Connecting Jira as an external knowledge source

<body>
<p id="docs-hc-snippet" style="display: none;">You can connect Jira to your Zendesk account to make content availablewherever external content is used. You must be a Knowledge admin to set up and manage external content connections.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_guide_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Knowledge Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<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 connect Jira as an external knowledge source to sync selected sites and spaces into your account, making Jira issue content available across knowledge experiences. As a Knowledge admin, you can choose which content to bring in, including issue key, summary, description, status, priority, type, labels, and comments. New, updated, or status-changed issues are synced automatically or by manual sync, with changes reflected in the Items count.</p>
</div>

<div class="body">

<p class="p">You can connect Jira to your Zendesk account to make content available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank">wherever external content is used</a>. You must be
a Knowledge admin to set up and manage external content connections. </p>
<div class="p">When you connect Jira to your Zendesk account, you can select the specific Jira site and
spaces that you want to sync. When connected, Zendesk regularly syncs and ingests
content from the following Jira issue fields:<ul class="ul" id="topic_c3s_fft_wgc__ul_lnl_jrj_xjc">
<li class="li">Issue key</li>
<li class="li">Summary</li>
<li class="li">Description</li>
<li class="li">Status</li>
<li class="li">Priority</li>
<li class="li">Type</li>
<li class="li">Labels</li>
<li class="li">Comments</li>
</ul>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_c3s_fft_wgc__ul_kbk_dsh_xgc">
<li class="li"><a class="xref" href="#topic_ftg_xjt_wgc">Setting up a Jira connection</a></li>
<li class="li"><a class="xref" href="#topic_t1w_vps_ygc">Adding or removing content from your Jira connection</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">Related articles</strong>:<ul class="ul" id="topic_c3s_fft_wgc__ul_npx_2r1_xgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10933554246938" target="_blank">Managing external knowledge
connections</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">About connecting external content to Zendesk
for use across knowledge experiences</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ftg_xjt_wgc">
<h2 class="title topictitle2" id="ariaid-title2">Setting up a Jira connection</h2>
<div class="body">
<p class="p">You can set up a Jira connection to connect and sync supported content from your Jira
account. </p>
<p class="p">When you set up a Jira connection, you select the Jira site and related spaces that
you want to sync. When the connector syncs, all supported content within that space
will sync to your Zendesk account. </p>
<p class="p">You can sync as many sites as you like; however, you must create a new connection for
each one. After you create a Jira connection, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_opg_phs_ygc" target="_blank">configure workflows to use this external
content</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10933554246938" target="_blank">manage the external knowledge
connection</a>.</p>
<div class="p">
<strong class="ph b">To set up a Jira connection</strong><ol class="ol" id="topic_ftg_xjt_wgc__ol_ik3_ckt_wgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_ftg_xjt_wgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.</li>
<li class="li">Under the Available sources section, click <strong class="ph b">Connect</strong> on the Jira
card.</li>
<li class="li">Click <strong class="ph b">Continue</strong>.<p class="p"><img class="image img-screenshot" id="topic_ftg_xjt_wgc__image_s2p_bcl_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-cnctr-JIRA-connet.png" width="350"></p>
</li>
<li class="li">In the <strong class="ph b">Use app on*</strong> field, select the Jira account that you want to
sync with your Zendesk account, then click <strong class="ph b">Accept</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_hb3_gy3_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-cnctr-JIRA-req-access2.png" width="350"></p>
</li>
<li class="li">Select the Jira site and spaces that you want to sync to your Zendesk
account:<ul class="ul" id="topic_ftg_xjt_wgc__ul_e22_c1j_xjc">
<li class="li">
<strong class="ph b">Jira site</strong>: Displays all Jira sites that you have access to.
Each Jira site maps to a single Jira connection. If you want to sync
multiple sites, you must create a new connection for each site.</li>
<li class="li">
<strong class="ph b">Spaces</strong>: Displays all spaces in the Jira site you selected
that you have access to. Each space that you select appears as a tag
in the Spaces field. You can remove spaces that you selected in
error by clicking the <strong class="ph b">X</strong> icon on the space tag.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_ftg_xjt_wgc__image_f35_31j_xjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-cnctr-JIRA-chooseJIRAsiteANDspace.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Sync</strong>.<p class="p">When the sync is complete, the page shows a green
Synced status for each synced space. The number of Items reflects the
number of issues that you synced from each space. </p>
<p class="p">When Jira
issues are created, updated, or have a change in status, the resulting
changes are synced and updated in your Zendesk account. For issues to be
synced to your Zendesk account, they must contain content. </p>
<p class="p"><img class="image img-screenshot" id="topic_ftg_xjt_wgc__image_qbc_sk5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-cnctr-JIRA-ConnectionDone.png" width="700"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t1w_vps_ygc">
<h2 class="title topictitle2" id="ariaid-title3">Adding or removing content from your Jira connection</h2>
<div class="body">
<p class="p">When you set up your Jira connector, you can create additional connections, with each
connection containing a site. Within each site, you can select multiple spaces, each
containing Jira issue fields. All supported content from within the selected sites
and spaces are synced to the connection. </p>
<p class="p">To add or remove content from a Jira connection, you can add or delete the content
from your Jira space, then either wait for an automatic sync or manually sync your
site. The new content item will be reflected in the Items number for the Jira
connection on your Connections page.</p>
<div class="note" id="topic_t1w_vps_ygc__note_tzm_mtw_njc">
<span class="notetitle">Note:</span> Syncs (manual or automatic) can take up to 24 hours to
complete.</div>
<p class="p"><img class="image img-screenshot" id="topic_t1w_vps_ygc__image_ngh_22s_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-cnctr-JIRA-ConnectionDoneWITHsecond.png" width="800"></p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/11010619907994",
"url": "https://support.zendesk.com/hc/en-us/articles/11010619907994",
"headline": "Connecting Jira as an external knowledge source",
"description": "You can connect Jira as an external knowledge source, choose specific sites and spaces to sync, and manage content updates through automatic or manual syncs.",
"articleSection": "Using help center search",
"datePublished": "2026-07-14T15:22:11+00:00",
"dateModified": "2026-07-16T17:21:23.770143+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/11010619907994"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Knowledge",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298860954"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>