"The connection between JIRA and Zendesk Support was interrupted"

Alexander Stoecker
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January 13, 2023

If I attempt to view any linked Zendesk tickets within JIRA, I get the following error message:

The connection between JIRA and Zendesk Support was interrupted

You need to disconnect the linked Zendesk Support account and connect again using a Zendesk user with administrator privileges.

 

This was never an issue and stopped working randomly early this morning. Do we know what could have caused it, and how to fix it? As far as my team knows, nothing was changed on the JIRA admin or Zendesk sideScreen Shot 2023-01-13 at 10.44.13 AM.png

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Brant Schroeder
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January 13, 2023

@Alexander Stoecker Welcome to the Atlassian community

Have you followed the instructions and set up the connection again?   My guess is that administrators may have changed in Zen Desk recently or the account it was setup on no longer has proper permissions.  Since both products are cloud-based it could have been an update on either system that broke the connection (Less likely).  Regardless the connection needs to be fixed and you should follow the instructions to rectify it.  

Ynah Marie
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January 29, 2023

Hi, Brad! We recently got this error as well; the tech person who set up our Jira integration is still with us and he checked-- no error on the Zendesk end as far as we can see. We didn't unauthorize his account. :) 

Is the only suggested troubleshooting process to switch the integration off/on again? Thanks.

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Ynah Marie
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January 31, 2023

Hi, @Brant Schroeder

We've tried toggling the integration on and off, as well as trying via another ZD Admin account, to no avail. :( Do you have any other troubleshooting tips we could try? Would be much appreciated. Thank you!

Brant Schroeder
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February 3, 2023

@Ynah Marie I would suggest submitting a support issue to Atlassian.  https://support.atlassian.com/contact/ 

Oscar Hernandez
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July 30, 2024

Too late for this post but in case someone else runs into this problem - it is because the user on the Zendesk side who created the integration - his account used to be Admin and he was changed to something OTHER than admin.    So you need to find out who setup the integration then turn that account in Zendesk back to Admin or recreate the integration with an account that has Admin access on the Zendesk side.

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