Using the Zendesk Support for Jira integration

<body>
<p id="docs-hc-snippet" style="display: none;">The Jira integration encourages collaboration between product teams and the support team. For example, after a customer reports a bug in a ticket, the agent can file a bug in Jira directly from your Zendesk. After fixing the bug, a developer can add a comment to the ticket directly from Jira.</p>
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<strong>All Suites</strong>
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<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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<strong>Support</strong>
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<td>Team, Professional, or Enterprise</td>
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<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create and link Jira issues directly from support tickets to track product team progress on bugs or feature requests. The integration lets you view issue details, add comments from either platform, and notify watchers of updates. Customize views, add labels, and search Jira issues to prioritize work. Comment sharing helps keep agents and developers informed across both systems.</p>
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<div class="body">

<p class="p">The Jira integration encourages collaboration between product teams and the support team. For
example, after a customer reports a bug in a ticket, the agent can file a bug in Jira directly
from your Zendesk. After fixing the bug, a developer can add a comment to the ticket directly
from Jira.</p>
<div class="p">For information on configuring the Zendesk Support for Jira integration, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837969946" target="_blank">Setting up Zendesk Support for Jira integration</a>.<div class="note" id="topic_tgc_fsr_zm__note_hcq_w4m_nwb">
<span class="notetitle">Note:</span> Jira uses <a class="xref" href="https://confluence.atlassian.com/jirakb/security-headers-in-jira-939919914.html" target="_blank">security headers</a> that affect the behavior of the
Jira app within Firefox web browsers and may cause problems loading content. If your team
uses the Jira integration and experiences problems, use another web browser, such as Google
Chrome, to ensure that the Jira app functions as intended.</div>
</div>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic_tgc_fsr_zm__ul_ptd_3sp_l3">
<li class="li"><a class="xref" href="#topic_qx5_2gl_xm">Using the integration in Zendesk
Support</a></li>
<li class="li"><a class="xref" href="#topic_wgy_wwc_zm">Using the integration in Jira</a></li>
<li class="li"><a class="xref" href="#topic_cc3_bcz_42b">Commenting and comment sharing</a></li>
</ul>
<p class="p">Related articles: </p>
<div class="p">
<ul class="ul" id="topic_tgc_fsr_zm__ul_og2_g4v_vw">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837969946" target="_blank">Setting up Zendesk Support for Jira integration</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832025114" target="_blank">Updating a ticket when the status of a Jira issue changes</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843823642" target="_blank">Reporting on the number of Zendesk tickets linked to a Jira
issue</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825394458" target="_blank">Using the Jira field syncing feature</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qx5_2gl_xm">
<h2 class="title topictitle2" id="ariaid-title2">Using the integration in Zendesk Support</h2>
<div class="body">
<p class="p">As an agent, you can create a new Jira issue from a ticket, or link to an existing Jira
issue from a ticket. You can then use the link to track the progress made by the product
team on addressing the issue. For example, within Zendesk Support you can view details about
a bug you filed in Jira to see if the engineering team fixed it.</p>
<p class="p">A single Jira issue can be linked to up to 200 Zendesk Support tickets.</p>
<p class="p">Topics covered in this section:</p>
<div class="p">
<ul class="ul" id="topic_qx5_2gl_xm__ul_q2g_bxc_zm">
<li class="li"><a class="xref" href="#topic_fwb_hwc_zm">Creating a Jira issue from a
