How to achieve a bidirectional Jira Zendesk integration

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How to achieve a bidirectional Jira Zendesk integration

A Jira to Zendesk integration can help support and dev teams stay on top of customer tickets. It helps automate the escalation process, increasing transparency and visibility among these teams.

To get this done, you can find the native integration tool in the Atlassian marketplace. But this tool supports only a few entities, and you cannot sync multiple Zendesk instances to one Jira issue.

Another option is to choose a third-party integration. I’ll cover Exalate. This tool has a scripting engine for mapping the incoming and outgoing data on both sides.

DPG Media was able to use Exalate’s Jira to Zendesk integration offering to consolidate workflows and connect teams for accelerated growth.

4 simple steps to set up your Jira to Zendesk integration

Step 1: Install Exalate on both Jira and Zendesk

The Exalate app is available for installation via the Atlassian and Zendesk marketplaces, respectively, or through our integrations page.

You can also view the Jira installation videos here and the Zendesk installation videos here.

You can always discuss your use case with our team and understand if Exalate is the right fit for your needs.

Step 2: Connect Jira to Zendesk

First, you need to outline the requirements for the integration for both sides to help you create mappings for projects, fields, and entities.

After chalking out the requirements, set up a connection between Jira and Zendesk.

To create a connection, open the Jira instance. Then enter the URL for the Zendesk instance.

To set up a connection, choose the available configuration options.

Exalate has three modes: Basic, Visual (Beta), and Script (available with AI Assist).

The Basic mode supports basic entity mappings but doesn’t allow any configuration. The Visual mode (BETA) combines low-code scripting with drag-and-drop mappings. The Script mode supports advanced configuration and scripting.

To find out how to script your Exalate connections, check out the detailed configuration guide.

Step 3: Write the sync rules

The Exalate console supports the Groovy scripting language for configuring one-way and two-way syncs.

You can map data from labels, summaries, descriptions, assignees, reporters, comments, attachments, and much more.

The Incoming sync textbox decides how (and where) the information coming from the remote side appears, while the Outgoing sync textbox decides what goes out to the other side.

Here is a sample line of code for syncing Jira custom fields.

issue.customFields."Jira custom field name".value = replica.customFields."Jira custom field name".value

The above code snippet populates the custom field in Jira with a value coming from the Zendesk side and vice versa. In the other instance’s incoming sync, make sure to map the value received from Zendesk to the correct issue field.

Exalate supports AI-powered integration within the scripting UI. This feature, called AI Assist, speeds up the process of scripting connections using output generated from natural language prompts.

Step 4: Automate your sync with AI scripts and triggers

Triggers are conditions that control how your sync works. They automatically carry out the sync once the condition is fulfilled.

You can configure triggers using Jira Query Language (JQL) and Zendesk search syntax.

  

Here are sample JQL triggers:

• project = FIR and labels = sync

• project = XProject and assignee = JDoe

• worklogDate > startOfWeek()

Here are sample Zendesk triggers:

• type:ticket ticket_type:incident priority:urgent

• type:ticket status:open
• has_attachment:true

You can now sync your data automatically based on the rules and triggers you have set.  

Advanced Jira to Zendesk integration use cases

• Connect the team using Jira ServiceNow to Zendesk using side conversations as well as field and entity sync.

• Separate comments such that private comments stay in Jira, while public comments go over to the client in Zendesk. This is applicable when dealing with L1-L2 support. A media company was able to consolidate workflows by integrating Jira and Zendesk.
• Companies going through a merger can sync multiple Zendesk tickets to one Jira instance. You can also sync one Zendesk ticket to multiple Jira instances.
• You can sync user fields, statuses, and issue priority between Jira and Zendesk in order to help teams prioritize what gets attention first.
• You can sync Elements Connect fields with different key values in Zendesk; this also includes syncing custom fields. For instance, you can display the remote Jira issue link in a Zendesk custom field.

Interested in learning more about how Exalate integrates Jira and Zendesk? Reach out so we can discuss your use case.

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The Zendesk Jira integration tutorial video 


 https://bit.ly/3xB5TND