Is automatic linking of Zendesk Ticket and Jira Ticket possible?

[Justine]

I have a set of rules on Zendesk that when triggered it will automatically route the ticket to Jira. Problem is that I want the routed ticket to be automatically Linked to that Zendesk Ticket where it came from. The linking process can be done on Jira App for Zendesk but in a manual way. Is there a way to do it like once Zendesk forwards the ticket to Jira it's automatically Linked to the Zendesk ticket where it came from?

[Dhiren Notani_Exalate_]

Hi @Justine  

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between Zendesk and Jira (among other ITSM systems) that is fully customizable. It is easy to set up and the entire customization can be configured using a no-code interface. 

If you would like to see a customized demo of the product in action, feel free to book a slot with us. 

Thanks
Dhiren

[Mohamed Benziane]

Hi,

I think you will need a plugin like Exalate for that.

[Margaret Boisvert]

A tool is not required.  The way I have handled this is to have a trigger that calls a webhook to create the Jira ticket.  I have a field in Jiira to capture the Zendesk ticket number.  On the Jira side, I have an automation that when a ticket is created, if the Zendesk Ticket Number field is not empty it calls the Zendesk api/services/jira/links API and creates a link between the 2 tickets

[Sambasivaji Maganti]

@Margaret Boisvert Can you please share automation rule?

[Sambasivaji Maganti]

I wanted to implement the same rule in my instance.

[James Tam]

@Sambasivaji Maganti I needed something similar and figured it out yesterday. Hope this helps you or anyone else from a Google search.

My requirements don't include a custom field but you can certainly use this as a starting point:

1. Generate Zendesk API token (https://yourdomain.zendesk.com/admin/apps-integrations/apis/zendesk-api/settings)
2. Encode "user@domain.com/token:tokenFromStep1" in base64 (Google search or this may help https://gist.github.com/brandonmwest/a2632d0a65088a20c00a)
3. In Jira automations, make a web URL request action with the following URL: https://yourdomain.zendesk.com/api/v2/jira/links?filter[issue_id]={{issue.id}} (check documentation here: https://developer.zendesk.com/api-reference/ticketing/jira/links/#list-links), GET Issue data (automation format), Header is "Authorization" and "Basic <output of step 2>"
4. Checkbox the Delay execution option
5. The Zendesk ticket ID is {{webResponse.body.links.ticket_id}}

Then you can modify an automation rule to fill some custom field with step 5.

[danyal.khan]

Hi @[deleted] in your step 3 can you please guide me how can I create a Web URL request action in Jira automation?

I want to create Jira tickets for any ticket created in Zendesk with all the details and attachments

• I can just see these options while setting up Rules but not to create a web URL here <domain>/jira/settings/automation#/rule/new/__NEW__COMPONENT__f7ccab41-a050-405b-8127-ce89761edc4b

• Secondly, I tried to add a Webhook in Jira but that doesn't have this option as well
• I didn't got much help from this link as well https://developer.zendesk.com/api-reference/ticketing/jira/links/#json-format
• Your guidance in this matter will be really helpful, Thanks

[danyal.khan]

Hi James Tam, can you please help me in Step 3 to make a web URL request action in Jira automation, currently I can not find an option for it

https://<mydomain>/api/v2/jira/links?filter[issue_id]={{issue.id}}

Where can I use these fields GET Issue data (automation format), Header is "Authorization" and "Basic <output of step 2>

Secondly, I tried to create a Webhook as well, but couldn't find this option there

[James Tam]

Hi @danyal.khan , the "Send web request" (maybe this was renamed?) is an Action, not a trigger. The trigger can be on a schedule, when Issue is updated or created, etc.

I would checkbox the "Hidden" option as well. I left it unchecked for demonstration (it replaces the text with asterisks".

Hope this helps!

[danyal.khan]

Thanks @James Tam may be the action name is renamed because I can not find 'Send Web request' anywhere.

Yes, triggers is coming by default when trying to add an automation rule.

One related rule I saw is Incoming Webhook, but this is a totally opposite case, that is to post from Zendesk and receive it there, but not working with this as well.

I am still hoping to find 'Send Web Request' action in the Automation rule. Can you please help me find if it's name is changed? So I can Get the Zendesk ticket. Thanks

[James Tam]

@danyal.khan it doesn't appear as an "Action"? (Not "Trigger")

[danyal.khan]

@James Tam I found the action finally

It comes on selecting  'Incoming Webhook' component. Then I selected Send Web Request, then I selected Create an issue action

Have setup the Send Web Request action and a Webhook in Zendesk , let's see how it works

Any other advise and suggestion will be appreciated. thanks

[James Tam]

Hmm, it shouldn't only be available when selecting the Trigger "Incoming webhook" because you wouldn't always need a webhook for zendesk. But if that flow works for you it's fine. Curious, does it appear when selecting the Trigger for "Updated issue", or anything else?

[Diana_Architect_ZigiWave]

@Justine hi there! It is possible. A tool like ZigiOps can help you automatically connect Zendesk and Jira, bi-directionally. The tool can sync the two systems automatically and transfer any type of data. It can be customized to fit your use cases - you can tweak it to link any of your Zendesk tickets automatically to Jira and keep them up-to-date in real-time. Feel free to look at it and even book a demo to see how it can handle your use case.

Regards, Diana (ZigiWave)