Limiting issue types within Zendesk integration?

[Kim P]

Is there a way to limit the issue type choices available within the Zendesk/Jira create issue integration?  For example we have 5 issue types available for a specific project, however, Zendesk users should only be using 2 of the options.  Seems the create issue screen in zendesk shows all available options for that project.  The only thing I've been able to find is that I'd have to remove them at the project level, which isn't an option as I need them for Jira users.

[Michael Davies]

Hi @Kim P , did you ever find a solution? We've got the same problem. 

[Kim P]

Unfortunately not.  We still struggle with this daily as a single project has issue types that are meant for the ZD integration and others for Development.  Our support users continue to utilize incorrect issue types.  The only thing we were able to do in Jira was implement a filter for the incorrect combinations(example...creator Zendesk, issue type Dev Improvement) and have that subscription sent to team leads daily to correct(move) the issue type to the correct one(bug). Not ideal, would love to see some sort of enhancement for this in the app config, similar to how there are restricted projects, have a "restricted issue types".

[Tiago Cardoso]

As of Jan 2025, there is no functionality in Jira Cloud to restrict what issue types specific users could create, so the problem still persists.

I see two possible workarounds:

Option A: intermediate project

• Set every zendesk user to be in a specific (support) jira group
• Create "support" projects with only the issue types I want
• Restrict the support jira group to have "Browse projects" access only on these support projects
• From there, issues created in these "intermediate" projects could then be triaged and moved to other jira projects or issue types by the team using jira

Option B: Automation to force the issue type

• Set every zendesk user to be in a specific (support) jira group
• Restrict the support jira group to have "Browse projects" access only in the projects I want them to see
• Any issues created from the support group to be moved to support issue type using automation

Option A feels clumsier but works in case you expect more than one issue type to be raised. Option B is more elegant but only works with a single support issue type.

Edit: It seems there's an Option C, using dedicated integration user option in Zendesk. This option could enable better access to the jira integration as it's based on a concrete Jira user (in comparison to the default zendesk integration that is based on addon role.