

More reliable during migration

Easier for our teams to support

Better suited to delivering future improvements

Our goal is to make this change as smooth as possible and to avoid unnecessary disruption to your workflows.

What happens next?

Over the next few months, Zendesk will work with Atlassian to update the original app to the latest available offering. Once that upgrade is complete, we’ll introduce the latest features and improvements as part of the updated integration.

At that time, customers currently on V2 will be asked to move to the updated integration.

Our commitment to you

We understand that changes to integrations can affect important workflows, and we’re committed to making this transition as smooth as possible. While this update changes the path forward, it gives us a stronger foundation to support customers with a more stable and scalable integration experience.

We appreciate your patience and feedback as we continue improving the integration experience.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.