Jira – Zendesk Support Integration

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Data Types: Jira Issues / Zendesk Tickets

Zendesk (Tickets) Jira (Issues)

Zendesk Support Jira Integration Use Case

The helpdesk team receives a new incident in their Zendesk Support queue. They find out that the problem results from a software bug, i.e. the DevOps team needs to handle it.

Thanks to ZigiOps, they don’t need to open Jira and manually create a ticket for the bug. The integration platform creates it automatically and updates it every minute, which guarantees a smooth application lifecycle management (ALM).

The communication between the helpdesk team and the developer working on the bug is now extremely easy, as it doesn’t require any additional tools. Everything happens in the comments. ZigiOps syncs log files, traces, issue links and all other attachments. This helps streamline defect tracking and resolution, and it also improves change request management.

Once the developer fixes the issue, ZigiOps updates the Zendesk incident instantly. The end customer receives a notification that you’ve resolved their issue—and everyone is happy.

Challenges for Zendesk Support and Jira users

Zendesk Support is a popular help desk and customer support application, which many companies use to manage incoming queries. It allows you to efficiently handle tickets and forward customers’ requests to the right teams. Jira Software is a widely used DevOps system used to plan and manage software development projects, bug fixes, and services.

Companies sometimes use both systems to dispatch tasks and tickets to different teams and departments, manage resources, and plan and execute projects. To do that successfully, both apps need to be synchronized in real-time, and data flow between the two needs to be quick and efficient. If you’re using the two platforms without an integration that lets them speak to each other, you risk creating informational silos, duplicated records, or collecting incomplete data from disparate sources. This can cause customer support tickets to be handled incorrectly, or slower than expected.

How do we solve them?

An integration platform that syncs data between Jira and Zendesk Support helps you improve the efficiency of both your help desk and your development teams. With it, you can set up a seamless end-to-end data flow, streamline cross-team collaboration and solve issues faster than ever before.

With ZigiOps’ customizable templates, you can integrate Jira and Zendesk Support in a few clicks, and start using your integration right away. Set up your integration by using our predefined actions, conditions and transformations, and deploy it immediately.

Connect the different parts of your software ecosystem to help your teams work better together and eliminate manual work. Optimize and simplify your workflows and processes with our powerful no-code integration between Zendesk Support and Jira.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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