Plan requirement
| Subscription | Any plan |
| Access | Admin |
Linking tickets to development issues: the integration with the most process attached to it. You install it from the Atlassian Marketplace inside Jira rather than from Admin Center, which is where people start looking.
Before you begin
- You need to be an administrator in both systems, and a member of the jira-administrators and jira-software-users groups with the ability to create and update projects.
- Jira Cloud and Data Center are supported. Jira Server is not, so check which you run before planning anything. It does not work in the Jira Cloud mobile app either.
- Atlassian add-ons need permission to reach your Jira projects. That is on by default, so it only matters if somebody has turned it off.
- Third-party cookies have to be enabled. If your organisation keeps them off, add jiraplugin.zendesk.com and your own Jira subdomain to the content exceptions instead of opening cookies generally.
- The Reporter field has to be on the Create Issue screen.
Connect it
- In Jira, go to Apps > Explore more apps.
- Search for Zendesk Support for Jira and select it.
- Click Get app, then Get it now.
- When it reports success, select Configure.
- Enter your Zendesk subdomain and authenticate.
- Choose the projects and issue types in scope, set the display details, and save.
- Test with one real ticket and one real issue before telling anybody it exists.
On Jira Cloud a free admin account called Zendesk Support for Jira is created automatically. That is expected, not something somebody added by mistake.
Use the dedicated integration user
The integration offers a dedicated user for escalations. Use it rather than somebody's personal account: when that person leaves, a connection authorised in their name breaks, and it fails quietly.
Agree the process before the settings
Who may create an issue from a ticket, what has to be established first, and what happens when the issue is closed. Without that, support creates issues nobody triages and the connection produces resentment on both sides.
You can restrict which roles and groups in Zendesk get access, and that is worth using to make the agreed process the only available one.
Link many tickets to one issue
Ten customers reporting the same bug is one issue and ten links. Creating ten issues buries the development team and hides how many customers are affected, which is the number that decides priority. Searching for an existing issue before creating one is the habit worth teaching.
Choose deliberately what crosses
A status change on the issue can update the ticket, and that is the half agents care about, because it is how they know to tell the customer. Comments are the opposite: internal development discussion is not written for customers, and tickets contain customer detail developers do not need.
Custom fields can be synced too, where they are compatible with the integration. Map the few that answer a question somebody asks.
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