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

Question

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_3dz2pa · Answer

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

Nicole Robertson_duuiqz · Answer

@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.

Nicole Robertson_duuiqz · Answer

@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.