Jira Zendesk Integration: How To Connect Jira and Zendesk Bidirectionally

This article was written by Ugochukwu Ezenduka .

Here is a common Jira Zendesk integration scenario in some organizations:

The support team is using Zendesk to handle customer service and interface with end users about issues. The development team is using Jira as a work management tool for tasks, bugs, and other issues.

The main challenge with this use case is that using different platforms makes it difficult for teams working on the same problem to share information. To bridge this gap and ensure teams are on the same page, managers need a Jira Zendesk integration tool.

Before choosing a solution, you need to ensure it meets all compatibility requirements.

Still don’t know how to get started? Come along as we explore how to set up a two-way Jira Zendesk integration.

Consider These Factors When Choosing an Integration between Jira and Zendesk

To guarantee a hitch-free experience when using an integration solution to connect Zendesk and Jira, here are some factors to consider.

• Compatibility: The first thing to do before committing to any integration solution is to find out if it is compatible with both platforms. Some third-party integrations work on Jira but not on Zendesk. So, look out for a solution that goes both ways.

• Reliability: The solution should be able to handle outages, crashes, and network issues easily. Let’s say the Zendesk API maxes out or stops responding; the third-party integration should be able to queue the data and continue the transfer once the connection is restored.

• Decentralization: Keeping your Zendesk Jira integration decentralized will help your organization stay within an isolated, single-tenant architecture. This gives teams the autonomy and security to control what goes through their system.?

• Flexibility: Your preferred integration should be able to adapt and scale to your needs. Say the ticket volume from Zendesk increases after a new feature launch. The integration solution should have the architectural flexibility to accommodate the increased workload.

• Pricing: Keep an eye on the price tag when going for a third-party solution. The secret sauce is to strike a balance between available features and subscription fees. Compare the pricing of multiple trusted iPaas solutions before paying for one.

How to Integrate Jira and Zendesk in 4 Steps

For this demonstration, we’ll use Exalate because it meets all the criteria mentioned earlier.

Besides, it supports three configuration modes: Basic Mode (no-code for basic use cases), Visual Mode (drag-n-drop interface), and Script Mode (low code for ultimate customization).

To set up your Zendesk Jira integration, you first need to install Exalate on both instances. You will then have full control of your incoming and outgoing data.

Step 1 – Install Exalate on Jira and Zendesk

You can find Exalate on both the Atlassian and Zendesk marketplaces.?

Install Exalate on Jira:

1. Go to the Atlassian marketplace.
2. Search for “Exalate Jira Issue Sync & more”.
3. Click “Try it free”.
4. Choose whether to install it on the Cloud, Server, or Data Center.
5. Click “Start free trial.”

To follow a more detailed guide on installing Exalate on Jira Cloud, check out this complete installation guide. To install Exalate on Jira on-premise, follow this one.

For Zendesk:

1. Go to the Zendesk marketplace.
2. Search for “Exalate”.
3. Click “Install”.
4. Choose the account you want to install Exalate on.
5. Click “Install” again.
6. Complete authorization and verify your instance.

To learn more about Exalate installation on Zendesk, read the full installation guide.

Exalate is installable on Docker-compatible operating systems and RPM-based Linux. You can also run the application on VMware, VirtualBox, and other virtual machines.

Step 2 – Set Up a Connection Between Jira and Zendesk

With Exalate installed, you can start your connection from either Jira or Zendesk; the process is identical.

Go to your Exalate Console and click “Connections” on the main dashboard on your left.

Click “Initiate connection.” Enter the destination URL. The system verifies if Exalate exists on the other side, and a confirmation pop-up appears.

If you don’t have a URL, click the “I don’t have a URL” button and follow these instructions.

You can see three configuration types: Basic, Visual, and Script. We’ll go through each mode separately.

Basic Mode Connection

To set up a connection using default templates, here are the steps to follow:

Select “Basic Mode”. Click on “Yes, I have admin access” and then click “Initiate”.

Choose the project you want to sync from the dropdown menu and click “Confirm”. Enter the issue key and click “Exalate” to establish the connection.

All done here.

Visual Mode Connection

To set up a Visual Mode connection, here are the steps to follow:

Select “Visual Mode”. Enter the name (for local and remote instances) and description of the connection. Click “Next”.

Click on the “Verify admin access” button. Click “Accept” to allow access. The system will redirect you to the main connection screen. Wait for the connection to be set up.

Click “Configure sync”.?

