Learn the best use cases for a Zendesk-Jira integration, what fields are synced between the two tools, and your customization options.
With Unito, you can seamlessly collaborate with your IT and development teams who live in Jira without them ever having to use Zendesk! Here's how these two tools come together with Unito.
Here's a guide to syncing Zendesk with Wrike - the steps are almost identical to the same process with Zendesk and Jira.
Here's a step-by-step guide to sync Zendesk tickets with Jira Software or Jira Service Management.
What does Unito sync between Zendesk tickets and Jira issues or tasks?
| Zendesk | Jira | |
| Title | ←→ | Title |
| Description | ←→ | Description |
| Internal notes | ←→ | Comments |
| Status | ←→ | Status |
| Priority | ←→ | Priority |
| Assignee | ←→ | Assignee |
| Tags | ←→ | Labels |
| Task due date | ←→ | Due date |
| Description footer | ← | Attachments |
| Link to ticket | → | Description footer |
| Description footer | ← | Link to issue |
| Ticket type | → | Issue type |
| Submitter | → | Reporter |
| Ticket number | → | Description footer |
| Description footer | ← | Issue number |
| Description footer | ← | Epic |
| Description footer | ← | Start date |
| Description footer | ← | Sprint |
| Description footer | ← | Sprint start date |
| Description footer | ← | Sprint end date |
| Description footer | ← | Original estimated duration |
| Description footer | ← | Remaining estimated duration |
| Description footer | ← | Time spent |
| Description footer | ← | Project name |
| Description footer | ← | Components |
| Description footer | ← | Affected versions |
| Description footer | ← | Fix versions |
| Group name | → | Description footer |
Note: after the initial sync, the Zendesk ticket description cannot be updated due to its read-only first comment nature. Any changes on the synced task description or fields of the description footer cannot be reflected in Zendesk.
What is not synced between Zendesk tickets and Jira issues or tasks?
| Mentions | Unito does not support user mentions in titles, descriptions, or comments |
| Jira Sprints | (On the roadmap) |
| Jira links/dependencies | (On the roadmap) |
| Jira subtasks | Subtasks are not current a feature in Zendesk |
| Some Zendesk rich text | For now, only basic text formatting such as bold, italic, and titles are supported. |
| Zendesk Date type custom field limitation | The Zendesk date type custom field only accepts yyyy-mm-dd format so the time (hours and minutes) information will be lost when syncing to this field. |
Customization options
Here are all the available options for Zendesk and Jira:
Sync Zendesk public comments
By default, only internal notes will sync but you do have the option to sync Zendesk public replies also.
Filter by tag or label
Unito will sync all tickets and issues by default, but you can customize your workflow by syncing just some of them with rules.
Filter by ticket type
You can filter which type of tickets you want to synced to Jira from Zendesk by setting rules based on issue type.
One-way flow with two-way updates
You can choose to sync only from Zendesk to Jira or Jira to Zendesk by changing flow direction.
Map your Jira and Zendesk users
You can now sync Jira users to Zendesk agents and admins (collaborators) by linking assignees.
Default type for new Jira issues
Unito lets you choose which issue type should be created in Jira each time a new ticket is synced from Zendesk.
Sync tickets/issues already closed
Unito will automatically sync open tickets or issues. But here is how to also sync closed tickets and issues prior to the sync creation.
Prefix Zendesk ticket title with Jira issue number
Unito doesn't sync the ticket number from Zendesk to Jira by default but you can enable numbers syncing to task titles in your sync settings under the more options tab.