Setting up the Zendesk Support for Jira integration

The Zendesk Support for Jira integration encourages collaboration between product and support teams. For example, agents can link or create new Jira issues from a Zendesk ticket. They can then use the link to track the progress made by the product team on addressing the issue.


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Summary: ◀▼
You can set up the Jira integration to link or create Jira issues directly from support tickets, enabling collaboration between support and product teams. The integration supports Jira Cloud and Data Center, allows adding custom Jira fields to issue forms, and offers a dedicated integration user option for managing escalations. Admins can restrict app access and reinstall the integration if needed.




The Zendesk Support for Jira integration encourages collaboration between product and support
teams. For example, agents can link or create new Jira issues from a Zendesk ticket. They can
then use the link to track the progress made by the product team on addressing the issue.
The integration supports Atlassian Jira Cloud and Jira Data Center. It's not supported on the
Jira Cloud mobile app. If you've installed this integration on Jira Server, it will continue
to function, but you can no longer receive support for this configuration, as Atlassian has
ended support for Jira Server.
This article covers the following topics:

Installation requirements
Jira custom field type compatibility
Installing and configuring the
integration
Restricting access to the Jira app in Zendesk Support
Adding fields to the Jira issue creation form in Zendesk Support
Using the dedicated integration user
option
Reinstalling the integration

Related topics:

Using the Zendesk Support for Jira integration
Restricting access to projects in your Jira integration
Updating a ticket when the status of a Jira issue changes



Installation requirements

You must have administrator permissions in both Jira and Zendesk Support to set up the
integration.
Additionally, you must meet the following requirements:

Be a member of the jira-administrators and jira-software-users
groups.
Have no permission schemes that prevent you from creating or updating projects.
The reporter field is on the Create Issue screen for the respective
projects.

Atlassian add-ons have permission to access your Jira projects. This is enabled
by default. To verify this, check the Project Permissions page for each project in
Jira. The various project actions should have a Project Role called Project Role
(atlassian-addons-project-access).

Third-party cookies are enabled. However, if third-party cookies need to remain
disabled on your system, add jiraplugin.zendesk.com as well as
your Jira subdomain to the list of content exceptions.
Users should set their language on their Zendesk Support profile. If it’s blank, the Jira app may not
load properly.




Jira custom field type compatibility

The Zendesk Support for Jira integration enables you to create a Jira issue from a ticket
using the Jira app in Zendesk Support, located in the sidebar of the agent interface. The
form used to create Jira issues includes default fields, but Zendesk Support admins can add
custom Jira fields to this form.
See Using the Jira field syncing feature for a list of the Jira custom
field types compatible with the Jira app in Zendesk Support. You can add compatible field types to the Jira issue
creation form. You can also add compatible field types to views of linked Jira
issues.



Installing and configuring the integration


Note: Before you start the installation, make sure you meet all the installation requirements, including having
third-party cookies enabled.
The integration setup process involves installing the Zendesk Support for Jira app in
Atlassian Marketplace from your Jira account, then configuring the app.
To install and configure the integration

In Jira, click Apps in the top navigation bar, then select Explore more
apps.
On the Marketplace apps page, search for Zendesk.
Locate and click the Zendesk Support for Jira entry in the search results.
Click Get app.

Click Get it now.
When the installation success notification modal appears, click Configure.
Enter your Zendesk subdomain. By default, the Create a new dedicated Zendesk user for
this integration checkbox is selected. We recommend using this feature to allow all
escalations from Jira to Zendesk Support to not come from the admin who set up the
integration, but from the dedicated user. This automatically creates a new admin user in
your Zendesk account that is only used by the Jira integration. For more information, see
Using the dedicated integration user
option.
Click Authenticate.
Click Allow.
A second browser page opens, requesting you to sign in to your Zendesk account. Enter
your login credentials. The page will close.
On the app's settings page, select the details to display in linked Jira
issues.

Click Save.