ticket</a></li>
<li class="li"><a class="xref" href="#topic_thj_3wc_zm">Creating a link to an existing Jira issue
from a ticket</a></li>
<li class="li"><a class="xref" href="#topic_jr2_bzc_zm">Tracking a Jira issue from a
ticket</a></li>
<li class="li"><a class="xref" href="#topic_frt_jyr_zm">Customizing the summary and details
views</a></li>
<li class="li"><a class="xref" href="#topic_okj_r5d_zm">Adding a label to a Jira issue from a
ticket</a></li>
<li class="li"><a class="xref" href="#topic_ghb_wbd_zm">Unlinking a Jira issue from a
ticket</a></li>
<li class="li"><a class="xref" href="#topic_brp_wqh_4bb">Searching Jira issues</a></li>
</ul>
</div>
<p class="p">You can also automatically notify an agent or a customer when somebody changes the status
of an issue in Jira. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832025114" target="_blank">Updating a ticket when the status of a Jira issue changes</a>.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_fwb_hwc_zm">
<h3 class="title topictitle3" id="ariaid-title3">Creating a Jira issue from a ticket</h3>
<div class="body">
<p class="p">You can create a Jira issue from a ticket in Support, for example, when the ticket is a
feature request or a bug report from a customer. </p>
<p class="p"><strong class="ph b">To create a Jira issue from a ticket</strong></p>
<ol class="ol" id="topic_fwb_hwc_zm__ol_i4r_nc1_n3">
<li class="li">In Zendesk Support, go to the ticket you want to use as a basis for a new Jira
issue.</li>
<li class="li">Click <strong class="ph b">Create Issue</strong> in the Jira app next to the ticket.<p class="p"><img class="image img-screenshot" id="topic_fwb_hwc_zm__image_tnr_gzg_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/create_issue_in_zd.png" width="300"></p>
<p class="p"><strong class="ph b">Note</strong>:
If the Jira app is not displayed on the right side of the agent interface, click
<strong class="ph b">Apps</strong>.</p>
</li>
<li class="li">Click the <strong class="ph b">Project</strong> drop-down options to display available Jira projects. If you
start typing the name of the Jira project for the issue, the list of suggested projects
is filtered to match. <p class="p"><img class="image img-screenshot" id="topic_fwb_hwc_zm__image_jss_pkc_zm" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_support_select_project.png" width="400"></p>
</li>
<li class="li">Enter the details about the issue. <div class="p">
<ul class="ul" id="topic_fwb_hwc_zm__ul_vzh_k5h_4bb">
<li class="li">
<p class="p">If you’ve selected the option to transfer information from your ticket, this
information is already entered.</p>
</li>
<li class="li">You can click <strong class="ph b">Copy fields from this ticket </strong>(see below) to populate the
fields, then select the <strong class="ph b">Always copy</strong> checkbox to make this the default
behavior. <p class="p">Note that <strong class="ph b">Copy fields from this ticket </strong>only copies the subject
and most recent comment. It does not copy any additional custom fields.
</p>
</li>
<li class="li">Select the reporter for the issue. By default, the reporter is set to the last
reporter that was selected when an issue was created in this browser. If the
assignee or reporter you're looking for doesn't appear in the suggested user list,
enter the exact Jira username.</li>
</ul>
</div>
<p class="p">The default fields are displayed in the image below. Administrators can add
additional fields to this form. For information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837969946#topic_mgd_rj4_qz" target="_blank">Adding fields to the Jira app in Zendesk
Support</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_fwb_hwc_zm__image_sjj_4zg_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/default_issue_fields_in_zd.png" width="400"></p>
</li>
<li class="li">(Optional) Click <strong class="ph b">Add reporter as a watcher</strong> to include the reporter as a watcher
to the newly-created issue. See <a class="xref" href="#topic_cc3_bcz_42b">Commenting
and comment sharing</a> for more information.</li>
<li class="li">Click <strong class="ph b">Create issue</strong>.</li>
</ol>
