Setting Up a Jira Zendesk Integration Bidirectionally in 2026

Support teams work in Zendesk. Development teams work in Jira. When a critical customer issue requires engineering attention, what happens? Too often, the answer involves copying ticket details into Jira manually, then switching back and forth between systems to keep everyone updated. Information gets lost. Customers wait longer. Teams get frustrated.

A Jira Zendesk integration solves this by automatically syncing data between both platforms, keeping support and development teams aligned without the overhead of manual updates.

Key Takeaways

Integrating Jira and Zendesk enables you to:

• Automatically sync Zendesk tickets with Jira work items in real-time
• Eliminate manual data entry between support and development teams
• Maintain bidirectional updates for comments, attachments, statuses, and priorities
• Map custom fields and workflows to match your exact business needs
• Scale integration across multiple instances for MSPs and distributed teams
• Reduce incident resolution time with complete context visibility

Note: Jira now refers to issues as work items. Throughout this guide, we use the updated terminology to reflect current Jira naming conventions.

In this guide, you’ll learn why integrating Jira and Zendesk matters, what integration options exist, what to look for in a solution, and how to set up a flexible, scalable integration that grows with your organization.

Why Integrate Jira and Zendesk

When support and development teams operate in separate systems, collaboration breaks down. Here’s what a proper integration enables:

Eliminate Information Silos

Support agents handle customer conversations in Zendesk. Developers track technical work in Jira. Without integration, critical context gets lost during handoffs.

When a customer reports a bug, the support agent needs to manually copy details like description, priority, attachments, and conversation history into a Jira work item. If the bug requires multiple updates, the agent has to check Jira repeatedly for status changes, then manually update the customer.

With integration, a Zendesk ticket automatically creates a corresponding Jira work item with all context intact. Updates flow both ways. When a developer changes the status to “In Progress,” the Zendesk ticket updates automatically. When the agent adds a comment, it appears in Jira immediately.

Reduce Manual Work and Errors

Manual copying is time-consuming and error-prone. Priorities get misaligned. Attachments get forgotten. Comments don’t sync. Customers receive outdated information.

Integration automates the entire flow:

• Tickets create work items automatically based on triggers you define
• Status changes sync bidirectionally without manual intervention
• Comments and attachments flow between systems in real-time
• Priority mappings ensure both teams see consistent importance levels
• Custom fields sync to preserve workflow-specific data

Faster Incident Resolution

When developers see the complete customer context, including fields like original complaint, conversation history, urgency level, and SLA timelines, they make better decisions faster. When support agents see real-time development progress, they provide accurate updates to customers without pestering the dev team.

The result: incidents resolve faster, customers get better service, and teams collaborate without friction.

What Does Jira Zendesk Integration Do

A Jira Zendesk integration creates a bidirectional data bridge between both platforms.

Here’s how it works:

Automatic Synchronization

When integration is active:

1. Trigger-based creation: Zendesk tickets matching specific criteria automatically create Jira work items (or vice versa)
2. Real-time updates: Changes in one system appear in the other within seconds
3. Field mapping: Data transforms between platforms based on rules you configure
4. Context preservation: Conversation history, attachments, and metadata transfer completely
5. Workflow autonomy: Each team continues working in their preferred tool

What Data Syncs Between Jira and Zendesk

Standard fields:

• Entities: Zendesk tickets, requests → Jira stories, bugs, tasks, work items
• Comments: Customer-facing comments, internal notes (with visibility rules)
• Attachments: Files, images, documents (transferred or linked)
• Status and workflow: Open → In Progress → Resolved → Closed (with custom mapping based on your workflows)
• People: Assignee, reporter, requester (with user mapping between systems)
• Dates: Created date, due date, resolution date, SLA information
• Priority: Zendesk priority levels → Jira priority (customizable mapping)
• And any other fields or steps that are a part of your workflows

Advanced synchronization:

• Custom fields: Any field available via REST API
• Tags and labels: Categorization and filtering
• SLA tracking: Due dates, breach times, SLA status
• Related work: Parent-child relationships, linked tickets
• Time tracking: Work logs, time spent, estimates
• Any data accessible through Zendesk or Jira REST APIs

Real-World Use Cases for Jira Zendesk Integration

1. Support Ticket Escalation to Development

Scenario: A customer reports a critical bug affecting their production environment.

