Setting up the Zendesk Support for Jira integration

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<p id="docs-hc-snippet" style="display: none;">The Zendesk Support for Jira integration encourages collaboration between product and support teams. For example, agents can link or create new Jira issues from a Zendesk ticket. They can then use the link to track the progress made by the product team on addressing the issue.</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">You can set up the Jira integration to link or create Jira issues directly from support tickets, enabling collaboration between support and product teams. The integration supports Jira Cloud and Data Center, allows adding custom Jira fields to issue forms, and offers a dedicated integration user option for managing escalations. Admins can restrict app access and reinstall the integration if needed.</p>
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<div class="body">

<p class="p">The Zendesk Support for Jira integration encourages collaboration between product and support
teams. For example, agents can link or create new Jira issues from a Zendesk ticket. They can
then use the link to track the progress made by the product team on addressing the issue.</p>
<p class="p">The integration supports Atlassian Jira Cloud and Jira Data Center. It's not supported on the
Jira Cloud mobile app. If you've installed this integration on Jira Server, it will continue
to function, but you can no longer receive support for this configuration, as Atlassian has
<a class="xref" href="https://www.atlassian.com/licensing/server-end-of-support" target="_blank">ended support for Jira Server</a>.</p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic_azm_qcl_xm__ul_es5_f2d_qn">
<li class="li"><a class="xref" href="#topic_zkr_sr3_wn">Installation requirements </a></li>
<li class="li"><a class="xref" href="#topic_jtn_k5c_wxb">Jira custom field type compatibility</a></li>
<li class="li"><a class="xref" href="#topic_shw_xdd_qn">Installing and configuring the
integration</a></li>
<li class="li"><a class="xref" href="#topic_k24_dqr_ymb">Restricting access to the Jira app in Zendesk Support</a></li>
<li class="li"><a class="xref" href="#topic_mgd_rj4_qz">Adding fields to the Jira issue creation form in Zendesk Support</a></li>
<li class="li"><a class="xref" href="#topic_mm1_3t3_scb">Using the dedicated integration user
option</a></li>
<li class="li"><a class="xref" href="#topic_dsy_fys_5pb">Reinstalling the integration</a></li>
</ul>
<p class="p">Related topics:</p>
<ul class="ul" id="topic_azm_qcl_xm__ul_bxp_gb2_qn">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827996058" target="_blank">Using the Zendesk Support for Jira integration</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839373850" target="_blank">Restricting access to projects in your Jira integration</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832025114" target="_blank">Updating a ticket when the status of a Jira issue changes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zkr_sr3_wn">
<h2 class="title topictitle2" id="ariaid-title2">Installation requirements</h2>
<div class="body">
<p class="p">You must have administrator permissions in both Jira and Zendesk Support to set up the
integration. </p>
<p class="p">Additionally, you must meet the following requirements:</p>
<ul class="ul" id="topic_zkr_sr3_wn__ul_wn2_ysb_wn">
<li class="li">Be a member of the <strong class="ph b">jira-administrators</strong> and <strong class="ph b">jira-software-users</strong>
groups.</li>
<li class="li">Have no permission schemes that prevent you from creating or updating projects.</li>
<li class="li">The <strong class="ph b">reporter</strong> field is on the <strong class="ph b">Create Issue</strong> screen for the respective
projects.</li>
<li class="li">
<strong class="ph b">Atlassian add-ons have permission to access your Jira projects</strong>. This is enabled
by default. To verify this, check the <strong class="ph b">Project Permissions</strong> page for each project in
Jira. The various project actions should have a Project Role called <code class="ph codeph">Project Role
(atlassian-addons-project-access)</code>.</li>
<li class="li">
<strong class="ph b">Third-party cookies are enabled</strong>. However, if third-party cookies need to remain
disabled on your system, add <code class="ph codeph"><strong class="ph b">jiraplugin.zendesk.com</strong></code> as well as
your Jira subdomain to the list of content exceptions.</li>
<li class="li">Users should set their language on their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">Zendesk Support profile</a>. If it’s blank, the Jira app may not
load properly. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jtn_k5c_wxb">
<h2 class="title topictitle2" id="ariaid-title3">Jira custom field type compatibility</h2>
<div class="body">
<p class="p">The Zendesk Support for Jira integration enables you to create a Jira issue from a ticket
using the Jira app in Zendesk Support, located in the sidebar of the agent interface. The
form used to create Jira issues includes default fields, but Zendesk Support admins can add
custom Jira fields to this form. </p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825394458" target="_blank">Using the Jira field syncing feature</a> for a list of the Jira custom
field types compatible with the Jira app in Zendesk Support. You can <a class="xref" href="#topic_mgd_rj4_qz">add compatible field types to the Jira issue
creation form</a>. You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration#topic_frt_jyr_zm" target="_blank">add compatible field types to views of linked Jira
issues</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_shw_xdd_qn">