<p class="p">A new issue is created in Jira and the ticket is linked to it. In Zendesk Support, the
Jira app in the sidebar displays the Jira issue name, summary, and description.</p>
<p class="p"><img class="image img-screenshot" id="topic_fwb_hwc_zm__image_pzl_tzg_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/issue_in_zd.png" width="300"></p>
<p class="p">For more information, see <a class="xref" href="#topic_frt_jyr_zm">Customizing the
summary and details views</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_thj_3wc_zm">
<h3 class="title topictitle3" id="ariaid-title4">Creating a link to an existing Jira issue from a ticket</h3>
<div class="body">
<p class="p">If you know that an issue is tracked in Jira and you receive a support request that's
related to it, you can link the ticket to the issue. You can also link the same ticket to
other issues in Jira.</p>
<p class="p">You can keep track of the number of tickets linked to Jira issues, and use that metadata
to prioritize your work. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843823642" target="_blank">Jira: Linked tickets reporting</a> for more information.</p>
<p class="p"><strong class="ph b">To link to an existing Jira issue</strong></p>
<ol class="ol" id="topic_thj_3wc_zm__ol_x5b_bdd_zm">
<li class="li">In Zendesk, go to the ticket you'd like to link to a Jira issue. <p class="p">The ticket must be
an existing ticket. If you are creating a new ticket, you'll need to save it
first.</p>
</li>
<li class="li">Click <strong class="ph b">Link Issue</strong> in the Jira panel.<p class="p"><img class="image img-screenshot" id="topic_thj_3wc_zm__image_inm_c1h_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/link_issue_in_zd.png" width="300"></p>
<p class="p"><strong class="ph b">Note</strong>:
If the Jira app is not displayed on the right side of the agent interface, click
<strong class="ph b">Apps</strong>.</p>
</li>
<li class="li">Enter your issue key (XXX-000) or paste a link to the issue.<p class="p"><img class="image img-screenshot" id="topic_thj_3wc_zm__image_kzs_33d_zm" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_select_issue.png" width="300"></p>
<p class="p">If you do not
know your issue key, you can <a class="xref" href="#topic_brp_wqh_4bb">search Jira
issues</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Link issue</strong>.</li>
</ol>
<p class="p">The ticket is linked to the existing issue in Jira. In Zendesk Support, the Jira app in
the sidebar displays the Jira issue name, summary, description, and comments.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_jr2_bzc_zm">
<h3 class="title topictitle3" id="ariaid-title5">Tracking a Jira issue from a ticket</h3>
<div class="body">
<p class="p">The Jira app in the sidebar displays a summary of any issue linked to the ticket, as well
as any comments associated with it: </p>
<img class="image img-screenshot" id="topic_jr2_bzc_zm__image_j1w_n1h_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/issue_in_zd.png" width="300">
<p class="p">Click the <strong class="ph b">Show More Details</strong> (eye) icon next to the issue name to view more details
about the issue:</p>
<p class="p"><img class="image img-screenshot" id="topic_jr2_bzc_zm__image_hrr_p1h_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_details_in_zd.png" width="300"></p>
<p class="p">The details view opens in a new window:</p>
<p class="p"><img class="image img-screenshot" id="topic_jr2_bzc_zm__image_ej2_51h_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/issue_details_in_zd.png" width="400"></p>
<p class="p">You can customize the information displayed in both the summary and details views. See
<a class="xref" href="#topic_frt_jyr_zm">Customizing the summary and details
views</a> below.</p>
<p class="p">If you're a Jira user too, you can open the issue in Jira by clicking the issue name in
the summary view. A new browser tab opens and displays the issue.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_frt_jyr_zm">
<h3 class="title topictitle3" id="ariaid-title6">Customizing the summary and details views</h3>
<div class="body">
<p class="p">You can customize the information that's displayed in both the summary and details views.
