This is Majid @ Exalate.
I am not sure how you are integrating between Jira and Zendesk, and hence, would not really be able to answer the question directly. We, at Exalate, have created an integration solution between different ITSM systems which has the possibility of endless customization. You can get a template loaded using our scripting engine as well as get all the usual benefits of a bi-directional synchronization between Jira and Zendesk.
Please feel free to book a customized demo if you would like to see the product in action.
@Magda Biskup hi there! Perhaps a bit more clarification would be great. If connected, it should load in Zendesk. How are your systems connected and what is their connection (one or two-way)? Perhaps a tool that can help you connect the two bi-directionally, transfer data between them & keep them synced in real-time might be of some help? Take a look at ZigiOps. It's a no-code tool that can be tweaked to fit various use cases. It can help you sync the tickets between the two systems in a few clicks. Feel free to take a look at it and if you think it would be useful- book a demo to see it in action.
Regards, Diana (ZigiWave)