Zendesk > JIRA Integration: How to transfer all information from ticket instead of just last message

[Oscar Hernandez]

Zendesk > JIRA Integration: How to transfer all information from ticket instead of just last message

Right now when I create a new JIRA where it the last comment on ticket was not the customer I have to copy and paste the information from the ticket(email) to JIRA.   

The only option that the Zendesk /JIRA integration offers is to copy over the last message on the ticket.  However, I'd like to transfer everything from the ticket to JIRA or at least be able to pick and choose the first email from customer because that is where all the information needed to solve the problem that engineering needs.

The integration between JIRA and Zendesk is a "Free" version.  Is there a paid version?

1. How can I pick and choose what info to transfer automatically?

2. How can I auto have it transfer things like screenshots included with the ticket?

3. How can I have the Ticket Auto Re-open in Zendesk when the JIRA ticket is completed (issue resolved on JIRA)?   I was thinking of using Zapier for this but not sure if its needed.

Thanks,

[Dhiren Notani_Exalate_]

Hi @Oscar Hernandez ,

Thanks for posting your question here!

I am Dhiren, one of the Solutions Engineers working at Exalate.

I would recommend you to try out a fully decentralized and bi-directional synchronization solution like Exalate for integrating Jira and Zendesk

With the Groovy based sync rules, you can choose what information to send and recieve between both the systems including system/custom fields, comments, statuses, attachments etc.

Let me know if you have any more questions or concerns.

Thanks, Dhiren

[Josh_Unito]

@Oscar Hernandez The native integrations typically only offer limited functionality. But there are a ton of third-party solutions out there (paid) that allow you to do pretty much anything you want. The scripted integrations require a lot of technical knowledge and maintenance.

Unito has a no-code 2-way integration for Jira and Zendesk that lets you automatically turn issues into tickets and vice-versa with support for all the fields you'd need.

Here's a guide I wrote on how to sync Jira issues with Zendesk tickets. It includes a video demo if you want to check it out.

Let me know if you have any questions! I can also set you up with a personalized demo with one of our integration experts.