JIRA - Zendesk Integration Not Working

[Tudor Hofnar]

Just configured JIRA and have been using Zendesk for about 2 weeks now, but I can't seem to get the integration working...

I followed the steps here https://support.zendesk.com/entries/20560907-zendesk-for-jira-2-0-getting-started and set it up correctly. In Zendesk under Ticket Sharing I can see that my sending agreement is accepted (which I accepted from JIRA).

Now I went to a ticket in Zendesk and selected to "Share With" and shared my ticket with JIRA, however, it does not come up in JIRA? Any ideas why this is???

One thing I noticed, if I go to JIRA and navigate to Cloud Connections and select my connection to Zendesk and then hit 'Test' I get an error...

Failed to establish connection to remote system
No ticket sharing agreement exists between this JIRA instance and the specified Zendesk account 'http://company.zendesk.com'

Now if in JIRA I go to Cloud Connections and select my connection then select Ticket Sharing, I see that the status with my Zendesk is 'accepted'. What could cause this problem??

Thanks for any help!

PS: I just noticed on the connection page that Receiver URL (JIRA) is a URL with HTTP: while Sender URL (Zendesk) is a URL with HTTPS:....could this have something to do with it?

[Richard Sloggett · Accepted solution]

I had 2 problems with my install. Firstly, make sure you always use https:// both ends, not http://. The other gotcha that I got bitten with was that if you are using your own domain for zendesk (e.g. support.mycompany.com rather than mycompany.zendesk.com) then that must be the domain you use on the JIRA end of the ticket sharing agreement.

The Diagnostics page is your friend here - use the Test button to make sure basic connectivity is working.

[Richard Sloggett]

We are evaluating Zendesk and are using the new UI (and JIRA ondemand) and it is working for us. Are you using your own domain - i.e. on the Account page in Zendesk configuration, Branding page do you have a value in the Host Mapping field?

[Tudor Hofnar]

Connectivity is working and I checked the https:// BUT I think I now know the problem....the Zendesk plugin is still in the works for the newest version according to a forum post on Zendesk. We are using OnDemand versions of both Zendesk and JIRA so I don't think there is much of a solution until they release the new version of the integration....Are you on the latest versions of both JIRA and Zendesk?

[Richard Sloggett]

I've had confirmation from Zendesk that there is no UI for issue type / project selection yet - that is coming in the new UI. But we definitely have the basic sharing working. Have you set the default project/issue type and requester in the JIRA end of the configuration?

We too have 2 pending sharing agreements (from typos) :) Doesn't seem to cripple it for us. I would suggest logging a support request with Zendesk - they have helped us get up and running today.

[Tudor Hofnar]

Nope, no value in the Branding page. I am also using OnDemand versions of both JIRA and Zendesk. The weird this, is that I had this working last week but now that I tried creating a new connection its not working...I have 2 pending agreements in Zendesk and one that is accepted and I can't delete the pending ones so I wonder if that could be the issue.

Question for you: when you select share ticket with JIRA in Zendesk are you prompted to select the project? When the connection was working for me, last week, I did not get this prompt...the ticket was just sent to the demo project.

[Tudor Hofnar]

Well I'm glad to know it works to some extent! I have submitted a request to them this morning and waiting to hear back. In JIRA I have set up the default project the tickets should go to and requester...does the requester have any connection to Zendesk? I mean does it need to be the same user as in Zendesk or will the tickets coming from Zendesk be shown as requested by the user that you select in that JIRA field. I basically made the requester the administrator in JIRA but in Zendesk the requster is someone else...

[Tudor Hofnar]

This is what I found in a long string of comments on Zendesk from one of the Zendesk guys

"Hi guys, I apologize again for the confusion this is causing.

In new Zendesk, the JIRA integration does not yet support ticket sharing that we supported in Classic. We are working on updating the JIRA integration in new Zendesk to work with ticket sharing. When that occurs, you will be able to do just as you would in the classic UI -- select your option to share with JIRA, at which point you can select the project and issue type for new issue creation in JIRA.

@Marcus @James @Duran, yes, your issues are related to the JIRA integration not being fully ported over to the new Zendesk."

I posted a comment for an ETA today but no reply yet. BTW that comment is from October 8th.

[francis]

(I'm part of the Exalate team - and this is a pitch for Exalate)

Another option next to the Zendesk for Jira add-on is Exalate for Zendesk which provides a number of additional benefits

Interested?
Book a demo here, or check out our documentation

[Carl Partridge]

When you issue the ticket sharing invite from ZenDesk to JIRA, instead of jira.yoursite.comtry this:

jira.yoursite.com:8080

That solved it for me.

[Roma shah]

Free Zendesk Connector now released on Atlassian Marketplace:

https://marketplace.atlassian.com/plugins/integratecloud.com

[Roma shah]

Hi All,

I am Chirag Shah and i am founder of IntegrateCloud Inc (www.integratecloud.com) and we have launched a product which allows seamless connection between Zendesk and Atlassian Jira.I would really appreciate if you can go through this overview video and try free for 30 days on our website (www.integratecloud.com).Please use google chrome or Mozilla or IE10.

Youtube URL (Overview on Connecting Zendesk and Jira)

https://www.youtube.com/watch?v=rpxTq9_uvlk

Our website:

www.integratecloud.com

[Roma shah]

Hi

We are a company specializing in integration of Zendesk and JIRA.Following is our website and youtube video on how its easy to integrate Zendesk and JIRA with our Cloud Integration solution without installing any widgets.Can work with any JIRA version On Premise as well on Demand

Following is our site and videos.

www.fusionbussolutions.com

http://www.youtube.com/watch?v=eh6SdLNzC40

Change the quality to 1030p if the video is not clear.

[Kristof De Loof]

What I just noticed: it doesn't work if you don't fill in the default reporter!

[Kristof De Loof]

This one worked for me: http://www.jusuchyne.com/codingforme/2012/11/integrating-jira-ondemand-with-zendesk/

[Tudor Hofnar]

Anyone??

[Tudor Hofnar]

Redid the entire process and it seems to be working now.

[Tudor Hofnar]

Created a new project and redid the connection a few times now and tried to a ticket from Zendesk there, but that is not working. Tickets are not actually sent over to JIRA from Zendesk. In Zendesk my ticket says Shared with JIRA @ https://binarystream.atlassian.net (outbound) but iI still cannnot see it in

Is it because of the new project? I did the connection multiple times and followed the 2.0 guide so I'm sure I did it correctly.Ideas?