<h2 class="title topictitle2" id="ariaid-title4">Installing and configuring the integration</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> Before you start the installation, make sure you meet all the <a class="xref" href="#topic_zkr_sr3_wn">installation requirements</a>, including having
third-party cookies enabled.</div>
<p class="p">The integration setup process involves installing the Zendesk Support for Jira app in
Atlassian Marketplace from your Jira account, then configuring the app. </p>
<p class="p"><strong class="ph b">To install and configure the integration</strong></p>
<ol class="ol" id="topic_shw_xdd_qn__ol_is4_zrq_l3">
<li class="li">In Jira, click <strong class="ph b">Apps</strong> in the top navigation bar, then select <strong class="ph b">Explore more
apps</strong>.</li>
<li class="li">On the <strong class="ph b"> Marketplace apps</strong> page, search for <strong class="ph b">Zendesk</strong>.</li>
<li class="li">Locate and click the <strong class="ph b">Zendesk Support for Jira</strong> entry in the search results.</li>
<li class="li"> Click <strong class="ph b">Get app</strong>.<p class="p"><img class="image img-screenshot" id="topic_shw_xdd_qn__image_lvk_gq5_dgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/install_jira_entry.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Get it now</strong>. </li>
<li class="li"> When the installation success notification modal appears, click <strong class="ph b">Configure</strong>.</li>
<li class="li">Enter your Zendesk subdomain. By default, the <strong class="ph b">Create a new dedicated Zendesk user for
this integration</strong> checkbox is selected. We recommend using this feature to allow all
escalations from Jira to Zendesk Support to not come from the admin who set up the
integration, but from the dedicated user. This automatically creates a new admin user in
your Zendesk account that is only used by the Jira integration. For more information, see
<a class="xref" href="#topic_mm1_3t3_scb">Using the dedicated integration user
option</a>.</li>
<li class="li">Click <strong class="ph b">Authenticate</strong>.</li>
<li class="li">Click <strong class="ph b">Allow</strong>.</li>
<li class="li">A second browser page opens, requesting you to sign in to your Zendesk account. Enter
your login credentials. The page will close.</li>
<li class="li">On the app's settings page, select the details to display in linked Jira
issues.<p class="p"><img class="image img-screenshot" id="topic_shw_xdd_qn__image_bgr_qmj_zp" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v4_update.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">In Jira Cloud, the integration creates a free admin user called Zendesk Support for Jira.
You can change the avatar of the user on the Profile page.</p>
<p class="p">You can check the integration works by confirming that the Zendesk Support for Jira user
appears in a user drop-down field in Jira.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_k24_dqr_ymb">
<h2 class="title topictitle2" id="ariaid-title5">Restricting access to the Jira app in Zendesk Support</h2>
<div class="body">
<p class="p">If you want to control who has access to the app in Zendesk Support, for example, admins or
agents only, you can make the change in Zendesk.</p>
<p class="p"><strong class="ph b">To restrict access to the Jira app in Zendesk Support</strong></p>
<div class="p">
<ol class="ol" id="topic_k24_dqr_ymb__ol_mcq_pds_dw">
<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" 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">Apps &gt; Zendesk Support
apps</strong>.</span></li>
<li class="li">Under the Currently Installed tab, click the <strong class="ph b">JIRA</strong> app.</li>
<li class="li">Under Installation, select the <strong class="ph b">Enable role restrictions?</strong> checkbox to restrict
access to the app to specific roles, then select the roles.</li>
<li class="li">Select the <strong class="ph b">Enable group restrictions?</strong> checkbox to restrict access to the app to
specific groups, then select the groups.</li>
<li class="li">Click <strong class="ph b">Update</strong> to save and apply the changes.</li>
</ol>
</div>
<p class="p">Your teams can now start collaborating using Zendesk and Jira. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827996058" target="_blank">Using the Zendesk Support for Jira integration</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_mgd_rj4_qz">
<h2 class="title topictitle2" id="ariaid-title6">Adding fields to the Jira issue creation form in Zendesk Support</h2>
<div class="body">
<p class="p">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827996058#topic_fwb_hwc_zm" target="_blank">creating a Jira issue from a Zendesk Support ticket</a>,
you're asked to enter details about the issue being reported in the <strong class="ph b">Create a new Jira
issue</strong> 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_issue_form_blank.png" width="400">
</p>
<div class="p">This form includes several default fields: <ul class="ul" id="topic_mgd_rj4_qz__ul_pbk_lx4_qz">
<li class="li">Project</li>
<li class="li">Issue type</li>
<li class="li">Reporter</li>
<li class="li">Assignee</li>
<li class="li">Summary</li>
<li class="li">Description</li>
</ul>
</div>
<p class="p">These default fields can't be removed and are specific to the selected Jira project and
issue type. </p>
<p class="p">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 issue type. </p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825394458" target="_blank">Using the Jira field syncing feature</a> for a list of the Jira custom
field types compatible with the Jira app in Zendesk support.</p>
<div class="p">
