December 5, 2022

Jira and Zendesk Integration video with ZigiOps

Transfer Zendesk Support tickets to Jira tasks and vice versa instantly

Videos
Jira
Zendesk

Use Case: Sync Zendesk Tickets with Jira Issues

Organizations often use Zendesk for customer support and Jira for issue tracking and development. A common integration scenario involves transferring Zendesk support tickets into Jira as development tasks or bugs.

Scenario:
The helpdesk team receives a ticket in Zendesk reporting a technical issue. Upon analysis, they determine it’s a bug and must escalate it to the DevOps team in Jira.

With ZigiOps, this process becomes automatic:

  • A Jira issue is created from the Zendesk ticket
  • Updates sync in real time or at custom intervals
  • No manual input is required
  • All logs, attachments, and comments transfer seamlessly
  • Bi-directional updates ensure both teams stay aligned

This setup improves defect tracking, change request management, and cross-team collaboration.

Integration Setup with ZigiOps

1. Install ZigiOps

  • Available as both iPaaS and on-premises
  • Quick, 5-minute installation
  • No-code platform: no coding or changes to existing systems
  • Fully compliant with strict security policies

2. Login and Dashboard

  • Secure login with username and password
  • Dashboard provides a view of:
  • Connected systems
  • License status
  • Active integrations and health checks

3. Choose Integration Template

  • Navigate to the Integration Templates Gallery
  • Search or filter for Zendesk → Jira template
  • Load the template with one click

Connect Zendesk and Jira

Zendesk Connection Requirements:

  • Authentication: Basic Auth, Bearer Token, or OAuth
  • Proxy support if needed

Jira Connection Requirements:

  • Instance URL
  • Username and Password
  • Optional proxy configuration

Once connected, ZigiOps retrieves metadata for both systems.

Zendesk to Jira: Integration Configuration

Define Systems and Entities:

  • System 1 (source): Zendesk
  • System 2 (target): Jira
  • Select and map entities (e.g., tickets to issues, comments, attachments)

Supported Actions:

  • Create Jira Task
  • Update Jira Task
  • Backsync to Update Zendesk Ticket

Triggers, expressions, and advanced conditions allow precise customization:

  • Polling frequency (e.g., every 60 seconds)
  • Field-level mapping and transformation
  • Logic-based execution (e.g., only escalate if priority = High)

Advanced Field Mapping

  • Define which fields to sync and when
  • Match field types and values between Zendesk and Jira
  • Use expressions to dynamically format or transform data
  • Customize sync behavior based on business rules

Bi-Directional Sync

  • Updates in Jira (status, comments, attachments) sync back to Zendesk
  • Real-time feedback loop keeps support and development teams aligned
  • Ensures full visibility and consistency across platforms

Conclusion: Streamline Support and Development Collaboration

Integrating Zendesk with Jira via ZigiOps allows support and engineering teams to work as one.
The integration:

  • Reduces manual effort
  • Accelerates bug resolution
  • Improves customer response time
  • Increases visibility and accountability

With its no-code approach, pre-built templates, and real-time syncing, ZigiOps is the ideal integration platform for bridging support and development environments.

Ready to automate your Zendesk–Jira workflow? Book a demo today and see ZigiOps in action.

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