We currently use Jira to manage our software development work via Kanban. All is well. We use Zendesk to ingest work and support requests from our customers (business users). We have installed the Zendesk add-in for Jira to try to bridge the communication gap from users who interact with ZD to stay on top of their requests. The add-in works...sorta. Major complaints include:
From within Jira, you have to navigate to the Zendesk Support tab to communicate back to original requestor, via ZD.
In that ZD support tab, you can't add attachments. This is a HUGE problem. Devs need to be able to run things by the requestor by showing them mock-ups, reports, etc.
In that ZD support tab, for some crazy reason, it doesn't note who added the comment on the Jira side when adding the comment back to the ZD ticket. So, the original requestor can see the comment, but they have no idea who said it
There are quirks with auto-closing a ZD ticket when closing a Jira ticket; i.e. - it doesn't always work
When we move a ticket to Closed in Jira, it sends the last comment back to ZD, even if that comment has already been sent, confusing the customer ("I already answered the question??")
Have to check the "Make Public Reply" checkbox each time you want to comment back to the requestor
...and the list goes on
To summarize, the problem statement is: we need to be able to utilize Jira's issue management for our devs while providing the ability for our customers (who are not licensed Jira users) to add items to the backlog and interact with devs while the issues work their way through the Kanban.
Should we be considering Atlassian Service Desk? Or some 3rd party Jira add-in? How do others handle this seemingly common use case?
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