Zendesk <> Jira native integration - what do users see on jira task without zendesk access?

[Misha Dennis]

Hello team,

We are considering setting up the native integration between Zendesk and Jira. If we have this set up, and there is a Jira task linked to a Zendesk ticket, what does a user see on the Jira task UI if they do not have access to Zendesk? 

If a user has access to both Jira/Zendesk, we know they see the Zendesk ticket title, replies etc. on the Jira task. Are these still visible if the user does not have access to the Zendesk instance? 

Thank you,

Misha

[Dave Rosenlund _Trundl_]

Assuming you mean the Zendesk connector (Atlassian offers one, too) what you'll see (according to the Zendesk docs -- paraphrased) :

Using the native Zendesk Support for Jira integration, Jira users see a panel on the issue that lists the linked Zendesk tickets and some key details about each.

On a Jira work item you get a “Zendesk Support” panel (right sidebar in Jira Cloud, or a tab/panel in Server/Data Center, depending on layout).

In the panel a Jira user can see for each linked ticket:

• The Zendesk ticket ID and subject
• The ticket status and assignee
• When it was last updated
• A link that opens the ticket back in Zendesk

If comment sync is enabled, Jira users also see Zendesk comments come into Jira as issue comments (usually via the integration user), and Jira comments you flag for sharing can be pushed back to the Zendesk ticket.

Multiple Zendesk tickets linked to the same Jira issue will all appear in that same panel as a list, so a dev can see “ah, this bug is impacting N customers” without leaving Jira.

https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration

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Full disclosure, AI helped me find and summarize this answer. And, I do not have access to Zendesk where I am to confirm the docs are current. Hope it helps.

[Misha Dennis]

Thanks Dave! We have seen the ticket ID, subject etc. get displayed on the Jira side under the "Zendesk Support" panel, if the Jira user has access to Zendesk. I would like to know if the same is displayed, even if the Jira user does not have agent access on Zendesk. 

I also asked a couple of AI tools about this, but they all seem to answer differently; some say users would see the panel, some not. 

[John Funk]

Hi Misha,

Not sure as I don't use Zendesk, but why not just migrate to JSM instead of Zendesk? 

[Misha Dennis]

Thanks John! Our Zendesk is actually for US persons only, and Jira is for global use. I want to confirm that a non-US person that has a Jira account will not be able to view the Zendesk tickets. 

[John Funk]

That control would be done inside of JSM, most likely by implementing Issue Level Security if the tickets from Zendesk and JSM go into the same Space/Project. If they are different Spaces/Projects, then you handle that with Permissions on the Space. 

[Misha Dennis]

Thanks John! I will keep this in mind, but we currently do not have any plans to migrate to JSM. Appreciate the help!