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JIRA Service Desk and Zendesk update

Mamdouh Elbittar

Hi All ,

We have JIRA service desk setup and one problem we are facing is that when some of our customers reply back to us using the their Zendesk ticketing system that these update are not being picked up by JIRA Service Desk through the email channel

This is only happens when we get update from the customer through their Zendesk application.

Thanks

Mamdouh Elbittar

Accepted answers

Nic Brough -Adaptavist-

What is the format of the emails Zendesk is sending to Jira? Is it in a form JIRA can process?

All comments

Nic Brough -Adaptavist-

What is the format of the emails Zendesk is sending to Jira? Is it in a form JIRA can process?

Mamdouh Elbittar

Hi @Nic Brough [Adaptavist],

It comes in the following format to the inbound email created

##- Please type your reply above this line -##

Your request (#30905) has been updated. You can reply to this email, or click the link below:
http://panaceamobile.zendesk.com/requests/30905

Nic Brough -Adaptavist-

That's not going to work as a reply as it doesn't contain the JIRA issue references required to tell JIRA which request they are talking about.

In fact, I'd expect that to be creating new requests in Service Desk. If it's not, then take a look through https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html to see what needs debugging.

francis

Hi,

In the meantime, other solutions than email can be used to integrate Zendesk with Jira. There is, of course, the out of the box Zendesk solution which is free. If you need additional features such as native comment synchronisation, and the capability to set the organisation in the service desk - have a look at Exalate

(I'm with the Exalate team)

It provides a number of capabilities such as

* Multiple bidirectional connections
You can link a single Zendesk instance with multiple other instances (Jira (all deployment models), ServiceNow, Github, ... and more to come), or link a single Jira with multiple Zendesk instances (or any permutation you can imagine)

* Completeness
Whenever you exalate an issue to Jira, you can send over the complete ticket history (all comments, descriptions ...). And comments are copied over as if they have been created locally. Status synchronisation is possible also on Jira Server

* No dependencies between the different instances
The target project is selected on the Jira side. Whenever you need to make a change in your Jira configuration - you can do it without affecting the synchronisation agreements.

Let us know if you would like to see it in action - we're here to demo the capabilities of Exalate and to discuss your requirements - just select a convenient timeslot here

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