Real-world examples of Jira Integrations with Zendesk | Community
Skip to main content

Real-world examples of Jira Integrations with Zendesk

  • January 31, 2023
  • 5 replies
  • 0 views
Chris46

We are using the JIRA Zendesk marketplace integration and I wanted to find out if anyone would be willing to share their processes/workflows for the entire process, from support to engineering, and closing the loop. We are just in the infant stages of creating these formalized processes and I wanted to see what works or doesn't for others.

Some things I'm specifically looking for --
Once you create a Jira issue, do you close out the ZD ticket, do you use a custom status, etc? 

How do you go about keeping track of the issues that move from ZD to Jira? 

What are you using for communication to the end user/requester during the entire process? 

      5 replies

      Heather13
      • Heather13
      • January 31, 2023

      Hi Chris, I wrote up a User Tip for this https://support.zendesk.com/hc/en-us/community/posts/4532334653210-Tip-How-to-Customize-the-Jira-Zendesk-Integration-to-Update-the-Zendesk-Status 

      I did a live training that discusses some of the real world info you're looking for possibly-- starts at minute ~47 here https://www.youtube.com/watch?v=7KPzD1m5hAs 

        Chris46
        • Chris46
        • Author
        • February 3, 2023

        Thanks @heather13 - I'll take a look at this.

        Chris46
        • Chris46
        • Author
        • February 3, 2023

        @heather13 - this was great and exactly an example I was looking for. If you have any more resources related to this workflow, I'd love for you to share. 

        Thanks again,

        Chris

        Chris46
        • Chris46
        • Author
        • February 8, 2023

        @heather13 - would love to pick your brain in another setting. Would you be willing to chat via email or through another format? 

        I specifically wanted to find out how you handle problems vs. incidents in your ZD --> Jira integration. 

        Thanks,

        Chris

        Marwan
        • Marwan
        • February 28, 2023

        Hi @chris46,

        Let me start by answering your specific questions first:

        1. Once you create a Jira issue, do you close out the ZD ticket, do you use a custom status, etc? 
          // This will depend on your needs, you can sync the status between the two that that they close when one of them get closed. This is the most common route as it keeps both systems in the same state to avoid confusion.

        2. How do you go about keeping track of the issues that move from ZD to Jira? 
          // This will really depend on what you require to follow up on, if you //implement status sync between the two this might not be needed.
        3. What are you using for communication to the end user/requester during the entire process? 
          // This is mostly done trough the comment functionality, to keep it very similar to the normal use of the tickets.

        We've been integrating these solutions for many years and have come across a wide variety of needs and requirements. If you would like you can get in touch with us where you can simply provide some basic information regarding your integration needs and we can help you define how this can be implemented. Possibly show you some examples of this as well.

        This is requires no further commitment from your end.

        Have a look on the Exalate website.

         

        Also possibly have a look at the blog posts featuring the integration you are looking for: Exalate Blog Posts

         

        Kind regards,

        Marwan

        Terms & ConditionsCookie settingsAccessibility statement