Create a seamless workflow between Zendesk Support tickets and Jira issues and unite your support and engineering teams

Ensure no bugs are left behind

Support teams can effortlessly escalate and link Zendesk tickets to Jira issues using the new Jira Support App for Zendesk. Notify engineering promptly about bugs affecting your customers and stay informed throughout the issue resolution lifecycle — all directly within Zendesk.

A holistic view from support to engineering

Within Jira, engineers gain rich, contextual visibility with the Zendesk Ticket View in Jira. They access linked Zendesk tickets, complete with public and internal comments, customizable ticket fields, and real-time updates—enabling cross-team collaboration without leaving Jira.

Complete control of data sharing

Customize syncing and data visibility with granular admin controls. Configure field mappings, automate tagging, and control access for agents and engineers. Multi-instance support lets you independently manage multiple Zendesk and Jira environments to scale workflows enterprise-wide.

More details

WITHIN ZENDESK:

• Jira data is displayed in the Zendesk ticket sidebar, with admins able to fully configure which Jira fields and issues agents see.

• Agents can link multiple Zendesk tickets to existing Jira issues or create new issues directly from Zendesk with tailored fields and mandatory inputs.

• Comments and attachments can be exchanged and synced bidirectionally to ensure accurate, real-time communication.

• Zendesk agents automatically become watchers on linked Jira issues and tickets escalated to Jira are automatically tagged for easier tracking.

• Multi-instance support empowers admins to manage connections across several Jira and Zendesk accounts independently.

WITHIN JIRA:

• Linked Zendesk tickets are visible in the Zendesk activity tab and sidebar within Jira issues, with admins able to customize which ticket fields are displayed.

• Engineers can view and add public or internal Zendesk comments directly from Jira, fostering transparent, cross-team dialogue.

• Notifications can be sent selectively to customers or support agents, improving communication clarity.

• Multi-instance setups allow Jira users to access ticket data from multiple Zendesk accounts independently, matching complex enterprise needs.

• Workflow automation allows automatic notifications to linked Zendesk tickets about status changes or key updates.