For details about the views, see <a class="xref" href="#topic_jr2_bzc_zm">Tracking a
Jira issue from a ticket</a> above.</p>
<p class="p"><strong class="ph b">To customize the summary and details views</strong></p>
<ol class="ol" id="topic_frt_jyr_zm__ol_yrt_jyr_zm">
<li class="li">Click the <strong class="ph b">Admin icon</strong> in the upper-right side of the Jira app next to the
ticket.<p class="p"><img class="image" id="topic_frt_jyr_zm__image_spb_bbh_p2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/admin_icon_issue_in_zd.png" width="300"></p>
</li>
<li class="li">Select the information you want to display in the summary and details views. <p class="p">You
can add pre-existing or custom Jira fields to these views. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837969946#topic_jtn_k5c_wxb" target="_blank">Jira custom field type compatibility</a> for a
list of custom Jira fields that are compatible with the Jira app.</p>
<p class="p"><img class="image img-screenshot" id="topic_frt_jyr_zm__image_frn_xcr_q2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/select_summary_details_in_zd.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Close</strong> to save your choices.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_okj_r5d_zm">
<h3 class="title topictitle3" id="ariaid-title7">Adding a label to a Jira issue from a ticket</h3>
<div class="body">
<p class="p">When creating or linking to a Jira issue from a ticket, a <strong class="ph b">jira_escalated</strong> tag is
added by default to the ticket, and an identical <strong class="ph b">jira_escalated</strong> label is added to
the issue in Jira. You can add more labels to a linked issue in Jira at any time. Any
ticket tag with a <strong class="ph b">jira_</strong> prefix is added as a matching label to any Jira issue
linked to the ticket.</p>
<p class="p">If the escalating agent has a custom agent role in the Enterprise plan, the role must
allow the agent to edit tags. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Creating custom roles and assigning agents</a>.</p>
<p class="p"><strong class="ph b">To add a label to a Jira issue</strong></p>
<ol class="ol" id="topic_okj_r5d_zm__ol_pyl_lvd_zm">
<li class="li">Add a tag with a <strong class="ph b">jira_</strong> prefix in the <strong class="ph b">Tags</strong> field in the ticket's left
sidebar:<p class="p"><img class="image img-screenshot" id="topic_okj_r5d_zm__image_ufz_myd_zm" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_tags.png"></p>
</li>
<li class="li">Update the ticket by clicking <strong class="ph b">Submit</strong>.</li>
</ol>
<p class="p">The new label appears in the Details section of the issue in Jira when the issue is
accessed through a browser, and the Zendesk app is expanded. The label shows as being
added by the Jira user who opened the issue in the browser.</p>
<p class="p"><img class="image img-screenshot" id="topic_okj_r5d_zm__image_dnz_nyd_zm" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_labels.png" width="300"></p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_ghb_wbd_zm">
<h3 class="title topictitle3" id="ariaid-title8">Unlinking a Jira issue from a ticket</h3>
<div class="body">
<ul class="ul" id="topic_ghb_wbd_zm__ul_q4z_zxc_zm">
<li class="li">Click the <strong class="ph b">Unlink</strong> (x) icon in the Jira app next to the ticket.<p class="p"><img class="image img-screenshot" id="topic_ghb_wbd_zm__image_urx_wnd_zm" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_unlink.png" width="300"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_brp_wqh_4bb">
<h3 class="title topictitle3" id="ariaid-title9">Searching Jira issues</h3>
<div class="body">
<p class="p">When linking a ticket to a Jira issue, you can search for Jira issues by keyword, or
using the <a class="xref" href="https://confluence.atlassian.com/jiracorecloud/advanced-searching-765593707.html" target="_blank">Jira Query Language (JQL)</a>. Starting your search
with the project name in capital letters will limit the results to that project.</p>
<p class="p"><strong class="ph b">To search Jira issues by keyword</strong></p>
<div class="p">
<ol class="ol" id="topic_brp_wqh_4bb__ol_h3j_msh_4bb">
<li class="li">In the <strong class="ph b">Link Issue</strong> search field, enter your search terms. You can limit
results to a specific project by starting the search with the project name in capital
