Zendesk Jira automation to automatically create Jira tickets

[vincentsynan]

I am a Delivery Manager responsible for the overall release management of an organisation (using JIRA). One of our Service providers uses Zendesk to maintain support calls. Zendesk tickets are raised by our internal Customer Ops teams, and then tracked and resolved by the Service Provider.
We are looking into ways to improve the system - and believe that making our JIRA the single version of truth for Release Management will return value.


We would like for the agent to enter information in one place - and for all following events to be automated.

Is there an automation (preferably in JIRA) than can generate a Jira ticket automatically from a Zendesk ticket creation? Alternatively, is there an a automation that can generate a Zendesk ticket automatically from a Jira Issue created?

Looking through the documentation in the official Zendesk<> Jira integration, it doesn't refer to this :(

https://support.zendesk.com/hc/en-us/sections/4405298867866-Jira-integration

[Jack Brickey]

Hi @vincentsynan , I do not use Zendesk but I assume that it can issue an email when a new ticket is created. Assuming so then you could have it send an email to a Jira service management project which would result in a new ticket being created in that JSM project. Now, if you want the two tickets to remain in sync, that might be a little bit trickier. Again, if Zendesk would send a new email with the original ticket number from JSM in the subject then it would be added as a comment in the same ticket. The other piece is how would Zendesk ticket get updated based on comments made in the JSM ticket.

There are of course other and likely better alternatives. You could use the APIs provided in JSM and Zendesk to integrate the two solutions. Or you could consider one of the marketplace add-ons.

[vincentsynan]

Thanks Jack. Yes email is a possible solution. We will add that to the mix.
I have seen a similar ticketing system (ServiceNow) use an API webcurl method. I am sure Zendesk could provide something similar.

[Diana_Architect_ZigiWave]

@vincentsynan hi! Absolutely agree with Jack's proposals. Using the API should do the job. You can also check out the marketplace for 3rd party solutions. Such is ZigiOps - a fully no-code integration tool. It can connect your systems bi-directionally & keep them in sync in real time. ZigiOps automates crucial activities like ticked creation (as in your use case). Feel free to look at it. You can also have a quick chat with our team if you want to know more about the tool. 

Regards, Diana

[vincentsynan]

Thanks Diana - we will add your product to our discovery notes. I think if possible we would prefer to use a free, integrated approach that our Devs can maintain rather than paid for. If we hit issues though - we can get in touch.