Multi tenancy JSM and Zendesk integration

[Chuck Schneider]

Can JSM be multi tenant and have one of those tenants use a Zendesk two-way integration?  Or does each tenant need their own separate instance of JSM?

Thanks!

[Mathieu Lepoutre _Exalate_]

Hi @Chuck Schneider I work for Exalate

Jira Service Management (JSM) isn’t inherently multi-tenant, but you can configure a single JSM instance to support multiple teams or “tenants” using different projects, permissions, and request types. However, for a Zendesk two-way integration, each tenant’s requirements may vary.

If you need to sync Zendesk with only one of the tenants, a tool like Exalate can help by enabling selective two-way synchronization between Zendesk and specific JSM projects without affecting others. This avoids the need for separate JSM instances while keeping data isolated per tenant.

[Jehan Bhathena]

Hi @Chuck Schneider ,

Not sure I understand the context of "Tenant" in this use case, but wrt to the Jira-Zendesk integration, we can have only 1 Zendesk instance Link to 1 Jira Site.

We cannot have multiple Jira Sites link to 1 Zendesk Instance using the native plugin, for this setup you may have to explore something more complex like Exalate or Zapier.

Please feel free to add more details in the reply if this wasn't the information you were looking for.

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

Hi @Chuck Schneider

JSM may not be fully multi-tenant like some other systems, where each tenant is completely isolated. But still, you can create separate projects within the same instance to manage multiple teams or customers, where each project can have its own settings, permissions, and workflows, so you still get flexibility without needing separate instances.

You can explore OpsHub (Atlassian and Zendesk Partner) to bidirectionally integrate Zendesk with one or multiple projects or JSM sites—no need for separate integration setup. It also provides rich, reliable synchronization and robust error handling without much technical knowledge!

Hope this helps!