Zendesk Jira Plugin: Streamlining Collaboration for Support and Development Teams

Zendesk and Jira are two powerful tools that can greatly enhance the collaboration between customer support and development teams. By integrating these platforms, you can create a seamless communication process, saving time and improving efficiency. In this article, we will guide you through the process of setting up a Jira Zendesk integration using Exalate, a reliable integration tool. With this integration in place, you can synchronize data between Jira and Zendesk automatically, resulting in improved collaboration and a better experience for your users.

Why Integrate Jira with Zendesk?

There are two main reasons why you should consider integrating Jira and Zendesk:

1. Saving Time by Synchronizing Data

By integrating Jira and Zendesk, you can eliminate the need for manual data copying between the two platforms. Whenever a ticket is generated in Zendesk, a linked issue is automatically created in Jira. You can also sync multiple Zendesk tickets to a single Jira issue. This automation saves time and ensures that less information is lost during the synchronization process. As a result, you can provide a better user experience while also freeing up valuable time for your development team and customer service representatives.

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2. Driving Effective Collaboration between Service Desk and Development Teams

Integrating Zendesk and Jira enables seamless collaboration between your development and support teams. While each team may have different workflows and preferred tools, integrating Zendesk and Jira allows them to stay in their respective systems while effectively communicating with each other. Development teams can work within Jira, while customer support teams can provide detailed reports without needing to learn Jira. This integration ensures that both teams can leverage their preferred systems and workflows, resulting in improved efficiency and a happier, more productive workforce.

How to Choose the Right Technology for Setting up a Jira Zendesk Integration

Before setting up the integration, it’s important to choose the right technology that meets your specific integration requirements. Exalate is a recommended integration solution for its decentralized integration, flexibility, and reliability. Unlike other integration options, Exalate allows both teams working in Jira and Zendesk to reconfigure the synchronization without constant consultation. This autonomy ensures the security and control of information flow on both sides. Additionally, Exalate provides a two-way sync, enabling synchronization of custom Jira configurations, bidirectional updates, native comment exchange, and more. This level of flexibility and functionality cannot be achieved using Zendesk for Jira alone.

How to Set up a Jira Zendesk Integration (a Step-by-Step Process)

Now that you’ve chosen Exalate as your integration solution, let’s dive into the step-by-step process of setting up the integration between Jira and Zendesk:

Step 1: Install Exalate on Zendesk

To install Exalate on Zendesk, you’ll need to create a proxy user and generate a token for authentication. This user will be used specifically for the integration. Once you have the token, you can find and install Exalate from Zendesk’s marketplace. After installation, you’ll need to register for an Exalate node. This node will establish the connection between Zendesk and Jira.

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Step 2: Install Exalate on Jira

Next, you’ll need to install Exalate on Jira. Depending on your Jira version (Cloud, Server, or Data Center), the installation process may vary. Once installed, Exalate provides a common interface across all platforms, making it easy to configure and adapt to your needs.

Step 3: Connect Zendesk and Jira

To establish a connection between Zendesk and Jira, you’ll need to initiate the connection from one platform and accept the invitation from the other platform. Exalate offers three modes for setting up the connection: Basic Mode, Visual Mode, and Script Mode. Each mode provides different levels of customization and flexibility. Choose the mode that best suits your integration requirements. Once the connection is established, you can synchronize your first issue by entering the issue key or creating a trigger.

Step 4: Configure Your Connection

To control what information gets shared between Jira and Zendesk, you can configure sync rules. These rules define how data is mapped from one platform to the other. Exalate provides default mappings, but you can modify, add, or delete any mappings as needed. You can also synchronize custom Zendesk fields by adding them to the sync rules.

Step 5: Set Up Automated Synchronization Triggers

In addition to sync rules, you can set up synchronization triggers to determine when entities should be synced. Triggers enable you to define conditions for syncing specific types of entities. You can use platform-specific queries to match the desired conditions and automate the synchronization process.

Step 6: Synchronize Custom Zendesk Fields (Optional)

If you have custom fields in Zendesk that you want to sync, you can add them to the sync rules. Exalate allows you to synchronize custom fields by mapping them to their equivalents in Jira.

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Step 7: Start Synchronizing Tickets

With the integration and configuration in place, you can now start creating tickets. When a ticket that matches the defined conditions is created in Zendesk, it will automatically appear in Jira. Give the synchronization process a few minutes to take effect, and soon your platforms will be seamlessly synchronizing tickets without manual intervention.

Common Pitfalls to Avoid After Setting Up the Jira Zendesk Integration

When working with Zendesk and Jira, it’s important to be aware of how Zendesk handles “closed” tickets. Unlike Jira, once a ticket is marked as “closed” in Zendesk, it becomes read-only. This means you can no longer edit any data on the ticket. To avoid this limitation, consider not closing the issue in Jira if you still need to edit data in Zendesk. Alternatively, you can use similar-sounding statuses such as “Resolved” or “Done” to indicate completion without restricting further edits.


Integrating Jira and Zendesk through Exalate offers numerous benefits for your support and development teams. By setting up a seamless collaboration between these platforms, you can save time, improve efficiency, and provide a better user experience. Follow the step-by-step process outlined in this article to set up a Jira Zendesk integration that suits your specific needs. For more information and recommended reads on other integrations, visit ProgramMatek.

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