Workflow without integration:

• Support agent manually copies ticket details into Jira
• Agent checks Jira daily for updates
• Agent manually updates customer based on Jira comments
• Attachments shared via email or re-uploaded
• Context gets lost in translation

Workflow with integration:

1. Customer logs ticket in Zendesk with priority “Urgent”
2. Integration automatically creates a Jira bug with:
   • Complete ticket description and conversation history
   • Mapped priority (Urgent → High)
   • All attachments
   • Customer account details in custom fields
3. Developer investigates and changes status to “In Progress”
4. Status syncs to Zendesk automatically
5. Developer adds technical notes (kept internal in Zendesk)
6. Developer adds resolution comments (synced to customer-visible area)
7. Work item marked “Done” in Jira
8. Zendesk ticket automatically updates to “Solved” with resolution notes

Outcome: Faster resolution, complete visibility, no manual updates needed.

2. MSP Managing Multiple Client Zendesk Instances

Scenario: A managed service provider uses one Jira instance for internal tracking but serves clients who each have their own Zendesk instance.

Challenge: Clients work in their Zendesk environments. The MSP team needs visibility into all client tickets without forcing clients to adopt Jira or granting them access to the MSP’s internal project tracking.

Solution with integration:

• Connect MSP’s single Jira instance to multiple client Zendesk instances
• Each client connection operates independently with its own sync rules
• Client A’s tickets sync to “Client A Project” in Jira
• Client B’s tickets sync to “Client B Project” in Jira
• MSP team tracks all work in one place
• Clients continue working exclusively in Zendesk
• Updates flow bidirectionally so clients see progress without accessing Jira

Outcome: Centralized tracking for the MSP, familiar tools for clients, complete transparency without security compromises.

3. Connecting Multiple Jira Instances to a Single Zendesk

Scenario: Your organization has multiple Jira instances, one for Product Development, one for IT Operations, and one for Professional Services, but a single Zendesk instance handles all customer support.

Challenge: Support agents need to escalate tickets to the correct Jira instance based on ticket properties (tags, priority, request type) without manually deciding which Jira to use.

Solution with integration:

• Connect one Zendesk instance to multiple Jira instances
• Define triggers based on ticket properties:
  • Tickets tagged “feature-request” → Product Development Jira
  • Tickets tagged “infrastructure” → IT Operations Jira
  • Tickets from enterprise customers → Professional Services Jira
• Agents work exclusively in Zendesk
• Routing happens automatically based on rules you configure
• Each Jira team sees only relevant work items

Outcome: Proper routing without manual intervention, teams work in their preferred tools, and scalability as the organization grows.

4. Product Feedback Loop

Scenario: Customers submit feature requests through Zendesk support tickets.

Workflow:

1. Customer requests a feature via Zendesk
2. Support agent tags ticket with “feature-request”
3. Integration automatically creates a Story in Jira Product Backlog
4. Product team reviews and prioritizes in sprint planning
5. When the feature is developed and deployed, status updates sync back to Zendesk
6. Support agent notifies customer that their requested feature is now available

Outcome: Customer feedback directly influences the product roadmap, and customers receive updates when their requests ship.

Case Study: Learn more about how DPG Media uses Exalate to connect teams using Jira and Zendesk while keeping the autonomy of each team.

Read more

Best Ways to Connect Jira and Zendesk

You have three primary options for integrating Jira and Zendesk: native apps, custom development, or third-party integration solutions. Each has distinct advantages and limitations.

