Configuring the Jira app for Zendesk Support

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<p id="docs-ai-summary-content">Configure the Jira app to create and view linked issues from tickets. Customize project access, add or remove fields in the sidebar, and adjust the issue creation form. Manage attachments, linked issues, and automation settings. Temporarily disable the app during setup without disconnecting accounts. This integration does not support Jira Data Center or Server.</p>
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<p class="p">As described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9827173048858" target="_blank">Using the Jira integration for Zendesk</a>, the
Jira app for Zendesk Support allows agents to create and view linked Jira issues from a
ticket in Zendesk. The app is available to agents in Zendesk after you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9797104268058" target="_blank">connected your Jira instance to Zendesk</a>. </p>
<p class="p">Admins can configure the app to customize and enhance the integration to suit their
company's needs. The app can also be turned on or off to support flexible management
during setup.</p>
<p class="p"><img class="image img-screenshot" id="jira_v2_app_configure__image_hhg_yrp_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_sidebar_config_large.png" width="800"></p>
<div class="note" id="jira_v2_app_configure__note_sqx_km5_wgc">
<span class="notetitle">Note:</span> This integration doesn't support Jira Data Center and Jira
Server, as Atlassian is planning to discontinue these platforms. See Atlassian's
announcements for <a class="xref" href="https://www.atlassian.com/migration" target="_blank">Jira Data Center</a> and <a class="xref" href="https://www.atlassian.com/licensing/server-end-of-support#serv-end-of-support" target="_blank">Jira Server</a>.</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="jira_v2_app_configure__ul_zr1_vb2_sjb">
<li class="li"><a class="xref" href="#topic_gdb_dl3_xgc">Including Jira projects</a></li>
<li class="li"><a class="xref" href="#topic_emy_hd3_xgc">Adding and removing Jira fields from the app sidebar</a></li>
<li class="li"><a class="xref" href="#topic_mgd_rj4_qz">Adding Jira fields to the issue creation form</a></li>
<li class="li"><a class="xref" href="#topic_k2v_qc1_b3c">Configuring attachments, linked issues, and automation</a></li>
<li class="li"><a class="xref" href="#topic_ulg_wc3_xgc">Turning off the app</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gdb_dl3_xgc">
<h2 class="title topictitle2" id="ariaid-title2">Including Jira projects</h2>
<div class="body">
<p class="p">Zendesk admins can configure the Jira app to include specific projects, so that when
an agent tries to create or link a Jira issue, only those projects will be
available. This feature is particularly useful if you'd only like to permit ticket
creation for certain projects.</p>
<p class="p"><strong class="ph b">To include Jira projects in the app</strong></p>
<ol class="ol" id="topic_gdb_dl3_xgc__ol_dwh_3tk_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_gdb_dl3_xgc__d8e2083" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Jira</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">On the Support app tab, select which projects to allow ticket creation in the
<strong class="ph b">Allowed projects</strong> field.<p class="p">If you'd rather select only the projects to
exclude, select those projects in the <strong class="ph b">Restricted projects</strong> field. This
option is useful if you only need to exclude a small number of projects,
such as internal projects. </p>
<p class="p">You can only use one option at a time:
<strong class="ph b">Allowed projects</strong> or <strong class="ph b">Restricted projects</strong>. These fields
cannot be used together. If you're looking for a specific project that isn't
immediately visible in the drop-down list, you can start typing its name to
find it quickly.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_emy_hd3_xgc">
<h2 class="title topictitle2" id="ariaid-title3">Adding and removing Jira fields from the app sidebar</h2>
<div class="body">
<p class="p">With a ticket open in Zendesk, users can access the Jira app in the right sidebar. If
the app is not displayed on the right side of the Agent Workspace, agents can click
the Apps icon (<img class="image" id="topic_emy_hd3_xgc__image_ydq_grz_n4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_apps.png">) in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a> to open it.</p>
<p class="p"><img class="image img-screenshot" id="topic_emy_hd3_xgc__image_rkc_vc1_zcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_app_sidebar.png" width="300"></p>