In Jira Cloud, the integration creates a free admin user called Zendesk Support for Jira.
You can change the avatar of the user on the Profile page.
You can check the integration works by confirming that the Zendesk Support for Jira user
appears in a user drop-down field in Jira.



Restricting access to the Jira app in Zendesk Support

If you want to control who has access to the app in Zendesk Support, for example, admins or
agents only, you can make the change in Zendesk.
To restrict access to the Jira app in Zendesk Support


In Admin Center, click
Apps and integrations in the sidebar, then select Apps > Zendesk Support
apps.
Under the Currently Installed tab, click the JIRA app.
Under Installation, select the Enable role restrictions? checkbox to restrict
access to the app to specific roles, then select the roles.
Select the Enable group restrictions? checkbox to restrict access to the app to
specific groups, then select the groups.
Click Update to save and apply the changes.


Your teams can now start collaborating using Zendesk and Jira. See Using the Zendesk Support for Jira integration.



Adding fields to the Jira issue creation form in Zendesk Support

When creating a Jira issue from a Zendesk Support ticket,
you're asked to enter details about the issue being reported in the Create a new Jira
issue form:


This form includes several default fields:
Project
Issue type
Reporter
Assignee
Summary
Description


These default fields can't be removed and are specific to the selected Jira project and
issue type.
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 issue type.
See Using the Jira field syncing feature for a list of the Jira custom
field types compatible with the Jira app in Zendesk support.

To add fields to the Jira issue creation form
In Zendesk Support, go to the ticket you want to use as a basis for a new Jira
issue.
Click Create Issue in the Jira app next to the ticket.
In the Project field, select the project. The Configure fields button
appears after you select a project. This button is visible only to Zendesk Support
admins.

Select the Issue type.
Click Configure fields. A drop-down list of available fields
displays.



Select the fields to add to the Jira issue creation form. These fields will be
visible to all agents when creating issues for this project and issue type.

Finish creating the issue, as described in Creating a Jira issue from a ticket.
Click Create issue.





Using the dedicated integration user option

If you choose to create a dedicated integration user in your Zendesk Support account, a
new, verified admin user (Jira Integration) is automatically created, along
with an email address
(jira_integration_XXXXXX@jira.zendesk-integrations.com). This user
account is fully managed by the integration and will be suspended if the integration is
removed.

Note:

The dedicated integration user option requires an available agent seat. While in use,
that seat will not be available for other agents.
The admin account who installed the Jira integration and the dedicated integration
user must always have admin rights and be active for the integration to function. If you
suspend or downgrade the admin account or the dedicated integration user, the
integration will not function.


After the authentication and creation processes are completed, the integration service is
ready to use. All the commenting and field sync actions will be performed as if they’re done
by the dedicated integration user.
If you decide to stop using the dedicated integration user, you can disconnect the
integration from the Jira side. When disconnected, Jira will stop using the dedicated
integration user. The dedicated integration user in the Zendesk Support account will be
downgraded to an end user and suspended. Uninstalling the plugin will also downgrade and
suspend the user.
To disconnect the dedicated integration user

In Jira, click Settings, then go to Apps > Manage apps.
Click to expand the Zendesk Support for JIRA app, then click
Configure.
Click Disconnect to disconnect your subdomain.

Re-enter your subdomain, and deselect the option to create a dedicated integration
user.
Click Authenticate to re-authenticate your subdomain.




Reinstalling the integration

Reinstalling the integration is usually required in the following situations:

Changing the integration user
Changing the Jira instance linked to your Zendesk Support account
Changing the Zendesk Support instance linked to your Jira instance (including
sandboxes)
Reestablish your connection between Zendesk and Jira after
clearing the plugin cache


If you are reintegrating the same Zendesk and Jira accounts, your linked issue data remains
intact.
To reinstall the integration


In Jira, navigate to Apps > Manage your apps.
Click Zendesk Support for JIRA, then select Configure.
Click Disconnect.
Go back to the Manage your apps page, click Zendesk Support for JIRA, then
click Uninstall.
Complete the setup process. See Installing and configuring the integration.





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