Possible to use Zendesk as a client facing tool and integrate with JIRA Support tickets

Question

We are getting ready to launch a support system for self service clients. Currently we are using Jira internally with our teams to report issues, custom requests, etc.

Is there an integration with Zendesk that allows our clients to fill out tickets in zendesk and then auto-populate in Jira? Tracking help center articles and satisfaction is a major goal of this project.

TIA for any knowledge anyone can share.

Syed Majid Hassan -Exalate- · Answer

Hi @Zach Carlson

This is Majid @ Exalate.

This is a very common use case we come across in the industry whereby Zendesk is the customer facing ITSM system (leveraging its KB etc.), while the ticket is integrated with a Jira system being used by the agents/developers. Exalate offers a deep ticket integration between the two systems which is easy to set up and scales very well. You are able to customize the integration to a granular level to control every piece of information being shared across the 2 systems.

If you would like to see a customized demo of the product, please book a slot with us.

Thanks

Majid

Hannah Humbert - Simpla Workflows · Answer

Hi @Zach Carlson ! Unito might be able to help here. The idea would be to sync tickets from Zendesk into the relevant Jira project based on a trigger in Zendesk (e.g. a specific field gets populated, or a specific tag is applied to the ticket). This will then automatically create a synced Jira issue, meaning changes made in Jira can sync back to Zendesk, and vice-versa.

Mikael Sandberg · Answer

Yes, it is possible. Zendesk has an integration to Jira, but I believe that you have to manually initiate the link from within each Zendesk ticket. Your other option is to look at one of the two-way sync apps that are available in the Marketplace. We are using the app that comes from Zendesk and we are using it to escalate ticket to Engineering when needed.