Syncing Zendesk and Jira fields

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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.
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<div class="body">
<p class="p">
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.
</p>
<div class="note" id="jira_v2_field_mapping__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>
<div class="p">
<ul class="ul" id="jira_v2_field_mapping__ul_x2h_k13_2z">
<li class="li">
<a class="xref" href="#topic_cnd_yzh_2z">Requirements and
limitations</a>
</li>
<li class="li">
<a class="xref" href="#topic_ith_yzh_2z">Setting up field
syncing</a>
</li>
<li class="li">
<a class="xref" href="#topic_o43_xxx_xgc">Turning off field syncing</a>
</li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="jira_v2_field_mapping__ul_qgq_fb3_2z">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810169980058" target="_blank">Configuring the Jira app for Zendesk
Support</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9810155413146" target="_blank">Setting up Zendesk ticket view for
Jira</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cnd_yzh_2z">
<h2 class="title topictitle2" id="ariaid-title2">Requirements and limitations</h2>
<div class="body">
<div class="p">
<ul class="ul" id="topic_cnd_yzh_2z__ul_uqh_413_2z">
<li class="li">
Once data is synced, it cannot be removed easily. However,
you can turn off
field syncing altogether, which disables all field links.
</li>
<li class="li">Bidirectional syncing of the same field is not supported.</li>
<li class="li">
The field mapping screen displays custom field types from
all Jira projects
in a single list.
</li>
<li class="li">
Custom ticket status fields aren't supported and cannot be
mapped.
</li>
<li class="li">
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.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_dcx_5dl_rbb">
<h3 class="title topictitle3" id="ariaid-title3">Field type syncing compatibility</h3>
<div class="body">
<p class="p">
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.
</p>
<p class="p">The tables below list field mapping compatibility. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dcx_5dl_rbb__table_b25_z2l_rbb" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<caption>
<span class="tablecap"><span class="table--title-label">Table 1. </span>Zendesk ticket fields and compatible Jira issue fields</span>
</caption>
<colgroup>
<col style="width: 33.33333333333333%;">
<col style="width: 33.33333333333333%;">
<col style="width: 33.33333333333333%;">
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry cellrowborder" id="d88e146" style="vertical-align: top;">Field title/type</th>
<th class="entry cellrowborder" id="d88e149" style="vertical-align: top;">Display type</th>
<th class="entry cellrowborder" id="d88e152" style="vertical-align: top;">Compatible Jira issue field type(s)</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Priority (default)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">
Drop-down
<div class="note" id="topic_dcx_5dl_rbb__note_nvv_jwx_xgc">
<span class="notetitle">Note:</span>
You can't sync the
Zendesk Priority field to the Jira Priority
field
</div>
</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">
Text field (read-only)
<p class="p">Select list</p>
<p class="p">
Text field
(single line)
</p>
<p class="p">Text field (multi-line)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Type (default)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">Drop-down</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">
Text field (read-only)
<p class="p">Select list</p>
<p class="p">
Text field
(single line)
</p>
<p class="p">Text field (multi-line)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Date (custom)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">Date</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">
Date picker
<p class="p">Due date</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Decimal (custom)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">Number</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">Number field</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Numeric (custom)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">Number</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">Number field</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Drop-down list (custom)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">Drop-down</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">
Text field (read-only)
<p class="p">Select list</p>
<p class="p">
Text field
(single line)
</p>
<p class="p">Text field (multi-line)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Text (custom)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">Single line text</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">
Description
<p class="p">Environment</p>
Text field
(read-only)
<p class="p">Select list</p>
<p class="p">Summary</p>
<p class="p">
Text field
(single line)
</p>
<p class="p">Text field (multi-line)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e146" style="vertical-align: top;">Multi-line text (custom)</td>
<td class="entry cellrowborder" headers="d88e149" style="vertical-align: top;">Multi-line text</td>
<td class="entry cellrowborder" headers="d88e152" style="vertical-align: top;">Text field (multi-line)</td>
</tr>
</tbody>
</table>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dcx_5dl_rbb__table_j1b_jfl_rbb" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<caption>
<span class="tablecap"><span class="table--title-label">Table 2. </span>Jira issue fields and compatible Zendesk ticket fields</span>
</caption>
<colgroup>
<col style="width: 33.33333333333333%;">
<col style="width: 33.33333333333333%;">
<col style="width: 33.33333333333333%;">
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry cellrowborder" id="d88e309" style="vertical-align: top;">Field title/type</th>
<th class="entry cellrowborder" id="d88e312" style="vertical-align: top;">Display type</th>
<th class="entry cellrowborder" id="d88e315" style="vertical-align: top;">Compatible Zendesk ticket field type(s)</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Description (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Multi-line text</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">Multi-line text</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Due date (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Date</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">Date</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Environment (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Multi-line text</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">Multi-line text</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Fix versions (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Fix versions</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Priority (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">
Priority
<div class="note" id="topic_dcx_5dl_rbb__note_ovv_jwx_xgc">
<span class="notetitle">Note:</span>
Only syncs from Jira
to Zendesk
</div>
</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
<p class="p">Drop-down list</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Sprint (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Sprint</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Status (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Status</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
<p class="p">Drop-down list</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Summary (default)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Single line text</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Date (custom)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Date</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
<p class="p">Date</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Number (custom)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Number</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Numeric
<p class="p">Decimal</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Read-only text field (custom)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Read-only text field</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Select (custom)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Drop-down</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line
text</p>
<p class="p">Drop-down</p>
<p class="p">Type</p>
<p class="p">Priority</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Text field (custom)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Single line text</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">
Text
<p class="p">Multi-line text</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d88e309" style="vertical-align: top;">Text area (custom)</td>
<td class="entry cellrowborder" headers="d88e312" style="vertical-align: top;">Multi-line text</td>
<td class="entry cellrowborder" headers="d88e315" style="vertical-align: top;">Multi-line text</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ith_yzh_2z">
<h2 class="title topictitle2" id="ariaid-title4">Setting up field syncing</h2>
<div class="body">
<p class="p">Field syncing is set up using a mapping interface.</p>
<div class="note" id="topic_ith_yzh_2z__note_pvv_jwx_xgc">
<span class="notetitle">Note:</span> 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.
