two-way sync

Jira Zendesk Integration

Simplify your work process with a Jira Zendesk integration. Keep your development and support teams in sync by reducing manual data exchange and information silos. 

Sync Zendesk tickets with Jira issues bidirectionally, get automatic status updates, improve issue resolution time, and help your data flow anyway and anywhere you want.

sync issue types, labels, priority, status...

sync any custom fields, attachments... 

sync comments, worklogs, history...

Sync id, subject, description, type..

sync assignee, submitter, requester...

sync tags, type, priority, status, due date...

sync custom fields, comments, attachments...

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Real-Time Jira Zendesk Sync: Be Proactive, Not Reactive

Automate your sync and get real-time updates to improve customer satisfaction, retention, and revenue. Never miss important deadlines and delight your customers with proactive collaborations. 

Have full visibility of the ticket (L1/L2/L3) status within your ITSM tool.

Easily connect to your outsourced support team.

Set up real-time syncs to transform customer tickets into actionable Jira issues.

Opt for automatic syncs to reduce manual handovers.

Decide your sync direction: One-way or two-way syncs.

Tailor integration settings to match your unique business workflow.

Get accurate and consistent reporting to gain insights into metrics that matter, from issue resolution times to customer satisfaction.

Ensure automatic sync restarts after downtimes.

Sync multiple tickets with the same problem to a single Jira issue.

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Sync Anything Between Jira and Zendesk, Your Way

Sync any entity using a one-way or a two-way mapping, tailoring the fields exactly as you need. You get to decide what gets synced and what doesn’t. Identify private conversations and choose to not send them over. 

Check the full list of supported fields for Jira and for Zendesk

Its hard to talk about supported fields, because with Exalate you can support a lot. And it is impossible to capture on a single page. We have done cases with very weird things - certainly not limited to the ones listed on the documentation.

discover if we cover your integration requirements
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Book a demo to see Exalate in action

 

Its hard to talk about supported fields, because with Exalate you can support a lot. And it is impossible to capture on a single page. We have done cases with very weird things - certainly not limited to the ones listed on the documentation.

discover if we cover your integration requirements
chat with us now

Book a demo to see Exalate in action

 

Connect Support and Development Teams for Faster Issue Resolution

Integrate Jira and Zendesk by linking your Zendesk tickets and Jira issues. When a new ticket is created or updated in Zendesk, it automatically triggers actions in Jira and vice versa. Ensure both teams stay on the same page.

Bug Tracking

Experience a customer-reported bug transform into a Jira issue, complete with all relevant details for your dev team.

Feature Requests

Learn how to manage customer feature requests by syncing Zendesk ticket submissions with your Jira backlog.

Incident Management

Streamline incident response by automatically triggering Jira alerts based on Zendesk ticket urgency.

Get the Most out of Your Jira Zendesk Integration

Initiate connections either from Zendesk or from Jira, whichever way you prefer. Once connected, sync one-way or two-way, manually or automatically, the way you want.

Automate your integration and reduce the need for manual syncs. Add granular control over information flow with custom triggers in the native query language.

Sync historical data with bulk operations in Exalate. Connect multiple existing entities using Bulk Connect. Automatically start syncing entities with the same trigger conditions using Bulk Exalate.

Give your developers a chance to experiment with limitless syncing possibilities using the Groovy-based scripting engine. Decentralized scripts for managing the sync at your end without affecting anything at the destination.

 

View your sync status within the Exalate panel in Jira and Zendesk platforms. Start manual sync from the Exalate panel itself.

Decentralized Integration

Maintain independent control over every sync, even for cross-company integrations. No need to share admin rights, no risk of exposing confidential information.

Better Scalability

Start small with out-of-the-box connections for basic synchronization scenarios. Scale up and grow faster with the help of script-based custom connections.

Top-notch Security

Get timely assistance from the best support technicians in the business. Pull up a chair as we help you solve every sync-related issue and more.

The team was very hands-on and very responsive. If we encountered an issue, they were able to resolve it quite fast.

Maarteen Cautreels |

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Simple or Advanced, Consider It Done

Work with simple integration templates or completely customize a sync between Zendesk and Jira.

Connect Multiple Zendesk and Jira instances

Connect any number of Jira instances to Zendesk or vice versa. 

