Zendesk + JIRA (Separate or same JIRA Project?)

[ZIming Lan]

Hi,

Was setting up JIRA + Zendesk integration and was wondering in your experience which approach is usually better

1. A project called 'Support' that handles all the support issues that are sent to JIRA (And if the problem is serious enough then I transfer the issue to the relevant project)

or

2. Just let the agents send the technical issue that they are unable to answer to the relevant project

[AgentSmith]

Greetings!

From my experience working in support, centralizing information specific to support requests is a good approach. Additionally, grouping together issues can serve to quickly identify trends that you might not have been aware of when distributed to various projects (although you could leverage filters to search).

On the flip side (and there may be additional cons), the delegation aspect leaves a bit of a manual effort unless of course the criteria for issues being deemed as "serious enough" are exceptions and not the norm.

You could probably get away with trying out either scenario, then make the switch to the approach that best works for your organization from trial and error (for a lack of better words).

Hope this helps and good luck to you! :)

Cheers,
Jason | Atlassian