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:

• Instance URL (e.g., https://example.zendesk.com)

• 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.