Migrating from the legacy Jira integration

Upgrade from the legacy Jira integration to access an improved support app and ticket view, better management through Admin Center, and enhanced configuration options. Ensure you have admin access in both systems, and test in a sandbox environment first. After migrating, install the ticket view app, configure webhooks, and manage links via the API. Reverting to the legacy version is possible if needed.




Jira Cloud customers using the legacy Zendesk Support for Jira integration should migrate
to the new integration at their earliest convenience.
The new Jira integration for Zendesk offers an enhanced Support app and improved ticket
view in Jira, as described in Using the Jira integration for Zendesk. It also provides
enhanced management and configuration through Admin Center. See Jira integration resources for more information.
This article includes the following topics:
Considerations
Migrating from the legacy Jira integration
Reverting to the legacy Jira integration
Frequently asked questions




Considerations


Data created with the legacy integration migrates only when you open related
tickets or issues in the new apps. There may be a short delay when
loading data for the first time.
The new Jira integration doesn't support Jira Data Center or Jira Server.
Atlassian is planning to discontinue these platforms. See Atlassian's
announcements for Jira Data Center and Jira Server.
To run the migration, you must have admin access in both Zendesk Support and
Jira. The migration doesn't transfer or impersonate any legacy users who
authorized the legacy integration.
Zendesk recommends running the migration and testing the new integration in your
sandbox environment before
implementing changes in production.
If you currently use a POST function in Jira to notify Zendesk tickets, you must
set this up differently using global automation, as explained in Synchronizing the status of Zendesk tickets
with the status of linked issues in Jira. We recommend reviewing this
information before starting the migration.
After the migration is complete:
All Jira integration settings are managed in Admin Center.
Legacy apps are replaced with new ones: the Jira app for Zendesk Support
and Zendesk ticket view for Jira.
The legacy Jira integration is disconnected. You can revert to the legacy
integration if necessary.






Migrating from the legacy Jira integration

The migration connects your Jira account to the new integration and retains your
existing configurations.
To migrate from the legacy Jira integration


In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
On the Integrations page, click Jira.
Select Switch to new and improved Jira integration experience. If
you don't see this option:
Verify that you're in the correct Zendesk account.
Check that the Zendesk account is already connected using the
legacy integration. (The migration applies only to existing
connections.)






Select the checkbox to agree to the Built by Zendesk Terms of Use,
then click Connect Jira.
Click Connect on the confirmation page.
In the Use app on menu, select the Jira account you're
migrating. This step grants Zendesk access to data in your Atlassian
account.




Click Accept. You are directed back to Admin Center. The migration
is in progress. Your legacy settings and configuration are migrated
automatically during this process, and configuration changes can't be
made during migration. If you try to edit a connection, you'll see the
message below.


When the migration is complete:

Install the Zendesk ticket view
app in Jira Cloud.

Configure a Jira Cloud webhook
for field syncing.

Manage links through the
API.
Sync the status of Zendesk
tickets with the status of linked issues in Jira







Reverting to the legacy Jira integration

You can revert to the legacy Jira integration, if necessary.
To revert to the legacy Jira integration


Disconnect your Jira instance.

Reconnect using the legacy
method.




Frequently asked questions

I don't see the migration option. Why?
The migration option appears only if your legacy integration is still
connected. If the legacy integration is disconnected, use the steps in Connecting your Jira instance to Zendesk to install the
new integration.
I uninstalled the Jira app, but the migration option still appears.
Why?
Uninstalling the Zendesk Jira app doesn't disconnect the legacy
integration. The legacy integration was set up in Jira. You must disconnect it in Jira.
I migrated and updated the integration settings. Are these settings
restored if I revert to the legacy integration?
No. Settings that were stored with the new integration don't revert to the
legacy integration. You may need to manually reconfigure the legacy integration if
you changed settings after migration.
Can I use both the legacy and new integrations at the same time?
No. Using both at once will cause problems with data, especially links and
field sync.