</div>
<p class="p">
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.
</p>
<p class="p">
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.
</p>
<p class="p">
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
<a class="xref" href="#topic_o43_xxx_xgc">turn off field syncing</a>.
</p>
<p class="p">
<strong class="ph b">To turn on and configure field syncing</strong>
</p>
<div class="p">
<ol class="ol" id="topic_ith_yzh_2z__ol_vz1_s23_2z">
<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_ith_yzh_2z__d8e1962" 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">
Click the <strong class="ph b">Field mapping</strong> tab.
</li>
<li class="li">
To turn on field sync from Zendesk to Jira, select
<strong class="ph b">Turn on Zendesk to
Jira sync</strong>,
then map the fields you'd like to sync:
<ol class="ol" id="topic_ith_yzh_2z__ol_cnd_kzx_xgc" type="a">
<li class="li">
Click <strong class="ph b">Add mapping</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_ith_yzh_2z__image_tt4_cg3_2z" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_v2_mapping_add.png">
</p>
</li>
<li class="li">
Use the drop-down menus to select the Jira issue
ticket field and
Zendesk Support ticket fields you want to map.
</li>
<li class="li">Repeat for additional mapped fields. </li>
</ol>
</li>
<li class="li">
To turn on field sync from Jira to Zendesk, select
<strong class="ph b">Turn on Jira to
Zendesk sync</strong>.
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821582362" target="_blank">Create a webhook</a>
in Jira and copy
the generated secret from the webhook. Then, paste it in
the <strong class="ph b">Secret</strong>
field and click <strong class="ph b">Save secret</strong>.
</li>
<li class="li">
Map the fields you'd like to sync:
<ol class="ol" id="topic_ith_yzh_2z__ol_jtj_mzx_xgc" type="a">
<li class="li">
Click <strong class="ph b">Add mapping</strong>.
</li>
<li class="li">
Use the drop-down menus to select the Jira issue
field and Zendesk
Support ticket fields you want to map.
</li>
<li class="li">Repeat for additional mapped fields. </li>
</ol>
</li>
<li class="li">
When you're finished mapping fields, click
<strong class="ph b">Save</strong>.
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_dmz_wc3_2z">
<h3 class="title topictitle3" id="ariaid-title5">Many-to-one syncing</h3>
<div class="body">
<p class="p">
To link multiple tickets to a Jira issue and use sync, we recommend
implementing
a problem/incident concept as described in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835103898" target="_blank">Working with problem and incident
tickets</a>.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_qlr_xd3_2z">
<h3 class="title topictitle3" id="ariaid-title6">Syncing closed tickets</h3>
<div class="body">
<p class="p">
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
<a class="xref" href="#topic_qgx_fh3_2z">Error
Report</a>
screen.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_qgx_fh3_2z">
<h3 class="title topictitle3" id="ariaid-title7">Errors</h3>
<div class="body">
<p class="p">
The integration log allows you to identify and resolve invalid
field mappings as
well as other configuration issues. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819871130" target="_blank">Viewing the integration log</a>.
</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_o43_xxx_xgc">
<h2 class="title topictitle2" id="ariaid-title8">Turning off field syncing</h2>
<div class="body">
<p class="p">
Turning off field syncing stops syncing subsequent data changes.
</p>
<p class="p">
<strong class="ph b">To turn off field syncing</strong>
</p>
<div class="p">
<ol class="ol" id="topic_o43_xxx_xgc__ol_egk_szx_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_o43_xxx_xgc__d8e1962" 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">
Click the <strong class="ph b">Field mapping</strong> tab.
</li>
<li class="li">
Deselect the
<strong class="ph b">Turn on Zendesk to Jira sync</strong>
and
<strong class="ph b">Turn on Jira to
Zendesk sync</strong>
checkboxes.
</li>
<li class="li">
Click <strong class="ph b">Save</strong>.
</li>
</ol>
</div>
</div>
</div>
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