Integration between Jira and Zendesk security

[Ashna Vaghela]

I am currently setting up Zendesk and want to integrate Jira with it, however I'm unsure if it is safe and if Zendesk will have rights to all the projects in my board, or even have ability to check other boards in the company, seeing as we have to give Zendesk admin rights.

Is there a way to ensure Zendesk cannot access or manipulate data we have set on other boards or check our other projects.

Thank you

[Christophe De Beule · Accepted solution]

Hi @Ashna Vaghela 

This is Christophe and I am a solution Engineer @ Exalate.

With Exalate you can set up a connection between your Zendesk & Jira instance without to worry that Zendesk will have access to your Jira instance.

The solution boasts a unique, decentralized approach to integrating various work systems together while providing full autonomy to each side of the connection.

Using this full autonomy, you can easily send your Zendesk tickets to multiple Jira projects.

you can use Exalate for a bidirectional synchronization and a perfect migration from Zendesk to Jira using a trigger and bulk all of the tickets you wish to send over.

If you would like to discuss your use case further or look at the product in action, please book a demo and we will be happy to assist further. 

Thanks

Christophe

[Ashna Vaghela]

Thank you Christophe, I have just scheduled to meet with your team tomorrow to discuss further.

[Max Foerster - K15t · Accepted solution]

HI @Ashna Vaghela and welcome to the community.

Can you provide us with some more information about the integration? And about what type of integration are we talking about? It sounds like you want to integrate Jira into Zendesk ("I am currently setting up Zendesk and want to integrate Jira with it"), correct? What solution will you use? The official Zendesk Jira App? If you have questions about how it works, ask the developer/company for more information. The same applies if you want to integrate Zendesk in Jira and are looking at the available integration apps from the Atlassian marketplace. So, the best person/entity to reach out to about the inner workings of the integration will be the person/entity developing and maintaining it. 😉

Best, Max

[Ashna Vaghela]

Thank you Max!

Thats correct, I want to integrate Jira into Zendesk, the official Zendesk Jira App.

If I permit Zendesk intergrating with Jira, will Zendesk have access to all my Jira boards? Is there a way to restrict access for Zendesk to view all boards and projects, and only act as an agent level. I hope that makes sense. The main concern I have in Zendesk having full access to all projects and boards in my company. Thank you

[Max Foerster - K15t]

Hey Ashna,

I honestly have no idea. The "Zendesk Jira App" is an app for Zendesk, available on the Zendesk Marketplace and developed by Zendesk. So maybe you should raise these questions in a Zendesk community or the official support for the app.

As the integration seems to rely on the project role "atlassian-addons-project-access" for access to individual projects, you should have a way to control access to specific projects using the permissions schemes assigned. But again, you should talk to the creators. :) I did not find anything about the app needing administrative access in the Setting up the Zendesk Support for Jira integration documentation. It just mentions that you need to be an administrator of both tools to set up the integration.

Best, Max

[OpsHub - Enterprise class Integration and Migration Solutions for Jira]

Hi @Ashna Vaghela

When integrating Zendesk and Jira, it's crucial to prioritize data protection. This involves establishing appropriate permissions to ensure that each system only has access to the necessary information, thereby safeguarding your data.

Zendesk's native integration with Jira needs admin rights on the end system, which gives access to all the projects, but there is a way to restrict the project access in Jira. Here is the link to the page, but not sure if there is a way to restrict the board access.

Given the above, it comes with other limitations as:

The field syncing feature is case-sensitive, meaning field values must match the end systems exactly. Additionally, if the values are different for a field in both end systems, there is no way to map it.

• Bidirectional syncing of the same field is likely not supported.
• The limitation of only 200 tickets can be linked to the Jira issue.

For a richer integration experience like syncing 200+ Zendesk ticket links, user mentions, embedded images, retaining formatting, and a reliable bi-directional sync with conflict resolution, you may consider an enterprise hub-based solution.

OpsHub Integration Manager, a Zendesk partner, offers a federated integration platform that can help ease your integration journey. You may watch this video showcasing a similar Zendesk and Rally integration.

You can reach out to OpsHub's experts for a discussion on how to set up bidirectional integration between Zendesk and Jira based on your use case. 

Thanks, 

OpsHub team

[Shubham Gupta]

Hi @Ashna Vaghela 

I am Shubham form Team Sinergify/

When integrating Jira and Zendesk, it's crucial to establish appropriate security measures to protect your data and ensure that each system only has access to the information it needs.

By implementing the secure third-party integration solutions you can creates a seamless flow between Zendesk Support tickets and Jira issues. 

Check this - https://bit.ly/49Dy1xC

I hope it helps!

[Diana_Architect_ZigiWave]

@Ashna Vaghela hey there. Just to add another secure solution you might want to explore - ZigiOps (you can find it in the Atlassian Marketplace). 

It's a fully no-code integration solution that can easily connect bi-directionally and sync your Jira & Zendesk instances. You can customize it according to your needs, and comes with advances mappings and security measures.  And you have full control over each step of the integration. Feel free to look at it and test it - we do have free trial.

Regards, Diana