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Zendesk support

Often feature requests come in through our support channels.  In our previous JIRA software development project, we could link the JIRA ticket to a zendesk ticket through app integration.  Can I do the same with Product Discovery?

2 answers

2 votes
Tanguy Crusson
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Mar 02, 2022 • edited

Hi @Seth Mason , here you go: 

0 votes
Deleted user Jul 25, 2022

I haven't found a good way to get Jira and ZenDesk to play nice with a Discovery Project.

In our case, the integration would link ZenDesk tickets to the Jira ticket, and show an issue count. So at a glance I could see if a Jira ticket was linked to 100 ZenDesk tickets. Then I know in 2 seconds, wow, we have something going on here that I need to deal with.

Screen Shot 2022-07-25 at 4.15.11 PM.png

It would also show each ticket and provide a link to get straight to it.

Screen Shot 2022-07-25 at 4.15.27 PM.png

Huge timesaver to be able to have CS-insights at my fingertips.

Now I have to manually copy and paste 100 ZenDesk URLs as 100 insights on the ticket (that was a great suggestion from the video, btw).

However, I don't control our ZenDesk account, so adding my own labels and views isn't an option like in the video.

Indeed, Jira linking seems to work more effortless then Insights linking.

To add to this feedback: in the opposite direction (Zendesk -> JPD), the Zendesk ticket sidebar shows linked Jira issues, but no associated JPD ideas.
Screenshot 2022-10-10 105032.png

Or is there a JPD "App" for Zendesk that I can tell the Zendesk admin to install/configure?

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