letters, or you can use <a class="xref" href="https://confluence.atlassian.com/jiracorecloud/advanced-searching-765593707.html" target="_blank">JQL</a>. <p class="p"><img class="image img-screenshot" id="topic_brp_wqh_4bb__image_rtj_kth_4bb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira4_search_issues.png"></p>
</li>
<li class="li">As you're typing, ticket suggestions are made. You can select a suggested ticket, or
continue typing to narrow down the results.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_wgy_wwc_zm">
<h2 class="title topictitle2" id="ariaid-title10">Using the integration in Jira</h2>
<div class="body">
<p class="p">As a Jira user, you can view details about tickets linked to your issues, and add comments
to linked tickets. You can also automatically notify an agent or a customer when you change
the status of an issue in Jira. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832025114" target="_blank">Updating a ticket when the status of a Jira issue changes</a>.</p>
<p class="p">This section describes how to view the details of a linked Support ticket in your Jira
issue. For information on adding comments to linked tickets, see <a class="xref" href="#topic_cc3_bcz_42b">Commenting and comment sharing</a> below.</p>
<p class="p"><strong class="ph b">To view the details of a linked Zendesk Support ticket</strong></p>
<div class="p">
<ol class="ol" id="topic_wgy_wwc_zm__ol_yxp_2hj_zm">
<li class="li">Navigate to the issue in Jira. In the sidebar under <strong class="ph b">Zendesk Support</strong>, the number
of linked tickets is displayed. <strong class="ph b"></strong><p class="p"><img class="image img-screenshot" id="topic_wgy_wwc_zm__image_nk4_fdr_q2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_linked_tickets.png" width="500"></p>
</li>
<li class="li">Double-click on <strong class="ph b">Linked Tickets</strong> to open the linked tickets page.</li>
<li class="li">If more than one ticket is linked to the issue, click the accordion to expand the
ticket details.<div class="p">
<br><img class="image img-screenshot" id="topic_wgy_wwc_zm__image_g4k_5w1_mjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_linked_ticket_detail.png"><br>
</div>
</li>
<li class="li">To view the ticket in Support, click the linked ticket heading.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_cc3_bcz_42b">
<h2 class="title topictitle2" id="ariaid-title11">Commenting and comment sharing</h2>
<div class="body">
<p class="p">When you link Zendesk Support tickets and Jira issues, you can also share some commenting
functionality between the two platforms.</p>
<p class="p">While the commenting functionality doesn't fully integrate the commenting systems in
Zendesk Support and Jira, it does allow you to perform the following tasks, which are
described in this section:</p>
<ul class="ul" id="topic_cc3_bcz_42b__ul_ghs_hcz_42b">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><a class="xref" href="#topic_g3z_pcz_42b">Adding a comment to a Jira
issue from a ticket</a></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><a class="xref" href="#topic_mzx_jcz_42b">Adding a comment to linked
Zendesk Support tickets from a Jira issue</a></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><a class="xref" href="#topic_v2g_kcz_42b">Notifying Jira issue watchers
when there are new comments on linked Zendesk tickets</a></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><a class="xref" href="#topic_pwl_kcz_42b">Adding the reporter as a
watcher when creating a new Jira issue</a></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><a class="xref" href="#topic_cvs_kcz_42b">Adding the current agent as a
watcher when linking Jira issues</a></p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><a class="xref" href="#topic_in1_lcz_42b">Displaying when the most recent
comment was added to either account</a></p>
</li>
</ul>
<p class="p" dir="ltr">However, you cannot perform some expected comment-related tasks, such as:</p>
<ul class="ul" id="topic_cc3_bcz_42b__ul_qwf_qkm_cfb">
<li class="li" dir="ltr"> Automatically notify Zendesk collaborators when there are new comments on
linked Jira issue, unless they are also watching the Jira issue. </li>
<li class="li" dir="ltr"> Mark a comment as having been read by another user. </li>
</ul>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_g3z_pcz_42b">
<h3 class="title topictitle3" id="ariaid-title12">Adding a comment to a Jira issue from a ticket</h3>
