Zendesk support tab not visible, even though a linked zendesk ticket appears in the RHS menu

[Nicole Robertson]

We have the Zendesk for Jira plugin. We can create Jira tickets from Zendesk and see comments made in Jira from the Zendesk ticket but the Zendesk support tab is not visible for all tickets - only some. 

Does anyone know why this might be and how to fix it?

[Yanni]

Is it possible to set the Zendesk Support Tab to be the default tab upon loading?

[Karen Shaheen]

Can you send a screenshot of where you are expecting to the see the Zendesk Support tab and don't? In my experience, it is sometimes seen next to all the other tabs in a horizontal row across the top of the comments box. However, I have seen it hidden in the dropdown where you only see the Comments tab, and all the tabs are not lined up horizontally. It's like it defaults to the Comments tab in a dropdown format and you have to click the dropdown and then you see all the tabs, including the Zendesk Support tab. Let me know if you see it there.

[Marina Vital]

Hi community,

I am facing the same problem. I have two Jira Software projects, with the same permissions scheme, and in one of them I can't see the "Zendesk Support" option to access comments.

@Nicole Robertson , found any solution?

FYI @Karen Shaheen 

[Marina Vital]

@Angélica Luz , can you help me?

[Nicole Robertson]

@Marina Vital I just found the notification that you had replied to me when I was searching my inbox for the other support requests related to this that I've raised with Zendesk.

No, I have not found a solution unfortunately, but I am going to reach out to Zendesk support again today and have another go. I'll let you know what I find, if anything!

@Karen Shaheen thanks for your response, yes I have confirmed that it isn't just hidden, its not showing up anywhere. 

[Nicole Robertson]

@Marina Vital I worked it out!!

I swear I read through this support article about 12 times yesterday but I just noticed this line today:

I checked and reporter wasn't on the create issue screen for my project, so I added it (and made sure it was on all create issue screens in the screen scheme for that project).
Then I went to the app config page in Jira, to the project restrictions part. I removed the project in question from allowed projects, saved and refreshed, and then put it back into the allowed projects list, saved and refreshed again and the Zendesk support tab is appearing!!

I am so relieved, I have been going back and forth with Zendesk about this for weeks.