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Jira Service Desk integration

Related products:Support
  • June 29, 2021
  • 2 replies
  • 9 views
a.ercolani

Writing here as suggested by Ludwig Parma from Customer Advocacy Team on ticket https://support.zendesk.com/hc/requests/6731891 

I configured the plugin and I can raise issues from Zendesk to both Jira Support projects and Jira Service Desk projects.
In Jira Support, I can see the "Zendesk Support" tab and I can enter a comment and the comment is sent to Zendesk correctly.
In Jira Service Desk, the "Zendesk Support" tab is not shown at all.

Is Jira Service Desk going to be supported by your plugin? If so, when?

Thanks

    2 replies

    D
    • D.Cooper
    • November 7, 2021

    Great question! I'm also looking for this.

    Sean26
    • Sean26Employee
    • Employee
    • November 17, 2021

    Hi @a.ercolani and @d.cooper

    Thank you for your feedback, I've captured this feedback alongside similar requests we've seen for Jira supporting Service Management.

    At this stage, Jira Service Management is not officially supported by the Zendesk Jira plugin. The core functionality of Jira Service Management which are built upon Jira (i.e. creation of tickets from Zendesk, workflows, etc.) continue to work as expected, however newer functionality which was introduced with Service Management (and its associated APIs, such as request types) are incompatible with the existing plugin.

    @a.ercolani, you noted that you're not seeing the Zendesk Support tab in Jira Service Desk? Is this the case for all ITSM ticket types, or only specific types? 

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