Select the synchronization conditions and click “Save” to implement them.?

On the next screen, you’ll see the default mappings. You can drag and drop them to change their order. You can also add your own custom mapping or script.

Click the “+ Add mapping” button. Configure the fields. Click “Save”.

To add a custom script, click the ?? arrow next to the “Add Mapping” button. Then click “Add script”.

Enter your scripts and rules in the text area. To find out more about scripting rules in the visual mode, read this guide.

Script Mode Connection

Follow these steps to set up a Script Mode connection:

Select “Visual Mode”. Enter the name (for local and remote instances) and description of the connection. Click “Next”.

On the next screen, click on “Copy invitation code” to copy the code to your clipboard.

Go over to the Exalate console on the other side. Click “Accept invitation” and enter the code into the text field.?

Click “Next” then select a project, and click “Confirm”.

That’s all. Your connection will appear on the dashboard with an “Active” status. If the other side is not responding, you’ll see the “Pending” status.

Step 3 – Configuring the Sync Rules

Go to the Script Mode connection you just created. Click on “Edit Connections” and go to the “Rules” tab.

You’ll see two text fields with code labeled “Incoming sync” and “Outgoing sync”.

That’s where the magic happens. This scripting control uses the Groovy syntax to control what goes out and what comes in from both the Jira and Zendesk sides.

The customization and configuration possibilities are limitless. Read this guide to get started with some script helpers.

After writing new rules, click “Publish” to implement them in the sync.

Step 4 – Setting Up Automated Triggers

Exalate triggers use Jira Query Language (JQL) for Jira and Zendesk search syntax for Zendesk. These triggers help automate integrations. You can use them to control syncs in bulk.

Let’s create a trigger on the Jira side.

Go to the Script Mode connection you just created. Click on “Edit Connections” and go to the “Triggers” tab.?

Click the “+ Create trigger” button and a pop-up window will appear.

Select the entity type, enter notes, and set the conditions. Then, toggle the trigger to “Active” before clicking the “Add” button.

You’ll see your active trigger on the list.

To create a trigger in Jira, click here. To set up one in Zendesk, click here.

Why Integrate Jira and Zendesk?

Using an integration solution to connect Jira and Zendesk allows you to exchange information between both platforms.?

By default, Jira and Zendesk are incompatible—which means they can’t share information.?

That’s where an integration solution comes in. You need a third party to connect the APIs of both Jira and Zendesk in order to extract and transfer information.?

With the help of this Zendesk Jira integration solution, users can sync information about tickets, issues, incidents, and many more. This effectively bridges the compatibility issue and saves users the time they’d have spent moving this data back and forth manually.

Here are some common use cases and benefits of Jira Zendesk integration:

#1 – Connecting support agents and developers

We’ve explored this scenario earlier, but I’ll go into further detail.?

Customer service agents can create tickets about customer complaints or incidents, outlining the bug description and other vital information. If the issue requires the attention of developers, they can escalate it instantly.?

Now, the integration solution (Zapier or Exalate) will replicate the Zendesk ticket on Jira by transferring data from the fields based on your instructions.

Once the developers are done working on the bug, they can close the ticket on Jira, and the integration tool will signal the agents on Zendesk that the issues have been resolved.

#2 – Streamlining Marketing and Design Efforts

Marketers and customer outreach specialists interface with customers to find out their concerns. Then, designers will convert these insights into features or prototypes.?

As both teams work on the same issue, an automated integration solution can help both sides share detailed descriptions, comments, and attachments.?

By customizing the outcoming and incoming data going both ways, the co-dependent teams can streamline the data they share to target specific interest areas and pain points.

#3 – Connecting Cross-Company Teams

So far, I’ve focused on teams within the same organization. But what of teams from different companies with disparate data cultures??

That’s where a custom integration solution like Exalate comes in. Companies can use Exalate’s advanced scripting engine to configure their syncs. This will give them granular control over what data goes out and what comes in.

This solution is ideal for cross-company collaborations and integrating managed services providers, where moving to a different work management system is out of the question.?

Use Exalate to Integrate Zendesk and Jira Securely

Exalate makes it possible to integrate Jira and Zendesk in order to establish a seamless workflow between teams and organizations. With Exalate’s advanced syncing possibilities, admins can optimize workflows and create a transparent, decentralized system for managing and resolving issues.

If you want to integrate Jira and Zendesk using Exalate, book a demo with one of our integration engineers to discuss your specific use case.