Connecting your Jira instance to Zendesk

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<p id="docs-hc-snippet" style="display: none;">The Jira integration for Zendesk offers a powerful solution that connects your product and support teams. To use the integration, first connect your Jira instance to Zendesk, as described in this article. Then, configure the integration according to your desired usage.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Connect your Jira instance to enable support agents to create and manage Jira issues from tickets and allow product teams to view Zendesk tickets in Jira. Configure features like the Jira app, ticket view, and field sync for real-time updates. Admins must set up and manage connections, with options to edit or disconnect instances while retaining settings for future use.</p>
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<p class="p">The Jira integration for Zendesk offers a powerful solution that connects your product
and support teams. To use the integration, first connect your Jira instance to Zendesk,
as described in this article. Then, configure the integration according to your desired
usage.</p>
<p class="p">Information will be available soon for customers who have already installed and
configured the legacy integration, including details on migrating to the new
integration.</p>
<div class="note" id="jira_v2_connect__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>
<div class="p">This article includes the following topics:<ul class="ul" id="jira_v2_connect__ul_kly_wkw_q2c">
<li class="li"><a class="xref" href="#topic_swl_zkw_q2c">Understanding the different ways to use the integration</a></li>
<li class="li"><a class="xref" href="#topic_v2v_1lw_q2c">Considerations</a></li>
<li class="li"><a class="xref" href="#topic_cxr_vlw_q2c">Connecting your Jira instance</a></li>
<li class="li"><a class="xref" href="#topic_dpq_1wz_t2c">Viewing and editing your connections</a></li>
<li class="li"><a class="xref" href="#topic_rmq_jkt_sjb">Disconnecting your Jira instance</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_swl_zkw_q2c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the different ways to use the integration</h2>
<div class="body">
<p class="p">After you’ve connected your Jira instance to Zendesk, the integration may require
additional configuration, depending on how you plan to use it.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_k1s_zkx_q2c">
<h3 class="title topictitle3" id="ariaid-title3">Allow support agents to view, link, and create Jira issues in Zendesk</h3>
<div class="body">
<p class="p">Enable your customer service agents to manage Jira issues directly from Zendesk
while they handle tickets. Consider setting up the following features:</p>
<ul class="ul" id="topic_k1s_zkx_q2c__ul_ryt_clx_q2c">
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810169980058" target="_blank">The Jira app for Zendesk</a></strong>
allows agents to view and interact with linked Jira issues from the Zendesk
ticket sidebar, facilitating direct collaboration with your product team.
For example, if a customer reports a bug through a Zendesk ticket, the agent
can immediately log the bug in Jira. After the issue is resolved, a
developer can comment on the ticket from Jira, notifying followers and
displaying updates in the Zendesk ticket sidebar.</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9827183512730" target="_blank">Field sync</a></strong> allows
real-time data updates between Zendesk and Jira. For example, syncing a
priority field ensures that both support and product teams are informed
about the current progress and priority of issues.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_zxl_tkx_q2c">
<h3 class="title topictitle3" id="ariaid-title4">Give Jira users visibility to customer-reported issues in Zendesk</h3>
<div class="body">
<p class="p">Allow product teams to view Zendesk tickets directly in Jira, enabling them to
investigate customer-reported issues more thoroughly. Consider setting up the
following features:</p>
<ul class="ul" id="topic_zxl_tkx_q2c__ul_xcg_wkx_q2c">
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810155413146" target="_blank">Zendesk ticket view for
Jira</a></strong> provides product teams with real-time access to Zendesk
tickets directly within Jira, allowing Jira users to view Zendesk ticket
data in the Jira sidebar for issue context. Additionally, ticket view allows
Jira users to add comments to linked Zendesk tickets in an issue's Activity
tab.</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9827183512730" target="_blank">Field sync</a></strong> ensures that
both systems have consistent and up-to-date information. </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_v2v_1lw_q2c">
<h2 class="title topictitle2" id="ariaid-title5">Considerations</h2>
<div class="body">
<ul class="ul" id="topic_v2v_1lw_q2c__ul_zqq_hlw_q2c">
<li class="li">You must be a Zendesk Support admin and a Jira admin to set up your integration. </li>
<li class="li"> If the Zendesk admin who connected the integration has their role downgraded,
the integration will cease to function. It will require the integration to be
disconnected, then reconnected in Admin Center by another Zendesk admin.</li>
<li class="li">The admin who connects the integration is displayed as the user performing field
sync actions and posting comment replies within the integration.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_cxr_vlw_q2c">
