Jira/Zendesk Integration - urgent Zendesk migration question

[Michael Schmaldienst]

We are about to perform a migration from a single brand instance of Zendesk to a multi-brand instance of Jira and are struggling to get an answer to what will happen to our Jira links following the migration given the situation below:

Multibrand Zendesk (migrating to this) current status - There are multiple underlying brands in here with the Jira integration tied to a single, specific Jira instance (not ours).

Single brand Zendesk (migrating from this) current status - In this instance, the Jira integration is tied to our own specific Jira instance (which is different than the Jira instance the Zendesk instance we're moving to currently points to). 

Desired final status in Multibrand post-migration - All other brands pointing to their own Jira instance, while our brand's tickets still point to our standalone Jira instance.

Is the desired final status above possible, or does the Jira integration only allow Zendesk to point to a single Jira instance? 

We are having a very difficult time getting answers from Zendesk or our Zendesk migration partner on this, and we're migrating to the new instance this week. 

[Oday Rafeh]

Hi @Michael Schmaldienst

It is possible to have the desired final status in the Multibrand instance post-migration.

The Jira integration in Zendesk allows for each brand to be configured to use a different Jira instance.

In your case, you can configure your brand to continue using your specific Jira instance while the other brand's point to their own Jira instances.

To achieve this, you will need to update the Jira integration settings in the Multibrand instance after the migration is completed.

You can configure the integration to use the specific Jira instance for your brand's tickets, while the other brands are configured to use their respective Jira instances.

It is recommended to test the Jira integration in the Multibrand instance before migrating all the data to ensure that the integration is configured correctly.

Regards 

Oday

[Michael Schmaldienst]

Thank you. That's encouraging. We lost our Sys Admin, so we are trying to cover knowledge gaps as best we can. Would you agree that this set of instructions is an accurate configuration resource, or is there a better instructional resource available for configuring?

https://support.zendesk.com/hc/en-us/articles/4408837969946-Setting-up-the-Zendesk-Support-for-Jira-integration#topic_nr5_pyr_dw

[Michael Schmaldienst]

What we believe we're finding is that the configuration occurs from the Jira side...that we should not have to touch the Zendesk side of the Jira integration. Does that ring true based on your experience?

[Oday Rafeh]

@Michael Schmaldienst

These instructions seem to be a helpful resource for configuring the Zendesk Support for Jira integration.

It is correct that the configuration occurs from the Jira side, and you should not have to touch the Zendesk side of the Jira integration.

If you encounter any issues during the configuration process, it may be useful to refer to the Zendesk Support documentation as well. Additionally, testing the Jira integration in the Multibrand instance before migrating all the data is a good practice to ensure that the integration is configured correctly.