<strong class="ph b">To add fields to the Jira issue creation form</strong><ol class="ol" id="topic_mgd_rj4_qz__ol_gcr_1jv_cwb">
<li class="li">In Zendesk Support, go to the ticket you want to use as a basis for a new Jira
issue.</li>
<li class="li">Click <strong class="ph b">Create Issue</strong> in the Jira app next to the ticket. </li>
<li class="li">In the <strong class="ph b">Project</strong> field, select the project.<p class="p">The <strong class="ph b">Configure fields</strong> button
appears after you select a project. This button is visible only to Zendesk Support
admins.</p>
</li>
<li class="li">Select the <strong class="ph b">Issue type</strong>.</li>
<li class="li">Click <strong class="ph b">Configure fields</strong>. <p class="p">A drop-down list of available fields
displays.</p>
<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_issue_form_configure_fields.png" width="400">
</p>
</li>
<li class="li">Select the fields to add to the Jira issue creation form. <p class="p">These fields will be
visible to all agents when creating issues for this project and issue type. </p>
</li>
<li class="li">Finish creating the issue, as described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827996058#topic_fwb_hwc_zm" target="_blank">Creating a Jira issue from a ticket</a>.</li>
<li class="li">Click <strong class="ph b">Create issue</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_mm1_3t3_scb">
<h2 class="title topictitle2" id="ariaid-title7">Using the dedicated integration user option</h2>
<div class="body">
<p class="p"> If you choose to create a dedicated integration user in your Zendesk Support account, a
new, verified admin user (<code class="ph codeph">Jira Integration</code>) is automatically created, along
with an email address
(<code class="ph codeph">jira_integration_XXXXXX@jira.zendesk-integrations.com</code>). This user
account is fully managed by the integration and will be suspended if the integration is
removed. </p>
<div class="note">
<span class="notetitle">Note:</span>
<ul class="ul" id="topic_mm1_3t3_scb__ul_twt_tgv_mjb">
<li class="li">The dedicated integration user option requires an available agent seat. While in use,
that seat will not be available for other agents. </li>
<li class="li">The admin account who installed the Jira integration and the dedicated integration
user must always have admin rights and be active for the integration to function. If you
suspend or downgrade the admin account or the dedicated integration user, the
integration will not function.</li>
</ul>
</div>
<p class="p">After the authentication and creation processes are completed, the integration service is
ready to use. All the commenting and field sync actions will be performed as if they’re done
by the dedicated integration user.</p>
<p class="p">If you decide to stop using the dedicated integration user, you can disconnect the
integration from the Jira side. When disconnected, Jira will stop using the dedicated
integration user. The dedicated integration user in the Zendesk Support account will be
downgraded to an end user and suspended. Uninstalling the plugin will also downgrade and
suspend the user.</p>
<p class="p"><strong class="ph b">To disconnect the dedicated integration user</strong></p>
<ol class="ol" id="topic_mm1_3t3_scb__ol_jsc_kt3_scb">
<li class="li"> In Jira, click <strong class="ph b">Settings</strong>, then go to <strong class="ph b">Apps &gt; Manage apps</strong>.</li>
<li class="li">Click to expand the <strong class="ph b">Zendesk Support for JIRA</strong> app, then click
<strong class="ph b">Configure</strong>.</li>
<li class="li">Click <strong class="ph b">Disconnect</strong> to disconnect your subdomain.<p class="p"><img class="image img-screenshot" id="topic_mm1_3t3_scb__image_whw_4s5_dgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira3_disconnect_zd.png" width="450"></p>
</li>
<li class="li"> Re-enter your subdomain, and <strong class="ph b">deselect the option to create a dedicated integration
user</strong>.</li>
<li class="li">Click <strong class="ph b">Authenticate</strong> to re-authenticate your subdomain.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_dsy_fys_5pb">
<h2 class="title topictitle2" id="ariaid-title8">Reinstalling the integration</h2>
<div class="body">
<div class="p">Reinstalling the integration is usually required in the following situations:
<ul class="ul" id="topic_dsy_fys_5pb__ul_mdk_tys_5pb">
<li class="li">Changing the integration user</li>
<li class="li">Changing the Jira instance linked to your Zendesk Support account</li>
<li class="li">Changing the Zendesk Support instance linked to your Jira instance (including
sandboxes)</li>
<li class="li">Reestablish your connection between Zendesk and Jira after
clearing the plugin cache </li>
</ul>
</div>
<p class="p">If you are reintegrating the same Zendesk and Jira accounts, your linked issue data remains
intact.</p>
<p class="p"><strong class="ph b">To reinstall the integration</strong></p>
<div class="p">
<ol class="ol" id="topic_dsy_fys_5pb__ol_y1q_nzs_5pb">
<li class="li">In Jira, navigate to <strong class="ph b">Apps</strong> &gt; <strong class="ph b">Manage your apps</strong>.</li>
<li class="li">Click <strong class="ph b">Zendesk Support for JIRA</strong>, then select <strong class="ph b">Configure</strong>.</li>
<li class="li">Click <strong class="ph b">Disconnect</strong>.</li>
<li class="li">Go back to the Manage your apps page, click <strong class="ph b">Zendesk Support for JIRA</strong>, then
click <strong class="ph b">Uninstall</strong>.</li>
<li class="li">Complete the setup process. See <a class="xref" href="#topic_shw_xdd_qn">Installing and configuring the integration</a>.</li>
</ol>
</div>
<p class="p"> </p>
</div>
</div>
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