Zendesk JIRA Integration: How to transfer all information from ticket instead of just last message

Question

Zendesk > JIRA Integration: How to transfer all information from ticket instead of just last message

Right now when I create a new JIRA where it the last comment on ticket was not the customer I have to copy and paste the information from the ticket(email) to JIRA.

The only option that the Zendesk /JIRA integration offers is to copy over the last message on the ticket.  However, I'd like to transfer everything from the ticket to JIRA or at least be able to pick and choose the first email from customer because that is where all the information needed to solve the problem that engineering needs.

The integration between JIRA and Zendesk is a "Free" version.  Is there a paid version?

1. How can I pick and choose what info to transfer automatically?

2. How can I auto have it transfer things like screenshots included with the ticket?

3. How can I have the Ticket Auto Re-open in Zendesk when the JIRA ticket is completed (issue resolved on JIRA)?   I was thinking of using Zapier for this but not sure if its needed.

Thanks,

OpsHub - Enterprise class Integration and Migratio · Answer

Hi @Oscar Hernandez

The free Zendesk/Jira integration is often too basic, missing crucial elements like attachments and advanced configuration. And while plugins seem like an easy fix, they can actually slow down your systems and introduce hidden performance issues based on usage. Even custom Groovy scripts, despite their flexibility, demand specialized expertise for both development and ongoing maintenance, leading to unforeseen costs.

OpsHub, an enterprise-level solution offers a powerful alternative:

* Selective Data Transfer: Map specific fields (including custom ones) to transfer exactly what you need to Jira. You can integrate all the types of comments (including public & private both) from Zendesk to Jira.
* Attachment Transfer: Seamlessly move all attachments between Zendesk and Jira.
* Bidirectional Sync: Automatically update Zendesk tickets when Jira issues are resolved, creating a smooth, closed-loop workflow.
Whereas with Zapier, you can set up a trigger when Jira issues are resolved to update Zendesk, but it’s not ideal for complex workflows as it has limited advanced functionality.

As an Atlassian Silver Solutions Partner, with two decades of sync experience, we integrate with Jira (Cloud & DC 5.x – 10.x) and all Zendesk versions, plus 70+ other tools. Our no-code, GUI-based configuration supports real-time, reliable synchronization across hundreds of Jira projects with organizations of Zendesk.

Hope it helps!

Josh_Unito · Answer

@Oscar Hernandez The native integrations typically only offer limited functionality. But there are a ton of third-party solutions out there (paid) that allow you to do pretty much anything you want. The scripted integrations require a lot of technical knowledge and maintenance.

Unito has a no-code 2-way integration for Jira and Zendesk that lets you automatically turn issues into tickets and vice-versa with support for all the fields you'd need.

Here's a guide I wrote on how to sync Jira issues with Zendesk tickets. It includes a video demo if you want to check it out.

Let me know if you have any questions! I can also set you up with a personalized demo with one of our integration experts.

Dhiren Notani_Exalate_ · Answer

Hi @Oscar Hernandez ,

Thanks for posting your question here!

I am Dhiren, one of the Solutions Engineers working at Exalate.

I would recommend you to try out a fully decentralized and bi-directional synchronization solution like Exalate for integrating Jira and Zendesk

With the Groovy based sync rules, you can choose what information to send and recieve between both the systems including system/custom fields, comments, statuses, attachments etc.

Let me know if you have any more questions or concerns.

Thanks, Dhiren