<div class="body">
<p class="p" dir="ltr">If a Support ticket is linked to a Jira issue, you can add comments to the Jira
issue from the ticket. This is useful for providing additional information from customers
to the product team.</p>
<p class="p" dir="ltr">Both public and private comments added to a Support ticket are shared with any
connected Jira issues.</p>
<p class="p" dir="ltr"><strong class="ph b">To add a comment to a Jira issue</strong></p>
<ol class="ol" id="topic_g3z_pcz_42b__ol_ncn_tcz_42b">
<li class="li" dir="ltr">Click the <strong class="ph b">Notify</strong> button in the Jira app next to the ticket.</li>
<li class="li" dir="ltr">Enter the comment you want to add to the issue in Jira.<p class="p">
<img class="image img-screenshot" id="topic_g3z_pcz_42b__image_snf_g2r_q2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/notify_issue_in_zd.png" width="300"></p>
</li>
<li class="li">To save typing, you can transfer the last comment made on the ticket by clicking
<strong class="ph b">Copy the last comment</strong>.</li>
<li class="li"> Any attachments in ticket comments are shown under <strong class="ph b">Attachments</strong>. Click on the
attachment to add it to the note.</li>
<li class="li">Click <strong class="ph b">Notify issues</strong>. The note is added to the <strong class="ph b">Activity</strong> section in the
Jira issue. </li>
<li class="li">In the <strong class="ph b">Show</strong> drop-down list, select <strong class="ph b">Comments</strong> to view the comment.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_mzx_jcz_42b">
<h3 class="title topictitle3" id="ariaid-title13">Adding a comment to linked Zendesk Support tickets from a Jira issue</h3>
<div class="body">
<p class="p" dir="ltr">You can notify a Zendesk agent or a customer when you add a comment to the
linked Jira issue.</p>
<p class="p" dir="ltr">When you add a comment to a Jira issue, it adds that comment to the linked
Support ticket. When the comment is added to the Zendesk ticket, an email containing your
comment is sent to the agent and any other agent who is copied on the Support ticket. If
the comment is public, an email is also sent to the customer who submitted the ticket and
any other end user who is copied on the ticket. Be mindful that a customer will read your
message when you add a public comment. If in doubt, leave the comment private.</p>
<p class="p">You can comment on a single linked ticket, or all linked tickets if you have multiple
tickets linked to an issue. Commenting on all linked tickets can be performed in the
sidebar or the Activity section of a Jira issue.</p>
<p class="p" dir="ltr"><strong class="ph b">To add a comment to a linked ticket</strong></p>
<ol class="ol" id="topic_mzx_jcz_42b__ol_d2y_fdz_42b">
<li class="li" dir="ltr">Navigate to the Jira issue, and in the <strong class="ph b">Activity</strong> drop-down list,
select <strong class="ph b">Zendesk Support</strong>.<div class="p">
<br><img class="image img-screenshot" id="topic_mzx_jcz_42b__image_a3g_xf3_mjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_single_ticket_comment1.png" width="500"><br>
</div>
</li>
<li class="li" dir="ltr"> In the <strong class="ph b">Ticket</strong> drop-down list, select the Support ticket.<div class="p">
<br><img class="image img-screenshot" id="topic_mzx_jcz_42b__image_jnx_sh3_mjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_single_ticket_comment2.png"><br>
</div>
</li>
<li class="li" dir="ltr">Enter your comment. Select the <strong class="ph b">Make public reply</strong> checkbox to make a
public comment.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add comment</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To add a comment to all linked tickets in the Activity section</strong></p>
<div class="p">
<ol class="ol" id="topic_mzx_jcz_42b__ol_uvh_mwh_mjb">
<li class="li">Navigate to the linked issue in Jira, and in the <strong class="ph b">Activity</strong> drop-down list,
select <strong class="ph b">Zendesk Support</strong>.</li>
<li class="li">Enter your comment, select the <strong class="ph b">Add for all tickets</strong> checkbox, and click
<strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To add a comment to all linked tickets in the sidebar</strong></p>
<div class="p">
<ol class="ol">
<li class="li">In the sidebar under <strong class="ph b">Zendesk Support</strong>, double-click on <strong class="ph b">Linked Tickets</strong>.
