Integration with 2 Jira Service Management

[Supporto Livello 1]

Hi everyone,

We have a client who uses Jira Service Management for their IT service desk. We also use Jira Service Management internally.

We're looking for a way to integrate our two instances so that we can collaborate more effectively with our client. Ideally, we'd like to be able to:

• Share a single queue for certain types of requests
• Synchronize ticket status and comments between our instances
• Potentially give our client limited access to our Jira instance for specific projects

I know that each Jira instance is a separate environment, but I'm hoping there's a way to achieve some level of integration.

Has anyone else tried to do something similar? Are there any apps or workarounds that you can recommend?

Any advice would be greatly appreciated!

Thanks,

[Matthias Gaiser [K15t]]

Hey @Supporto Livello 1

welcome to the Atlassian Community.

I see two major options how you can solve this:

• Implement some synchronisation yourself using Jira Automation or some scripts using the Jira REST API. This requires you to dig into the technical details of getting the data in one Jira instance and calling the REST API of the other side. Especially synchronizing attachments in a Jira automation is something I didn't get to work yet.
• Use an issue sync app (as @Diana_Architect_ZigiWave and @Raj Sehmi already mentioned). They were built specifically for that purpose. I'd search for issue sync apps in the Atlassian marketplace to get a somewhat complete list of alternatives. They'll be able to sync all tickets in a queue, their status, comments and attachments. Some (like Exalate) are more script-based, others (like ZigiOps and Backbone) are more UI-based. Up to you what you prefer.

One remark about giving the client limited access to your Jira instance. If you're already considering to use an issue sync app, I would setup a sync for that client for these projects you'd like them to get access to. Otherwise you need to pay for a syncing app and for all the users of the client.

Cheers,
Matthias.

PS: Please note that I'm a member of the Backbone Issue Sync team. 

[Christophe De Beule]

Hi @Supporto Livello 1

I'm Christophe, a Solution Engineer at Exalate.

We specialize in connecting Jira instances to streamline collaboration.

With Exalate, you can:

• Synchronize Issues: Automatically update statuses, comments, and fields in real-time across both systems.
• Control Data Sharing: Decide exactly what information to share, ensuring privacy and relevance.
• Simplify Workflows: Set up triggers to automate the process—no manual work needed.

Exalate is easy to set up and keeps everyone working in their familiar environment. Let’s schedule a quick demo to show how it can make collaboration with your client seamless.

Looking forward to helping you!

Best,

Christophe

[Raj Sehmi]

Hi there,

I think you might be able to use some apps for this, I know Exalate have something in this area: https://exalate.com/integrations/jira/

Hope this helps!

[OpsHub - Enterprise class Integration and Migration Solutions for Jira]

Hi @Supporto Livello 1 

Collaborating across Jira Service Management instances is a common challenge—especially when working with external clients. Since each instance is isolated, you’re right that native functionality doesn’t support real-time sync or shared queues out of the box.

If both teams want to stay in their own environments but still collaborate, integration becomes essential. Status sync, comment visibility, and ownership handoffs are all possible—but only with the right architecture.

The key is to use a solution that maintains both context and control. You’ll want to sync ticket data (and optionally attachments, SLAs, comments, etc.) without exposing internal projects or requiring your client to switch tools or create duplicate work.

We’ve seen teams handle this cleanly using OpsHub Integration Manager—it allows both instances to stay independent, while syncing relevant requests in real time. Teams get to collaborate securely, trace changes, and avoid confusion—without giving full access or creating side processes.

Definitely worth considering if your use case involves long-term collaboration or regulated workflows. Let me know if this helps!

[Diana_Architect_ZigiWave]

@Supporto Livello 1  hello. Feel free to check out ZigiOps here at the Atlassian marketplace.  Integrating two Jira Service Management instances can be complex, but ZigiOps simplifies the process with powerful automation features:

-Shared Request Queues: synchronizes requests across both Jira instances, automatically mirroring tickets in relevant queues. This reduces manual work and ensures seamless collaboration.

- Ticket and Comment Sync: The platform enables real-time synchronization of ticket statuses, comments, and attachments. Any update in one instance is reflected in the other instantly, keeping both teams informed.

- Controlled Client Access: ZigiOps allows syncing specific projects or issues where clients can access limited data securely, supporting controlled collaboration.

Why try ZigiOps?

1.No Coding Needed: Easy to configure with a user-friendly interface.
2.Customizable Workflows: Define what data gets synced and under what conditions.
3.Enterprise-Ready: Scalable and secure for large, complex setups.

This integration ensures efficient cross-instance collaboration, reduces manual input, and keeps everyone aligned. We do have free trial so you can try it yourself.

Regards, Diana (ZigiOps team)