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JIRA - Zendesk Integration Not Working

Tudor Hofnar

Just configured JIRA and have been using Zendesk for about 2 weeks now, but I can't seem to get the integration working...

I followed the steps here https://support.zendesk.com/entries/20560907-zendesk-for-jira-2-0-getting-started and set it up correctly. In Zendesk under Ticket Sharing I can see that my sending agreement is accepted (which I accepted from JIRA).

Now I went to a ticket in Zendesk and selected to "Share With" and shared my ticket with JIRA, however, it does not come up in JIRA? Any ideas why this is???

One thing I noticed, if I go to JIRA and navigate to Cloud Connections and select my connection to Zendesk and then hit 'Test' I get an error...

Failed to establish connection to remote system
No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://company.zendesk.com'

Now if in JIRA I go to Cloud Connections and select my connection then select Ticket Sharing, I see that the status with my Zendesk is 'accepted'. What could cause this problem??

Thanks for any help!

PS: I just noticed on the connection page that Receiver URL (JIRA) is a URL with HTTP: while Sender URL (Zendesk) is a URL with HTTPS:....could this have something to do with it?

Accepted answers

Richard Sloggett

I had 2 problems with my install. Firstly, make sure you always use https:// both ends, not http://. The other gotcha that I got bitten with was that if you are using your own domain for zendesk (e.g. support.mycompany.com rather than mycompany.zendesk.com) then that must be the domain you use on the JIRA end of the ticket sharing agreement.

The Diagnostics page is your friend here - use the Test button to make sure basic connectivity is working.

All comments

Tudor Hofnar

Redid the entire process and it seems to be working now.

Tudor Hofnar

Created a new project and redid the connection a few times now and tried to a ticket from Zendesk there, but that is not working. Tickets are not actually sent over to JIRA from Zendesk. In Zendesk my ticket says Shared with JIRA @ https://binarystream.atlassian.net (outbound) but iI still cannnot see it in

Is it because of the new project? I did the connection multiple times and followed the 2.0 guide so I'm sure I did it correctly.Ideas?

Tudor Hofnar

Anyone??

Richard Sloggett

The Diagnostics page is your friend here - use the Test button to make sure basic connectivity is working.

Richard Sloggett

We are evaluating Zendesk and are using the new UI (and JIRA ondemand) and it is working for us. Are you using your own domain - i.e. on the Account page in Zendesk configuration, Branding page do you have a value in the Host Mapping field?

Tudor Hofnar

Connectivity is working and I checked the https:// BUT I think I now know the problem....the Zendesk plugin is still in the works for the newest version according to a forum post on Zendesk. We are using OnDemand versions of both Zendesk and JIRA so I don't think there is much of a solution until they release the new version of the integration....Are you on the latest versions of both JIRA and Zendesk?

Richard Sloggett

I've had confirmation from Zendesk that there is no UI for issue type / project selection yet - that is coming in the new UI. But we definitely have the basic sharing working. Have you set the default project/issue type and requester in the JIRA end of the configuration?

We too have 2 pending sharing agreements (from typos) Doesn't seem to cripple it for us. I would suggest logging a support request with Zendesk - they have helped us get up and running today.

Kristof De Loof

This one worked for me: http://www.jusuchyne.com/codingforme/2012/11/integrating-jira-ondemand-with-zendesk/

Kristof De Loof

What I just noticed: it doesn't work if you don't fill in the default reporter!

Roma shah

We are a company specializing in integration of Zendesk and JIRA.Following is our website and youtube video on how its easy to integrate Zendesk and JIRA with our Cloud Integration solution without installing any widgets.Can work with any JIRA version On Premise as well on Demand

Following is our site and videos.

www.fusionbussolutions.com

http://www.youtube.com/watch?v=eh6SdLNzC40

Change the quality to 1030p if the video is not clear.

Roma shah

Hi All,

I am Chirag Shah and i am founder of IntegrateCloud Inc (www.integratecloud.com) and we have launched a product which allows seamless connection between Zendesk and Atlassian Jira.I would really appreciate if you can go through this overview video and try free for 30 days on our website (www.integratecloud.com).Please use google chrome or Mozilla or IE10.