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

Question

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

Misha Dennis · Answer

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

Misha Dennis · Answer

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 · Answer

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.