Native Zendesk Support for Jira App

Zendesk and Atlassian offer native integration apps available through their respective marketplaces.

How it works:

• Install the Zendesk Support for Jira app from Atlassian Marketplace
• Configure authentication between both systems
• Agents can create or link Jira work items directly from Zendesk tickets using the Jira app in the ticket sidebar
• Basic field mapping for standard fields
• Status updates sync with manual configuration

Best for: Simple, one-directional ticket linking when complexity is low.

Limitations:

• Primarily Zendesk-to-Jira focused (limited bidirectional automation)
• Requires engineer’s involvement to select the target Jira project for each ticket
• Cannot connect multiple Zendesk instances to one Jira
• Limited customization for complex field mappings
• No advanced workflow automation
• Each connection requires separate configuration

If your needs extend beyond basic linking, such as multi-instance architectures, advanced field transformations, or fully automated bidirectional sync, you’ll need a more flexible solution.

Custom Code Development

Building a custom integration using Zendesk and Jira REST APIs gives complete control but requires significant investment.

Approach:

• Develop middleware that listens to webhooks from both platforms
• Write custom logic for field mapping, transformation, and routing
• Build error handling, retry mechanisms, and monitoring
• Maintain code as both platforms release API updates

Best for: Organizations with dedicated integration engineering teams and highly specialized requirements that no existing solution addresses.

Considerations:

• High upfront development cost (50-200+ developer hours)
• Ongoing maintenance burden (API changes, bug fixes, feature additions)
• No built-in UI for non-technical users to adjust sync rules
• Scaling complexity increases exponentially with additional instances or workflows

Before committing to custom development, use our Build vs. Buy Calculator to evaluate whether building makes financial sense for your scenario.

Third-Party Integration Solutions

Specialized integration platforms provide Jira Zendesk connectors with flexible configuration options. These solutions balance ease of use with customization capability.

Best for: Most organizations seeking reliable, scalable integration without maintaining custom code.

When evaluating third-party solutions, focus on specific capabilities that match your needs.

What to Consider When Choosing an Integration Solution

Not all integration solutions are created equal. Here’s what to evaluate:

Security

Your integration handles sensitive customer data, internal notes, account information, and potentially proprietary technical details. Security should always be prioritized.

What to look for:

• Compliance certifications: ISO 27001, GDPR compliance, etc.
• Data encryption: In transit (TLS 1.3) and at rest
• Access control: Role-based permissions that separate integration management from system access
• Authentication options: OAuth 2.0, API keys, token-based auth (avoid shared credentials)
• Audit trails: Complete logs of configuration changes and data transfers for compliance

Why it matters: A security breach through your integration could expose customer data, violate compliance requirements, and damage trust. Choosing a certified, security-first platform reduces risk and satisfies audit requirements.

Real-Time Synchronization

Delays between systems create confusion. If Zendesk shows “Awaiting Response” while Jira shows “In Progress,” which status is correct? Real-time sync eliminates ambiguity.

Why it matters: Support and development teams make decisions based on current data. Stale information leads to duplicate work, missed SLAs, and frustrated customers. Real-time sync ensures both teams always see the same truth.

Flexibility

Every organization has unique workflows. Generic templates force you to change your processes to fit the tool. Flexible solutions adapt to your needs.

What to look for:

• Custom field mapping: Sync any field available via API, not just standard fields
• Conditional logic: “If priority is Critical, then assign to Senior Engineer team”
• Data transformation: Map Zendesk “High” to Jira “Medium” based on your priority definitions
• Script-based customization: For complex scenarios that templates can’t handle
• Multiple sync scenarios: Different rules for different ticket types or projects

Why it matters: Your workflows evolved over the years to match your business. Forcing them into rigid templates means either changing workflows (expensive, disruptive) or accepting incomplete sync (defeats the purpose). Flexibility ensures integration serves your process, not the other way around.

