Connecting your Jira instance to Zendesk

Connect your Jira instance to manage and track issues directly from your
support platform. This integration lets agents view, link, and create
Jira issues while handling tickets, and allows product teams to access
customer-reported issues. Ensure you're an admin to set up the connection,
and remember that the integration doesn't support Jira Data Center or
Server. Configure features like ticket view and field sync as needed.




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.


Information will be available soon for customers who have already installed
and configured the legacy integration, including details on migrating
to the new integration.


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 includes the following topics:


Understanding the different ways to use the integration


Considerations


Connecting your Jira instance


Viewing and editing your connections


Disconnecting your Jira instance





Understanding the different ways to use the integration


After you’ve connected your Jira instance to Zendesk, the integration
may require
additional configuration, depending on how you plan to use it.




Allow support agents to view, link, and create Jira issues in Zendesk



Enable your customer service agents to manage Jira issues directly
from Zendesk
while they handle tickets. Consider setting up the following
features:



The Jira app for Zendesk
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.


Field sync
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.






Give Jira users visibility to customer-reported issues in Zendesk



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:



Zendesk ticket view for
Jira
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.


Field sync
ensures that
both systems have consistent and up-to-date information.






Considerations



You must be a Zendesk Support admin and a Jira admin to set up
your integration.


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.





Connecting your Jira instance


Set up and configure your integration in Admin Center. You should
test the
integration with your Zendesk and Jira sandbox environments first.


Multiple connections are supported. Repeat these steps for each instance
you’d like
to connect to Zendesk.


To connect Jira to Zendesk




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


On the Integrations page, click Jira.


If you already have connections set up, they display in the
connections
list. To add another connection, click
Add connection.


Select the type of Jira instance you'd like to connect:
Atlassian
Cloud
or Atlassian Government Cloud (AGC).






Enter your Jira account URL
in the text field.

You must be an
administrator of this account to connect the integration.



Select the checkbox to agree to the
Built by Zendesk Terms of Use,
then click Connect Jira.

You are directed to an authorization
page.



In the Use app on menu, select
the Jira account for which you entered
the URL on the previous page.

This step grants Zendesk access to data in
your Atlassian account.







Click Accept.

You are directed back to Admin Center. The new
connection displays in the Jira connections list. The
Jira app for Zendesk
is now
connected, but ticket view and field mapping are inactive.





Next, click the options menu icon ( )
next to the Jira instance and click
Configure
to set up the integration, depending on how you plan to use it. See
Understanding the different ways to use
the integration.




Viewing and editing your connections


Use the Integrations page in Admin Center to view and edit your Jira
connections with
Zendesk.


To view or edit your Jira connections



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


On the Integrations page, click Jira.

The connections appear in a list.
Each connection displays which features are active: Support
app, Ticket
view, and Field mapping.



To edit the connection name or view details, click the name of
a
connection.


Make changes as needed, then click Save.





Disconnecting your Jira instance


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.


Each time you connect to a new or previously connected instance,
you must activate
the following features, if applicable to your setup:


The Jira app for Zendesk


Zendesk ticket view for Jira


Field sync




To disconnect a Jira instance


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


On the Integrations page, click Jira.


Click the options menu icon ( )
next to the Jira instance you want to
disconnect, then click Disconnect.