Configuring the Jira app for Zendesk Support

Configure the Jira app to create and view linked issues from tickets. Customize project access, add or remove fields in the sidebar, and adjust the issue creation form. Manage attachments, linked issues, and automation settings. Temporarily disable the app during setup without disconnecting accounts. This integration does not support Jira Data Center or Server.




As described in Using the Jira integration for Zendesk, the
Jira app for Zendesk Support allows agents to create and view linked Jira issues from a
ticket in Zendesk. The app is available to agents in Zendesk after you've connected your Jira instance to Zendesk.
Admins can configure the app to customize and enhance the integration to suit their
company's needs. The app can also be turned on or off to support flexible management
during setup.


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:

Including Jira projects
Adding and removing Jira fields from the app sidebar
Adding Jira fields to the issue creation form
Configuring attachments, linked issues, and automation
Turning off the app



Including Jira projects

Zendesk admins can configure the Jira app to include specific projects, so that when
an agent tries to create or link a Jira issue, only those projects will be
available. This feature is particularly useful if you'd only like to permit ticket
creation for certain projects.
To include Jira projects in the app

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.
On the Support app tab, select which projects to allow ticket creation in the
Allowed projects field. If you'd rather select only the projects to
exclude, select those projects in the Restricted projects field. This
option is useful if you only need to exclude a small number of projects,
such as internal projects.
You can only use one option at a time:
Allowed projects or Restricted projects. These fields
cannot be used together. If you're looking for a specific project that isn't
immediately visible in the drop-down list, you can start typing its name to
find it quickly.

Click Save.




Adding and removing Jira fields from the app sidebar

With a ticket open in Zendesk, users can access the Jira app in the right sidebar. If
the app is not displayed on the right side of the Agent Workspace, agents can click
the Apps icon ( ) in the context panel to open it.

Zendesk admins can customize the app to display the Jira fields most relevant to
agents handling tickets. This configuration process involves adding the desired Jira
fields to the app and organizing them within the Summary and Details sections of the
sidebar.
To add Jira fields to the app sidebar

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're
setting up.
In the Manage issue section, select the field you'd like to add in the Select
field menu, then click Add field.

Select where to display the field in the sidebar: the Summary and/or
Details section. If a field is selected but grayed out, it means
that the field is already added to the section by default and can't be
removed.

To reorder fields in the sidebar, click and drag
them to the desired location. The order represented in the configuration
determines the order in which fields are displayed in the sidebar.
Click Save.

The preview pane displays how the added field will appear to agents. Use the preview
to determine whether objects need to be adjusted or reordered.
To remove Jira fields from the app sidebar

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're
setting up.
In the Manage issue section, click the X icon next to the fields to
remove.
If a field is selected but grayed out, it means that the field
can't be removed.

Click Save.




Adding Jira fields to the issue creation form

When creating a Jira issue from a Zendesk
Support ticket, agents are asked to enter details about the issue being reported in
the Create issue form.


The empty Create issue form includes the following fields:
Project
Work type
Summary
Description


These default fields can't be removed. 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 work
type.
Fields marked as mandatory for a selected project and issue type in Jira will always
appear by default in the Zendesk sidebar app. These fields are set by Jira and are
not configurable in Admin Center. Admins can't remove or reorder these fields within
Zendesk.

To add fields to the Create issue form
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.
On the Support app tab, scroll down to the Create issue fields section and
click Configure.
Click Add project.
In the Select project field, select the project for which you'd like to
configure fields.

Expand the issue type for which you'd like to add fields to the issue
creation form.
Use the Select field menu to add fields to the form:
Select a field in the dropdown menu.
To make the field required on the Create issue form, select Is
Required?.
Click Add field.



To reorder fields on the form, click and
drag them to the desired location. The order represented in the
configuration determines the order in which fields are displayed on the
form.
Click Add.





Configuring attachments, linked issues, and automation

To configure attachments, linked issues, and automation

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 for which
you'd like to turn off the app.
On the Support app tab, scroll to the bottom of the page and turn the following
features on or off:

Allow issue creation allows Zendesk users to create Jira issues from
tickets.

Attachments management in linked issue details allows users to
manage attachments within linked Jira issues.
Automatically add agent as watcher when linking Jira issues
Allow search for closed issues
Turn on linked ticket reporting
in Jira

Manage links allows API users to create and update integration
links via the API.

Update ticket status or comments allows API users to sync the status of Zendesk tickets
with the status of linked issues in Jira via the API.


Click Save.




Turning off the app

After connecting your Jira instance to Zendesk,
the Jira app is visible to agents in Zendesk by default. You can temporarily hide
the app from agents by turning it off. For example, you may want to turn it off
while you're configuring it.
Turning the app off doesn't disconnect your accounts. However, agents can't create or
link issues.
To turn off the Jira app

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 for which
you'd like to turn off the app.
On the Support app tab, deselect the Turn on Jira app for Zendesk Support
checkbox. When you're ready to turn the app back on, select the
checkbox.

Click Save.