AI-Assisted Configuration

Traditional integration setup requires understanding both platforms’ APIs, data models, and scripting languages. AI changes this.

What to look for:

• Natural language script generation: Describe what you want in plain English, and get working sync code
• Context-aware suggestions: AI understands your existing configuration and recommends improvements
• Error explanations: When sync fails, AI translates technical errors into actionable fixes

Why it matters: Reduces implementation time from days to hours. Non-developers can configure complex sync rules. Troubleshooting becomes faster when errors are explained clearly instead of showing cryptic API messages.

Scalability

You might start with one Jira project syncing to one Zendesk. Six months later, you need three Jira instances connected to multiple Zendesk environments, plus additional tools in the mix.

What to look for:

• Multi-instance support: Connect multiple Jira and/or Zendesk instances without separate tools
• Hub-and-spoke architecture: One central system connecting to many others
• Bulk operations: Update multiple connections simultaneously
• Network visualization: See how all integrations connect
• Consistent management: One interface for all connections

Why it matters: Starting with a solution that can’t scale means migration later, re-implementing integrations, retraining teams, and disrupting workflows. Choosing a scalable platform from the start avoids this pain.

Reliability

Integrations must handle network interruptions, API rate limits, and system maintenance without losing data or requiring manual intervention.

What to look for:

• Automatic retry logic: Failed sync attempts retry automatically
• Rollback capability: If a configuration change breaks sync, revert to the previous working version
• Safe testing: Validate configuration changes before production deployment
• Complete sync history: View what synced, when, and identify issues quickly

Why it matters: A broken integration is worse than no integration; teams see outdated data, make decisions on false information, and lose trust in the system. Reliability features minimize downtime and provide safety nets.

Cost & Pricing Model

Integration pricing varies significantly. Some charge per user, some per transaction, some per connection. Understanding the model prevents budget surprises.

Common pricing models:

• Per-user licensing: Pay based on how many people have access to Jira or Zendesk
• Per-transaction (usage-based): Pay per API call or sync event (unpredictable bills, penalizes real-time sync)
• Per-connection: Pay per integration pair (Jira ↔ Zendesk)
• Flat pricing: Fixed rate regardless of volume (can be expensive at scale)
• Outcome-based (sync pairs): Pay for the number of work items actively synchronized at any given time

What to look for:

• Transparent pricing: You should be able to estimate costs before committing
• No hidden fees: Watch for extra charges per connector, per field, or per API call
• Scalability alignment: Cost should grow proportionally with the value received
• ROI clarity: Calculate time saved and errors reduced against cost

Why it matters: The wrong pricing model can make an otherwise good solution financially unsustainable. Choose a model that aligns with how you’ll actually use the integration.

Why Use Exalate to Integrate Jira and Zendesk

Exalate combines flexibility with operational simplicity, making it suitable for both straightforward and complex Jira Zendesk integration scenarios.

Script-Based Flexibility with Operational Control

Groovy-based scripting engine: Handle any custom workflow, no matter how complex. If you can write it in Groovy, Exalate can sync it. Map fields, transform data, apply conditional logic, and implement business rules that template-based tools can’t support.

Unified console: Manage all integrations and connections from one interface. See every Jira-Zendesk connection, their status, and configuration without visiting each system individually. This eliminates context switching and reduces administrative overhead.

Network visualization: A visual representation shows how various instances are interconnected. Quickly understand integration architecture, identify dependencies, and troubleshoot issues.

AI-Assisted Configuration and Troubleshooting (Aida)

Exalate’s AI-assisted configuration, called Aida, helps you implement integrations faster without deep scripting knowledge and helps with troubleshooting.

How Aida works:

• Script generation: Describe what you want to sync in natural language. Aida generates working Groovy scripts based on Exalate’s API and your existing configuration.
• Context-aware suggestions: Aida understands your setup and recommends optimal approaches for your use case.
• Error troubleshooting: When sync fails, Aida explains errors in plain language with suggested fixes, cutting troubleshooting time significantly.

