We often get asked how to use Zendesk and Jira together. Jira Software, an Atlassian product, is built to handle all kinds of work management workflows. The most common use of Jira is currently to manage SDLC (Software Development Lifecycle).
When your Zendesk is the front-end for your customers to log a ticket with a support team, many times customers file a bug or feature request as a ticket in Zendesk.
How do you get that bug or feature request to your engineers? By integrating Jira with Zendesk.
From the Zendesk interface, you can click to create a new Jira ticket in the right Jira project to route the bug to the engineering team for a fix.
The integration allows your engineering team to keep customer service in the loop on the status of that bug.
The one missing feature is an automated way to update the Zendesk ticket when the bug is fixed (Done status in Jira). Luckily, you can achieve this with a custom field in Zendesk and a series of triggers. Map your Jira statuses to the Zendesk custom field and set up Triggers to update the Zendesk ticket.
When our customers request this feature, we usually train the support team to put the Zendesk ticket in On Hold status after letting the customer know they escalated the bug to engineering.
Then when the development team fixes the bug and places it in Done status in Jira, the custom field on Zendesk changes to Done also. A trigger is placed in to reopen the Zendesk ticket and optionally post a private comment on the ticket.
Then the customer service agent assigned to the Zendesk ticket can communicate status to the customer.
It's that easy!
If you're not sure how to set this configuration up, you can get started here.
We are available to answer your questions on the finer points for deploying the perfect custom deployment of the Zendesk <-> Jira sync! Drop us a line here: https://zenmasteradmin.atlassian.net/servicedesk/customer/portal/4