Automate syncing Zendesk ticket number into Jira field

[Timela]

Hello,

I’m trying to find a way to automatically retrieve and populate the Zendesk ticket number  into a custom Jira field for tickets that are linked to Zendesk.

We currently use the Zendesk–Jira integration, which allows us to link Jira issues to Zendesk tickets (either by creating a new Jira issue or linking an existing one). However, there’s no simple way to generate a report or filter in Jira that maps internal Jira tickets to their related Zendesk tickets.

Now, I’d like to automate this process so that when a Jira ticket is linked to a Zendesk ticket, Jira automatically retrieves the Zendesk ticket ID and populates it into the ZD# field.

Could you please advise:

Is there a built-in automation or API-based method to pull the Zendesk ticket number into a Jira field when a link is created?

I want on a summary/filter/reports. --> the ZD number

Which Jira field differentiates an issue that’s linked to Zendesk from one that isn’t, so we can use that to trigger automation or reporting logic?

Thank you for your help!

Best regards,

[Valerie Knapp]

Hi @Timela , welcome to the Atlassian Community and thanks for your post.

If you have this configuration - https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration#:~:text=In%20Zendesk%2C%20go%20to%20the%20ticket%20you%27d%20like,right%20side%20of%20the%20agent%20interface%2C%20click%20Apps. , it would seem there is already some reference to the Zendesk ticket in Jira.

Are you not seeing this? I would have thought you could then search in JQL for tickets where the Zendesk ticket ID is not empty, or something like this.

I hope this helps you but if you have other questions, please write again.

Best wishes