We have linked zendesk to a ticket in JIRA. The zendesk section appears on the jira ticket as expected. However, when I click on the zendesk ticket # that should link me to the zendesk ticket to view, it redirects me to login. What needs to happen for users to be able to view the zendesk ticket that is linked to the jira ticket? Thank you!
Jira Integration - Ticket Link redirects to login
Hey Celina,
What you've described here is expected behaviour. If you're trying to view a ticket from a link in Jira... you need to log in as an agent to Zendesk to view it.
If you have employees e.g developers who use Jira, but are not as active in Zendesk, but sometimes still need to view the tickets in Zendesk - you will need to set those users up as a light agent. This will allow them to log in to Zendesk, and view the ticket - but not make any public comments to the customer.
You can check out more details on Light Agents here: https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions
Hope this helps. :)
Best,
Amie
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