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Is automatic linking of Zendesk Ticket and Jira Ticket possible?

Justine_u3lwkl

I have a set of rules on Zendesk that when triggered it will automatically route the ticket to Jira. Problem is that I want the routed ticket to be automatically Linked to that Zendesk Ticket where it came from. The linking process can be done on Jira App for Zendesk but in a manual way. Is there a way to do it like once Zendesk forwards the ticket to Jira it's automatically Linked to the Zendesk ticket where it came from?

Accepted answers

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Mohamed Benziane

Hi,

I think you will need a plugin like Exalate for that.

Dhiren Notani_Exalate_

Hi @Justine

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between Zendesk and Jira (among other ITSM systems) that is fully customizable. It is easy to set up and the entire customization can be configured using a no-code interface.

If you would like to see a customized demo of the product in action, feel free to book a slot with us.

Thanks
Dhiren

Diana_Architect_ZigiWave

@Justine hi there! It is possible. A tool like ZigiOps can help you automatically connect Zendesk and Jira, bi-directionally. The tool can sync the two systems automatically and transfer any type of data. It can be customized to fit your use cases - you can tweak it to link any of your Zendesk tickets automatically to Jira and keep them up-to-date in real-time. Feel free to look at it and even book a demo to see how it can handle your use case.

Regards, Diana (ZigiWave)

Margaret Boisvert_dix32b

A tool is not required. The way I have handled this is to have a trigger that calls a webhook to create the Jira ticket. I have a field in Jiira to capture the Zendesk ticket number. On the Jira side, I have an automation that when a ticket is created, if the Zendesk Ticket Number field is not empty it calls the Zendesk api/services/jira/links API and creates a link between the 2 tickets

Sambasivaji Maganti

@Margaret Boisvert Can you please share automation rule?

Sambasivaji Maganti

I wanted to implement the same rule in my instance.

James Tam_wmlxq1

@Sambasivaji Maganti I needed something similar and figured it out yesterday. Hope this helps you or anyone else from a Google search.

My requirements don't include a custom field but you can certainly use this as a starting point:

Generate Zendesk API token (https://yourdomain.zendesk.com/admin/apps-integrations/apis/zendesk-api/settings)
Encode "user@domain.com/token:tokenFromStep1" in base64 (Google search or this may help https://gist.github.com/brandonmwest/a2632d0a65088a20c00a)
In Jira automations, make a web URL request action with the following URL: https://yourdomain.zendesk.com/api/v2/jira/links?filter[issue_id]={{issue.id}} (check documentation here: https://developer.zendesk.com/api-reference/ticketing/jira/links/#list-links), GET Issue data (automation format), Header is "Authorization" and "Basic <output of step 2>"
Checkbox the Delay execution option
The Zendesk ticket ID is {{webResponse.body.links.ticket_id}}

Then you can modify an automation rule to fill some custom field with step 5.

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