Example: Instead of writing complex field mapping code manually, you can tell Aida: “Map Zendesk priority Urgent to Jira High, High to Medium, Normal to Low” and Aida generates the transformation script.

Test Run Functionality

Safe testing before production deployment: Test Run lets you validate sync scripts without creating actual entities in the destination system. Select test items, preview how replicas will transform, verify field mappings are correct, and only deploy when confident everything works.

Why it matters: This safety net prevents errors from affecting live data. Test configuration changes, see exactly how data will sync, and catch problems before they impact your teams or customers.

Script Versioning

Every time you publish a sync script change, Exalate creates a new version.

Benefits:

• Complete audit trail: See who changed what and when
• Rollback capability: If a configuration change causes issues, revert to the previous working version instantly
• Draft mode: Work on script changes without affecting production sync

Why it matters: Complex integrations evolve. Version control ensures you can experiment safely and recover quickly if something breaks.

Real-Time Sync with Full Visibility

Complete sync queue visibility: Monitor outgoing and incoming synchronization messages in progress. Filter by connection name, view processing status, and identify bottlenecks immediately.

Full work item history: See every change that’s been synced for any work item or ticket. No delays, no data gaps. Both teams always see up-to-date information.

Dashboards for Integration Monitoring

Exalate provides Activity Dashboards that give you real-time visibility into your integration health:

• Track synchronization progress across all connections
• Identify errors quickly with centralized error reporting
• Monitor sync performance
• View which work items are currently syncing and their status

Security

ISO 27001 certified: Exalate meets international standards for information security management.

Encryption: Data is encrypted both in transit (TLS 1.3) and at rest, protecting sensitive information throughout the sync process.

Full operational control: Scripts remain separated by direction (incoming/outgoing) and by side (Jira/Zendesk). You control exactly what data crosses system boundaries.

Security monitoring: Exalate uses SentinelOne for advanced threat detection and response, providing continuous monitoring and protection of the integration infrastructure.

For detailed security documentation, penetration test results, and compliance certificates, visit the Exalate Trust Center.

Supported Integrations

Exalate supports extensive platform compatibility beyond just Jira and Zendesk:

Jira editions: Jira Cloud, Jira Software, Jira Service Management, etc.
Zendesk and other service desk tools: Zendesk, Freshservice, Freshdesk, ServiceNow, ServiceDesk Plus (early access)
Project management and dev tools: Azure DevOps Server, Azure DevOps Cloud, Asana, GitHub
CRM and collaboration: Salesforce
Exotic systems: Early access connectors like Ivanti, Halo ITSM, and fully managed integrations

View all supported connectors at Exalate’s connectors page.

Outcome-Based Pricing

Exalate uses outcome-based pricing: you pay for active items in sync at any given time, not user seats or API calls.

How it works:

• Each integration (Jira ↔ Zendesk) requires its own plan
• You’re charged based on the number of items actively synchronized
• Within each integration, create unlimited connections and add unlimited users
• Pricing scales with actual usage, and costs align with value received
• As volume increases, per-item cost decreases

View detailed pricing or use the Exalate Plan Calculator to estimate your costs.

How to Integrate Jira and Zendesk: Step-by-Step Guide

This tutorial demonstrates how to integrate Jira and Zendesk using Exalate. The process focuses on getting your integration running quickly while maintaining flexibility for complex scenarios.

Prerequisites

Before starting, ensure you have:

• Admin access to both Jira and Zendesk
• An Exalate account (or sign up for a free trial)
• Authentication credentials for both systems

Create Your Exalate Account

Visit the Exalate app and sign up. You can create an account manually by entering your email and verifying it, or sign up using Google authentication.

Create a Workspace

Workspaces help you organize and manage integrations in a single place. Click the “+ Create Workspace” button, enter a name and description, then click “Create workspace” to confirm.

