Syncing Zendesk and Jira fields

The field syncing feature enables real-time data synchronization between
Support and Jira, enhancing collaboration between support and engineering
teams. By mapping Jira issue fields to ticket fields, you can share information
effectively. Note that syncing is unidirectional and doesn't support
Jira Data Center or Server. Test configurations in a sandbox environment,
and use the integration log to troubleshoot errors.




The field syncing feature allows near real-time data sync between Zendesk
Support and
Jira. This provides information sharing between the two systems for better
collaboration
between support and engineering teams. This is done by mapping Jira issue
fields to
Zendesk Support ticket fields.


Note: This integration doesn't support
Jira Data Center and Jira
Server, as Atlassian is planning to discontinue these platforms. See
Atlassian's
announcements for
Jira Data Center
and
Jira Server.

This article contains the following topics:



Requirements and
limitations


Setting up field
syncing


Turning off field syncing



Related articles:



Configuring the Jira app for Zendesk
Support


Setting up Zendesk ticket view for
Jira





Requirements and limitations




Once data is synced, it cannot be removed easily. However,
you can turn off
field syncing altogether, which disables all field links.

Bidirectional syncing of the same field is not supported.

The field mapping screen displays custom field types from
all Jira projects
in a single list.


Custom ticket status fields aren't supported and cannot be
mapped.


All mapped fields for a particular issue or ticket are updated
via a single
API call. If a mapped field is misconfigured, all fields
will not be
updated.





Field type syncing compatibility


There are some restrictions on the field types that are compatible
with syncing.
For example, a Zendesk decimal field with a numeric display cannot
sync with a
Jira multi-line text field.

The tables below list field mapping compatibility.




Table 1. Zendesk ticket fields and compatible Jira issue fields








Field title/type
Display type
Compatible Jira issue field type(s)




Priority (default)

Drop-down

Note:
You can't sync the
Zendesk Priority field to the Jira Priority
field



Text field (read-only)
Select list

Text field
(single line)

Text field (multi-line)



Type (default)
Drop-down

Text field (read-only)
Select list

Text field
(single line)

Text field (multi-line)



Date (custom)
Date

Date picker
Due date



Decimal (custom)
Number
Number field


Numeric (custom)
Number
Number field


Drop-down list (custom)
Drop-down

Text field (read-only)
Select list

Text field
(single line)

Text field (multi-line)



Text (custom)
Single line text

Description
Environment
Text field
(read-only)
Select list
Summary

Text field
(single line)

Text field (multi-line)



Multi-line text (custom)
Multi-line text
Text field (multi-line)







Table 2. Jira issue fields and compatible Zendesk ticket fields








Field title/type
Display type
Compatible Zendesk ticket field type(s)




Description (default)
Multi-line text
Multi-line text


Due date (default)
Date
Date


Environment (default)
Multi-line text
Multi-line text


Fix versions (default)
Fix versions

Text
Multi-line text



Priority (default)

Priority

Note:
Only syncs from Jira
to Zendesk



Text
Multi-line text
Drop-down list



Sprint (default)
Sprint

Text
Multi-line text



Status (default)
Status

Text
Multi-line text
Drop-down list



Summary (default)
Single line text

Text
Multi-line text



Date (custom)
Date

Text
Multi-line text
Date



Number (custom)
Number

Numeric
Decimal



Read-only text field (custom)
Read-only text field

Text
Multi-line text



Select (custom)
Drop-down

Text
Multi-line
text
Drop-down
Type
Priority



Text field (custom)
Single line text

Text
Multi-line text



Text area (custom)
Multi-line text
Multi-line text









Setting up field syncing

Field syncing is set up using a mapping interface.

Note: Field syncing only affects tickets
and issues created after
the sync feature is set up. It does not update previously created
tickets and
issues. However, when a previously created ticket or issue is edited
or updated,
field syncing is applied.


Zendesk Support and Jira have different field types, which adds complexity
to the
syncing process. It requires following certain rules when creating
field mapping to
ensure syncing works as expected.


Both system (default) and custom fields are supported. However, only
a subset of all
available field types is supported. Additionally, there are limitations
on which
Jira field type can be synced to a Zendesk Support field type, and
vice versa. For
instance, a text field cannot be synced to a datetime field. To prevent
misconfiguration, the user interface hides field types that are not
supported and
greys out invalid mapping options.


Because data-synced fields cannot be unsynced, we recommend that
you test your field
syncing in a test environment or sandbox. If necessary, you can
turn off field syncing.


To turn on and configure field syncing




In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.


Click the Jira link.


If you have multiple connections, click the name of the connection
you are
setting up.


Click the Field mapping tab.


To turn on field sync from Zendesk to Jira, select
Turn on Zendesk to
Jira sync,
then map the fields you'd like to sync:


Click Add mapping.





Use the drop-down menus to select the Jira issue
ticket field and
Zendesk Support ticket fields you want to map.

Repeat for additional mapped fields.



To turn on field sync from Jira to Zendesk, select
Turn on Jira to
Zendesk sync.


Create a webhook
in Jira and copy
the generated secret from the webhook. Then, paste it in
the Secret
field and click Save secret.


Map the fields you'd like to sync:


Click Add mapping.


Use the drop-down menus to select the Jira issue
field and Zendesk
Support ticket fields you want to map.

Repeat for additional mapped fields.



When you're finished mapping fields, click
Save.





Many-to-one syncing


To link multiple tickets to a Jira issue and use sync, we recommend
implementing
a problem/incident concept as described in
Working with problem and incident
tickets.




Syncing closed tickets


Unlike Jira, Zendesk doesn't allow closed tickets to be updated.
This means that
when attempting to sync Jira issues to Zendesk tickets, it may
fail if the
ticket is already closed. You will be able to see this error
on the Zendesk
Support for Jira add-on
Error
Report
screen.




Errors


The integration log allows you to identify and resolve invalid
field mappings as
well as other configuration issues. See
Viewing the integration log.





Turning off field syncing


Turning off field syncing stops syncing subsequent data changes.


To turn off field syncing




In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.


Click the Jira link.


If you have multiple connections, click the name of the connection
you are
setting up.


Click the Field mapping tab.


Deselect the
Turn on Zendesk to Jira sync
and
Turn on Jira to
Zendesk sync
checkboxes.


Click Save.






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