Sync Everything You Want

Sync uni or bidirectionally - almost anything including statuses, priorities, attachments, custom fields, assignees, due dates, reporters, time logs, etc. Sync historical and new data. Use triggers to exert granular control over how the sync works.

if(entityType == “changeRequest”) {

replica.summary = changeRequest.short_description replica.description = changeRequest.description replica.comments = changeRequest.comments replica.attachments = changeRequest.attachments

///other fields supported by the Change request entity

Sync Multiple Zendesk Tickets to a Single Jira Issue

Consolidate multiple tickets reporting the same issue into a single Jira item.

def remoteIssueUrn = replica.customFields.“ABC-123”?.value
if(remoteIssueUrn && firstSync){
def localIssue = httpClient.get(“/rest/api/2/issue/”+remoteIssueUrn)
if(localIssue == null) throw new com.exalate.api.exception.IssueTrackerException(“Issue with key “+remoteIssueUrn+” was not found”)
issue.id = localIssue?.id
issue.key = localIssue?.key
return;
}

Enhanced Control Over Comments Sync

Impersonate comments

Mention the original author of the comment in the body of the message. 

Handle Private Comments

Filter and sync either private comments, public comments, or both. 

Enhance Issue Closure Notifications

Append the Jira issue key to a private comment in Zendesk when the issue is closed. 

We can now handle around 500 customer incidents per week, thanks to Exalate, which is a very good result regarding the number of products we’re dealing with. It synchronizes 45x faster than our previous solution.

Christof Cuyper |

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Configure Your Jira Integrations the Way You Want

Pick the mode that best suits your team and your needs. Business or technical, we have the right configuration mode for you. 

Get Started In Minutes

01

install

Install the Exalate app on Jira and Zendesk so every admin has complete control over their integration.

02

connect

Use the instance URL to connect the instances you want to integrate. Choose the no-code set-up or the Script mode.

03

customize

Configure your sync rules to make sure the right data is shared. Automate your sync with triggers.

04

synchronize

Now your instances are connected and will automatically exchange information instantly. Happy syncing!

Start Synchronizing Your Tools​

The team was very hands-on and very responsive. If we encountered an issue, they were able to resolve it quite fast.

Maarten Cautreels |

Always Ready to Help

Get the best assistance from technical support managers and engineers. Go at your own pace or lay back while we do most of the work for you.

FAQ

Answers to the most frequently asked questions

You can sync issues and tickets in Jira and Zendesk. You can map, transform, filter, and sync statuses, priorities, attachments, custom fields, assignees, due dates, reporters, time logs, etc. You can sync any entity available via REST APIs using the advanced scripting mode. You can even sync third-party plugin fields like Elements Connect

You can install and use Exalate’s no-code Basic mode for free for simple synchronization tasks. For the drag-and-drop configurable Visual mode and the advanced Script Mode, you need to buy the Premium plan after a free 30-day trial. Exalate for Jira and Zendesk is available on their respective marketplaces. 

Yes, Exalate has a Basic mode with pre-defined mappings between fields. However, you cannot configure the mappings in this mode. Visual mode provides a point-and-click interface that consists of mappings that are completely customizable. You can always use the Script mode which has custom simple code scripts for advanced integration requirements. 

We offer Standard and Premier Support. Standard Support offers assistance for specific issues arising during installation and upgrades, troubleshooting, etc. Premium Support offers you a dedicated support engineer, assists you with your configurations, provides higher SLAs, and the like. We also offer a special Exalate for SPs package to help you connect with your service providers and form a strong collaborative network. 

You can also choose to install Exalate on Jira via docker.

Access to these addons is via REST API requests, webhooks, iframes, etc depending on whether it’s Jira Cloud or on-premise.

Yes, Exalate supports single-tenancy, which reduces the potential for information exposure at the infrastructure level. When an Exalate Cloud node is deployed, it operates within a ‘Kubernetes pod’ that has been set up to ensure the prevention of data leaks.

You can also choose to install Exalate on Jira via docker.

Access to these addons is via REST API requests, webhooks, iframes, etc depending on whether it’s Jira Cloud or on-premise.

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.

Yes, you can use Exalate to connect multiple Jira and Zendesk instances. Exalate also supports other ITSM tools like Azure DevOps, Zendesk, Salesforce, GitHub, etc. Check out our integrations for more information. 

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