Set Up Your First Connection

From your workspace, click “+ Add connections” then “Create new connection.”

Configure System A (Zendesk or Jira, order doesn’t matter):

• Enter the system name
• Enter the system URL (e.g., your Zendesk subdomain URL)
• The system validates automatically if it’s already part of the workspace
• For new systems, enter authentication credentials:
  • Zendesk uses API token
  • Jira uses OAuth

Configure System B (the other platform):

• Complete the same setup process for the second system

Name your connection: Give the connection a descriptive name and optional description, then click “Next.”

Review and create: Verify all details are correct, then click “Create connection.”

When the connection is created, select “Continue to configuration.”

Configure Synchronization

You have two configuration options: Quick Sync and Edit & Test.

Quick Sync: Publish & Test

This option lets you sync one item between Jira and Zendesk to verify your connection works properly.

Under “Item sync monitor,” enter a work item key (Jira) or ticket number (Zendesk). Click “Sync Now” to sync the item, or “Link with existing” to link two existing items.

You’ll see status updates during sync. Once complete, you can open both synced items to verify the sync worked correctly.

Edit & Test: Advanced Configuration

For more control over what syncs and how, click “Create a new version” or “Open latest draft” to begin editing sync rules.

Understanding Sync Rules

Sync rules are based on Groovy scripts. These scripts control what data is sent between systems and how it’s transformed.

Outgoing script: Defines what data leaves your system
Incoming script: Defines how incoming data is applied to your system
Replica: The message payload holding data passed between entities (exists in JSON format)

You can write sync scripts manually if you’re familiar with Groovy, or use Aida for AI-assisted configuration.

AI-Assisted Configuration with Aida

Aida is available in both outgoing and incoming script sections.

For Outgoing scripts, describe what data should leave your system:

• “Exclude attachments”
• “Only sync high-priority tickets”
• “Send all comments except those tagged internal”

For Incoming scripts, describe how incoming data should be applied:

• “Map Zendesk statuses to Jira statuses”
• “Set default assignee if user can’t be found”
• “Create work items as bugs if priority is urgent”

Aida generates working Groovy scripts based on your prompts. Review the suggested changes, where green highlights show new lines to add, red highlights show lines to remove. Click “Insert” to accept or “Discard” to reject.

Note: While Aida is helpful, always review the generated code before applying it to production.

Test Run: Validate Before Production

Once sync scripts are ready, click “Start Test Run” to validate them.

Select the items you want to test (you can select multiple). Click “Start Test Run” to preview how the configuration will be applied.

Review incoming and outgoing replicas for each test item. Verify field mappings look correct. If needed, go back, adjust scripts, and test again.

Deploy only when confident that everything works correctly. Click “Publish Version” to apply the updated configuration to live synchronization.

Add Triggers

Triggers determine which items automatically sync based on conditions you define.

Click “+ Add trigger” to create a new trigger.

Platform-specific trigger syntax:

• Jira: Use Jira Query Language (JQL)
  Example: project = SUPPORT AND priority in (High, Highest)
• Zendesk: Use advanced search syntax
  Example: status<solved priority:high

You can create multiple triggers for different scenarios. Activate triggers by toggling them on. Save changes by publishing.

Deploy and Monitor

Your integration is now live. Synchronization starts automatically based on triggers and sync rules you’ve configured.

Troubleshooting with Aida

If errors occur, navigate to the “Troubleshooting” tab. Hover over an error and click the Aida icon to see an AI-generated diagnosis and suggested fixes.

You can also view “Error details” to copy stack traces and “Replicas” to inspect the JSON payload.

Click “Resolve” and retry errors as needed.

Advanced Jira Zendesk Integration Options

Exalate’s flexibility enables advanced scenarios beyond basic ticket-to-work-item sync.