<p class="p">Zendesk admins can customize the app to display the Jira fields most relevant to
agents handling tickets. This configuration process involves adding the desired Jira
fields to the app and organizing them within the Summary and Details sections of the
sidebar.</p>
<p class="p"><strong class="ph b">To add Jira fields to the app sidebar</strong></p>
<ol class="ol" id="topic_emy_hd3_xgc__ol_tdl_c3p_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_emy_hd3_xgc__d8e2083" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Jira</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you're
setting up.</li>
<li class="li">In the Manage issue section, select the field you'd like to add in the <strong class="ph b">Select
field</strong> menu, then click <strong class="ph b">Add field</strong>.<p class="p"><img class="image img-screenshot" id="topic_emy_hd3_xgc__image_xwz_jmp_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_app_sidebar_fields_3.png" width="700"></p>
</li>
<li class="li">Select where to display the field in the sidebar: the <strong class="ph b">Summary</strong> and/or
<strong class="ph b">Details</strong> section. <p class="p">If a field is selected but grayed out, it means
that the field is already added to the section by default and can't be
removed.</p>
</li>
<li class="li">To reorder fields in the sidebar, click <img class="image img-screenshot" id="topic_emy_hd3_xgc__image_wqf_fxk_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_grabber_icon.png" width="15"> and drag
them to the desired location. The order represented in the configuration
determines the order in which fields are displayed in the sidebar.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">The preview pane displays how the added field will appear to agents. Use the preview
to determine whether objects need to be adjusted or reordered.</p>
<p class="p"><strong class="ph b">To remove Jira fields from the app sidebar</strong></p>
<ol class="ol" id="topic_emy_hd3_xgc__ol_yqm_241_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_emy_hd3_xgc__d8e2083" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Jira</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you're
setting up.</li>
<li class="li">In the Manage issue section, click the <strong class="ph b">X</strong> icon next to the fields to
remove.<p class="p"><img class="image img-screenshot" id="topic_emy_hd3_xgc__image_zqm_241_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_remove_app_field.png" width="400"></p>
<p class="p">If a field is selected but grayed out, it means that the field
can't be removed.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mgd_rj4_qz">
<h2 class="title topictitle2" id="ariaid-title4">Adding Jira fields to the issue creation form</h2>
<div class="body">
<p class="p">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9827173048858#topic_fwb_hwc_zm" target="_blank">creating a Jira issue</a> from a Zendesk
Support ticket, agents are asked to enter details about the issue being reported in
the Create issue form.</p>
<p class="p"><img class="image img-screenshot" id="topic_mgd_rj4_qz__image_ghz_wh3_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_create_issue_blank.png" width="350">
</p>
<div class="p">The empty Create issue form includes the following fields: <ul class="ul" id="topic_mgd_rj4_qz__ul_pbk_lx4_qz">
<li class="li">Project</li>
<li class="li">Work type</li>
<li class="li">Summary</li>
<li class="li">Description</li>
</ul>
</div>
<p class="p">These default fields can't be removed. Zendesk Support admins can add pre-existing or
custom Jira fields to this form. Adding fields to the issue creation form makes them
visible to all agents when creating issues for the selected project and work
type.</p>
<p class="p">Fields marked as mandatory for a selected project and issue type in Jira will always
appear by default in the Zendesk sidebar app. These fields are set by Jira and are
not configurable in Admin Center. Admins can't remove or reorder these fields within
Zendesk.</p>
<div class="p">
<strong class="ph b">To add fields to the Create issue form</strong><ol class="ol" id="topic_mgd_rj4_qz__ol_gcr_1jv_cwb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mgd_rj4_qz__d8e2083" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Jira</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">On the Support app tab, scroll down to the Create issue fields section and
click <strong class="ph b">Configure</strong>.</li>
<li class="li">Click <strong class="ph b">Add project</strong>.</li>