The linked ticket page opens.</li>
<li class="li"> Click <strong class="ph b">Add comments to linked tickets</strong>, which opens a page. </li>
<li class="li">Enter your comment and click <strong class="ph b">Send</strong>.<div class="p">
<br><img class="image img-screenshot" id="topic_mzx_jcz_42b__image_pq1_5c3_mjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_comment_all_tickets.png" width="500"><br>
</div>
</li>
</ol>
</div>
<p class="p" dir="ltr"><strong class="ph b">To make all comments private</strong></p>
<ol class="ol" id="topic_mzx_jcz_42b__ol_f2y_fdz_42b">
<li class="li" dir="ltr">In the Jira top nav bar, select <strong class="ph b">More</strong> &gt;<strong class="ph b">Apps </strong>&gt;<strong class="ph b"> Manage
your apps</strong>.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Zendesk Support for Jira </strong> accordion, then click
<strong class="ph b">Configure</strong>.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Other options</strong> section, select the
<strong class="ph b">Disable all public comments to Zendesk</strong> checkbox.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_v2g_kcz_42b">
<h3 class="title topictitle3" id="ariaid-title14">Notifying Jira issue watchers when there are new comments on linked Zendesk tickets</h3>
<div class="body">
<p class="p">Users watching a Jira issue with linked Zendesk tickets can receive a notification email
from Jira when public comments are added to linked tickets.</p>
<p class="p"><img class="image img-screenshot" id="topic_v2g_kcz_42b__image_omr_nmm_cfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_comment_settings.png" width="500"></p>
<p class="p" dir="ltr"><strong class="ph b">To enable comment notifications</strong></p>
<ol class="ol" id="topic_v2g_kcz_42b__ol_dlr_qwg_p2b">
<li class="li" dir="ltr">In the Jira top navigation bar, select <strong class="ph b">More</strong> &gt; <strong class="ph b">Apps</strong> &gt;
<strong class="ph b">Manage your apps</strong>.</li>
<li class="li">Click the <strong class="ph b">Zendesk Support for Jira</strong> accordion, then click <strong class="ph b">Configure</strong>.</li>
<li class="li" dir="ltr">In the <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Other options</strong> section, select the <strong class="ph b">Send
email notification to issue watchers when comments are added to linked tickets</strong>
checkbox.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_pwl_kcz_42b">
<h3 class="title topictitle3" id="ariaid-title15">Adding the reporter as a watcher when creating a new Jira issue</h3>
<div class="body">
<p class="p">When creating a new Jira issue from a Support ticket, or when linking a ticket to an
existing issue, you can add the reporter as a watcher to the newly-created issue.</p>
<p class="p" dir="ltr">Jira also allows you to watch an issue. When you watch an issue, you receive
email notifications when certain updates are made. Depending on how your issue
notifications are configured, you may receive an email when:</p>
<ul class="ul" id="topic_pwl_kcz_42b__ul_ltk_y2r_q2b">
<li class="li" dir="ltr">
<p class="p" dir="ltr">The story has been updated (such as the description)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">The status changes (assigned, closed)</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">A comment is submitted</p>
</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">To add a reporter as a watcher</strong></p>
<ul class="ul" id="topic_pwl_kcz_42b__ol_ycm_wwg_p2b">
<li class="li" dir="ltr">When creating a Jira issue from a Zendesk Support ticket, select the <strong class="ph b">Add
reporter as a watcher</strong> checkbox. <p class="p"><img class="image img-screenshot" id="topic_pwl_kcz_42b__image_nfp_bnm_cfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_reporter_as_watcher_in_zd1.png" width="400"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_cvs_kcz_42b">
<h3 class="title topictitle3" id="ariaid-title16">Adding the current agent as a watcher when linking Jira issues</h3>
<div class="body">
<p class="p">When linking an existing issue to a ticket in Support, the current user is added as a
watcher to that issue in Jira. Note that for this to be successful, the Jira user profile
must contain the Zendesk agent's email or full name.</p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_in1_lcz_42b">
<h3 class="title topictitle3" id="ariaid-title17">Displaying when the most recent comment was added</h3>
<div class="body">
<p class="p">In the Zendesk Support panel in Jira, you can display how much time has elapsed since the
last comment was added to the ticket in Zendesk.</p>
<p class="p"><strong class="ph b">To enable the last comment added display</strong></p>
<div class="p">
<ol class="ol">
<li class="li" dir="ltr">In the Jira top nav bar, select <strong class="ph b">More</strong> &gt; <strong class="ph b">Apps</strong> &gt; <strong class="ph b">
Manage your apps</strong>.</li>
<li class="li">Click the <strong class="ph b">Zendesk Support for Jira</strong> accordion, then click
<strong class="ph b">Configure</strong>.</li>
<li class="li">In the <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Zendesk Support ticket fields</strong> section, select the
<strong class="ph b">Last Commented</strong> checkbox</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
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