Multi-Instance Connections

Connect multiple Jira and Zendesk instances simultaneously in hub-and-spoke or mesh architectures.

Examples:

• Central Zendesk environment integrates with several departmental Jira instances
• Multiple client Zendesk instances connect to a single MSP Jira environment
• Multiple Jira instances connect to one Zendesk for different routing scenarios

All connections are managed from the unified console with network visualization showing how everything connects. You can perform bulk operations (updating multiple connections at once) and apply consistent script templates across similar integrations.

Custom Field Mapping

Sync virtually any field accessible through REST APIs.

In Zendesk, this includes custom ticket fields, organization fields, user fields, and any table data accessible via API.

In Jira, you can map standard fields, custom fields, multi-select fields, and any data type supported by the Jira REST API.

Example: Sync a Zendesk custom field called “Customer Tier” to a Jira custom field called “Account Priority” with value transformation:

• Zendesk “Platinum” → Jira “P0”
• Zendesk “Gold” → Jira “P1”
• Zendesk “Silver” → Jira “P2”

Priority and Status Mapping

Transform data during sync using Groovy scripts.

Priority mapping example: Map Zendesk priority levels to Jira priorities:

• Urgent → High
• High → Medium
• Normal → Low
• Low → Lowest

Status mapping example: Map different workflow statuses:

• Zendesk “Open” → Jira “To Do”
• Zendesk “Pending” → Jira “In Progress”
• Zendesk “Solved” → Jira “Done”

Apply conditional logic: “If Zendesk priority is Urgent AND ticket has tag ‘security’, then set Jira priority to Highest and assign to Security Team.”

Correlation Fields

Correlation fields preserve relationships between work items across systems.

Store Jira work item keys in Zendesk custom fields so users can navigate directly to the related Jira work item. Store Zendesk ticket IDs in Jira so developers can view the original customer conversation.

This creates a stable linkage for long-term auditing, reporting, and troubleshooting.

Private Comments Control

Control which comments sync and which remain private.

Example scenario: Support agents add internal notes in Zendesk that shouldn’t be visible in Jira. Developers add technical implementation notes in Jira that shouldn’t appear in customer-facing Zendesk tickets.

Use script logic to filter comments based on visibility rules:

• Sync only public comments from Zendesk to Jira
• Sync work notes from Zendesk as internal comments in Jira
• Keep comments tagged “INTERNAL” from syncing at all

Tag-Based Automation

Automatically create work items based on Zendesk tags.

Example: When a support agent tags a Zendesk ticket with “feature-request,” the integration automatically creates a Story in the Jira Product Backlog. When tagged with “bug,” it creates a Bug in the Development project.

This eliminates manual decision-making about where to escalate tickets, and the integration handles routing based on classification.

SLA and Time Tracking

Sync SLA information and time-tracking data between systems.

SLA synchronization: Pass SLA due dates, breach times, and status from Zendesk to Jira so developers see urgency. Update SLA fields in Zendesk when work items change status in Jira.

Time tracking: Aggregate time spent from Jira work logs and sync back to Zendesk custom fields. Track estimated time and remaining time across both platforms for better resource planning.

Frequently Asked Questions

Why should I integrate Jira and Zendesk?

Integrating Jira and Zendesk eliminates manual data entry, reduces information silos, and keeps support and development teams aligned. Support agents can escalate tickets to developers without leaving Zendesk. Developers see the complete customer context without switching to Zendesk. Updates flow automatically both ways, reducing errors and improving incident resolution time.

What’s the difference between native Zendesk app and Exalate?

The native Zendesk Support for Jira app provides basic linking and one-way focused functionality. It requires engineer involvement to select target projects and has limited bidirectional automation. It cannot connect multiple Zendesk instances to one Jira (or vice versa).