<h2 class="title topictitle2" id="ariaid-title6">Connecting your Jira instance</h2>
<div class="body">
<p class="p">Set up and configure your integration in Admin Center. You should test the
integration with your Zendesk and Jira sandbox environments first.</p>
<p class="p">Multiple connections are supported. Repeat these steps for each instance you’d like
to connect to Zendesk.</p>
<p class="p"><strong class="ph b">To connect Jira to Zendesk</strong></p>
<div class="p">
<ol class="ol" id="topic_cxr_vlw_q2c__ol_ej2_clc_rlb">
<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_cxr_vlw_q2c__d8e2098" 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">On the Integrations page, click <strong class="ph b">Jira</strong>.</li>
<li class="li">If you already have connections set up, they display in the connections
list. To add another connection, click <strong class="ph b">Add connection</strong>.</li>
<li class="li">Select the type of Jira instance you'd like to connect: <strong class="ph b">Atlassian
Cloud</strong> or <strong class="ph b">Atlassian Government Cloud (AGC)</strong>.<div class="p">
<br><img class="image img-screenshot" id="topic_cxr_vlw_q2c__image_c4l_x13_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Jira_v2_connect_account_AGC_2.png" width="700"><br>
</div>
</li>
<li class="li">Enter your <strong class="ph b">Jira account URL</strong> in the text field.<p class="p">You must be an
administrator of this account to connect the integration.</p>
</li>
<li class="li">Select the checkbox to agree to the <strong class="ph b">Built by Zendesk Terms of Use</strong>,
then click <strong class="ph b">Connect Jira</strong>.<p class="p">You are directed to an authorization
page.</p>
</li>
<li class="li">In the <strong class="ph b">Use app on</strong> menu, select the Jira account for which you entered
the URL on the previous page.<p class="p">This step grants Zendesk access to data in
your Atlassian account.</p>
<div class="p">
<br><img class="image img-screenshot" id="topic_cxr_vlw_q2c__image_tjz_t4t_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Jira_v2_grant_access.png" width="500"><br>
</div>
</li>
<li class="li">Click <strong class="ph b">Accept</strong>.<p class="p">You are directed back to Admin Center. The new
connection displays in the Jira connections list. The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810169980058" target="_blank">Jira app for Zendesk</a> is now
connected, but ticket view and field mapping are inactive.</p>
</li>
</ol>
</div>
<p class="p">Next, click the options menu icon (<img class="image" id="topic_cxr_vlw_q2c__image_ynn_xr3_j1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the Jira instance and click <strong class="ph b">Configure</strong>
to set up the integration, depending on how you plan to use it. See <a class="xref" href="#topic_swl_zkw_q2c">Understanding the different ways to use
the integration</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_dpq_1wz_t2c">
<h2 class="title topictitle2" id="ariaid-title7">Viewing and editing your connections</h2>
<div class="body">
<p class="p">Use the Integrations page in Admin Center to view and edit your Jira connections with
Zendesk. </p>
<p class="p"><strong class="ph b">To view or edit your Jira connections</strong></p>
<ol class="ol" id="topic_dpq_1wz_t2c__ol_tb4_3wz_t2c">
<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_dpq_1wz_t2c__d8e2098" 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">On the Integrations page, click <strong class="ph b">Jira</strong>.<p class="p">The connections appear in a list.
Each connection displays which features are active: Support app, Ticket
view, and Field mapping.</p>
</li>
<li class="li">To edit the connection name or view details, click the name of a
connection.</li>
<li class="li">Make changes as needed, then click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_rmq_jkt_sjb">
<h2 class="title topictitle2" id="ariaid-title8">Disconnecting your Jira instance</h2>
<div class="body">
<p class="p">You can disconnect your Jira instance from Zendesk in Admin Center. After it's
disconnected, your configuration settings are still retained if you decide to
connect to the same instance.</p>
<div class="p">Each time you connect to a new or previously connected instance, you must activate
the following features, if applicable to your setup:<ul class="ul" id="topic_rmq_jkt_sjb__ul_a5x_zww_q2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810169980058" target="_blank">The Jira app for Zendesk</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810155413146" target="_blank">Zendesk ticket view for Jira</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9827183512730" target="_blank">Field sync</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">To disconnect a Jira instance</strong><ol class="ol" id="topic_rmq_jkt_sjb__ol_cq2_lht_wgc">
<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_rmq_jkt_sjb__d8e2098" 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">On the Integrations page, click <strong class="ph b">Jira</strong>.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_rmq_jkt_sjb__image_tf1_qxw_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the Jira instance you want to
disconnect, then click <strong class="ph b">Disconnect</strong>.</li>
</ol>
</div>
</div>
</div>
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