<li class="li">In the Select project field, select the project for which you'd like to
configure fields.<p class="p"><img class="image img-screenshot" id="topic_mgd_rj4_qz__image_dcl_bqj_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_configure_fields_select_project.png" width="350"></p>
</li>
<li class="li">Expand the issue type for which you'd like to add fields to the issue
creation form.</li>
<li class="li">Use the <strong class="ph b">Select field</strong> menu to add fields to the form:<ol class="ol" id="topic_mgd_rj4_qz__ol_s3q_tsj_xgc" type="a">
<li class="li">Select a field in the dropdown menu.</li>
<li class="li">To make the field required on the Create issue form, select <strong class="ph b">Is
Required?</strong>.</li>
<li class="li">Click <strong class="ph b">Add field</strong>.</li>
</ol>
<p class="p"><img class="image img-screenshot" id="topic_mgd_rj4_qz__image_rgs_nkv_cwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_configure_add_field_3.png" width="500"></p>
</li>
<li class="li">To reorder fields on the form, click <img class="image img-screenshot" id="topic_mgd_rj4_qz__image_w1w_t5j_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_grabber_icon.png" width="15"> and
drag them to the desired location. The order represented in the
configuration determines the order in which fields are displayed on the
form.</li>
<li class="li">Click <strong class="ph b">Add</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_k2v_qc1_b3c">
<h2 class="title topictitle2" id="ariaid-title5">Configuring attachments, linked issues, and automation</h2>
<div class="body">
<p class="p"><strong class="ph b">To configure attachments, linked issues, and automation</strong></p>
<ol class="ol" id="topic_k2v_qc1_b3c__ol_wsg_qd1_b3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k2v_qc1_b3c__d8e2083" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Jira</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection for which
you'd like to turn off the app.</li>
<li class="li">On the Support app tab, scroll to the bottom of the page and turn the following
features on or off:<ul class="ul" id="topic_k2v_qc1_b3c__ul_lxh_sd1_b3c">
<li class="li">
<strong class="ph b">Allow issue creation</strong> allows Zendesk users to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9827173048858#topic_fwb_hwc_zm" target="_blank">create Jira issues from
tickets</a>.</li>
<li class="li">
<strong class="ph b">Attachments management in linked issue details</strong> allows users to
manage attachments within linked Jira issues.</li>
<li class="li"><strong class="ph b">Automatically add agent as watcher when linking Jira issues</strong></li>
<li class="li"><strong class="ph b">Allow search for closed issues</strong></li>
<li class="li"><strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10042720591898" target="_blank">Turn on linked ticket reporting
in Jira</a></strong></li>
<li class="li">
<strong class="ph b">Manage links</strong> allows API users to <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/jira_v2/jira_integration_links/" target="_blank">create and update integration
links</a> via the API.</li>
<li class="li">
<strong class="ph b">Update ticket status or comments</strong> allows API users to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10055291434394" target="_blank">sync the status of Zendesk tickets
with the status of linked issues in Jira</a> via the API.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ulg_wc3_xgc">
<h2 class="title topictitle2" id="ariaid-title6">Turning off the app</h2>
<div class="body">
<p class="p">After <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9797104268058" target="_blank">connecting your Jira instance to Zendesk</a>,
the Jira app is visible to agents in Zendesk by default. You can temporarily hide
the app from agents by turning it off. For example, you may want to turn it off
while you're configuring it. </p>
<p class="p">Turning the app off doesn't disconnect your accounts. However, agents can't create or
link issues.</p>
<p class="p"><strong class="ph b">To turn off the Jira app</strong></p>
<ol class="ol" id="topic_ulg_wc3_xgc__ol_yh4_pg4_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ulg_wc3_xgc__d8e2083" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Jira</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection for which
you'd like to turn off the app.</li>
<li class="li">On the Support app tab, deselect the <strong class="ph b">Turn on Jira app for Zendesk Support</strong>
checkbox.<p class="p">When you're ready to turn the app back on, select the
checkbox.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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