Exalate provides:

• Full bidirectional real-time synchronization
• Script-based flexibility for any custom workflow
• Multi-instance hub-and-spoke support
• AI-assisted configuration with Aida
• Test Run for safe validation before deployment
• Script versioning with audit trail and rollback
• Unified console managing all connections
• Outcome-based pricing aligned with actual usage

Can I connect multiple Jira and Zendesk instances?

Yes. Exalate supports multi-instance architectures in any configuration:

• Multiple Jira instances to one Zendesk
• One Jira instance to multiple Zendesk instances
• Multiple instances on both sides
• Complex mesh networks across departments or MSP client environments

All connections are managed from a single unified console with network visualization.

What fields can I sync between Jira and Zendesk?

Any field accessible via REST API:

Standard fields: Work items, tickets, comments, attachments, status, priority, assignee, description, dates

Advanced fields: Custom fields, SLA information, time tracking, tags/labels, correlation fields, organization/account data, any custom entities

Learn more about the comprehensive field documentation for Jira and Zendesk.

Can I sync bidirectionally in real-time?

Yes. Exalate provides real-time bidirectional synchronization. When a work item updates in Jira, it syncs to Zendesk within seconds (and vice versa). You see complete sync queue visibility and full work item history with no data gaps.

How do I control what data is shared between teams?

You have full operational control through scripting. Define exactly which fields sync, apply conditional logic to filter data, transform values during sync, and control comment visibility (public vs. internal).

Example: Share work item summary and status with external partners, but keep internal comments and certain custom fields private by filtering them in your sync scripts.

What if I only want certain tickets to sync?

Use platform-native triggers for granular control:

Jira triggers: Use JQL (Jira Query Language)
Example: project = SUPPORT AND priority in (High, Highest)

Zendesk triggers: Use filter queries
Example: status<solved priority:high tags:escalate

Triggers ensure that only matching tickets or work items enter the sync.

How does Exalate handle formatting differences between Jira and Zendesk?

Jira uses Wiki or HTML for rich text fields while Zendesk uses Markdown. To handle these formatting differences, Exalate uses converters called Transformers. These Transformers convert the incoming and outgoing data into the format required by the destination instance. Transformers can convert HTML to Wiki, Markdown to Wiki, or Wiki to HTML.

How does Exalate pricing work?

Exalate offers subscription-based plans with transparent, predictable costs. You pay for active work items currently synchronized at any given time.

Each integration (Jira ↔ Zendesk) requires its own plan. Within each integration, you can create unlimited connections and add unlimited users. Pricing scales with actual business value, as volume increases, per-item cost decreases.

View detailed pricing at Exalate’s pricing page or use the Exalate Plan Calculator to estimate your specific costs.

Can I use this as an MSP connecting to client systems?

Yes. Exalate is designed for cross-company integration:

MSP scenario: Connect your Jira instance to multiple client Zendesk instances. Clients work in their tools, you manage everything from the unified console.

Features for MSPs:

• Decoupled authentication (clients don’t need Jira access)
• Unified visualization of all client connections
• Bulk operations across connections
• Individual sync rules per client

Explore the managed services plan to outsource the entire integration to Exalate.

What if I need a connector that’s not currently supported?

Custom connector development is available for Enterprise customers. Exalate has built connectors for proprietary in-house systems, industry-specific tools, and legacy platforms.

Contact Exalate’s team to discuss custom connector requirements.

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Integrating Jira and Zendesk eliminates manual data entry, keeps teams aligned, and accelerates incident resolution—so you can focus on delivering exceptional customer service.

Recommended Reads:

• Jira Azure DevOps Integration: The Complete Step-by-Step Guide
• Jira ServiceNow Integration: How to Set up an Integration in 6 Steps
• How to Set up a Zendesk GitHub Integration: The Complete Guide
• Zendesk Integrations: Streamline Teams Working in Zendesk and other Tools
• Jira to Jira Integration: The Comprehensive Guide to Jira Sync
• Jira Integrations: Integrate Jira and Other Systems Bidirectionally