Why JIRA Service Management cannot receive answers from ZENDESK?

[rocio.garay]

Hello,

I have many problems with my clients. Mainly with:

- Clients using JIRA with local servers. So JIRA server and JIRA cloud seems to be NOT COMPATIBLE.

- Cients using ZENDESK OR ZENDESK APP.

We need to be able to communicate and integrate with all customer service app in order to be able to communicate with our clients.

Can you please check and inform how we can solve this.

Waiting your urgent reply.

Thanks and kind regards,

Rocio Garay

[Syed Majid Hassan -Exalate-]

HI @rocio.garay

This is Majid @ Exalate. 

The use case and pain you described is something we come across day in, day out. As the modern enterprise becomes more connected, it also silos itself into ITSM tools of choice. Syncing across these different platforms seamlessly is what will remove the information silos. There is a plethora of apps out there that would do these integrations, but the native apps you are looking for will be quite limited in its scope.  Unfortunately, there is no better answer here than "you have to explore a little". 

As I said earlier, my days are spent doing this for a living by using our app Exalate. We fully support all versions/deployments of Jira and Zendesk etc. We are perhaps the only decentralized integration solution on the marketplace and this gives us huge advantages of security and autonomy. Please give us a shout if it seems like a viable option for you and we would be happy to explore the use case further. 

Hope it helps. 

Thanks

Majid

[Madeleine Vironda -Adaptavist-]

Hi @rocio.garay,

Welcome to the community!

My name is Madeleine and I am the Product Manager of Stitch It, a new Atlassian integration app. If you are open to solving your client’s use cases with a marketplace app our tool might be able to help. It’s a scripting tool that allows you to build complex integrations between Atlassian and third-party apps, for example between Jira Service Management (using our JSM Managed Connector) and Zendesk (using our Generic Connector)

We have a number of templates involving Jira and Jira Service Management that could help you get started. If you are interested in a demo or to receive more information about our tool, please don't hesitate to get in touch with us here.

All the best,

Madeleine

[rocio.garay]

Dear Madeleine, 

Thank you for your reply. I will check with our IT department and in case of doubt, we will contact you again.

Kind regards,

Rocio Garay

[rocio.garay]

Dear Madeleine,

We were checking app you are offering, but i do not understand how JIRA Atlassian is not capable to integrate with other service desk like ZENDESK. And above all we are force to pay another app???

We are paying to Atlassian to a customer service that lack to provide the service.

Can you please escalate this or tell me to whom should is talk about this.

Waiting a reply.

Thanks and kind regards,

Rocio Garay

[Madeleine Vironda -Adaptavist-]

Hi Rocio,

I do not work for Atlassian nor Jira Service Management team so unfortunately I cannot respond to your questions about Why Atlassian do not have native integrations. In general though, Atlassian do rely on Marketplace vendors to provide solutions for some of the use cases that they don’t currently cover, which this is an example of. I work for Adaptavist a Platinum Solution and Marketplace Partner and we regularly help organisations with such integrations.

Best of luck with your integrations and always happy to talk about how Adaptavist can help you with this or any other Atlassian to third party integration you might need!

Kind regards,

Madeleine