The JIRA integration allows your customer support team and the product team to work together for greater productivity. Your agents can submit tickets as issues in Zoho Desk, while engineers can manage its R&D in JIRA. For example, an issue filed in a Zoho Desk Department gets added to its mapped project in JIRA. The comments and status updates are synced both-way in real-time.

The integration supports both on-premiseand on-demand (cloud) versions of JIRA. If you're using the on-demand version, please keep in mind that your JIRA URL should be accessible to the help desk server.

Note

• The Atlassian JIRA integration is available only for the paid editions.
  

• Provides a clear view of the life cycle of tickets regardless of whether part of it is managed in Zoho Desk or JIRA.
  
• Map your departments in Zoho Desk to one or more JIRA projects. This allows you to file issues under related projects in JIRA quickly.
  
• Agents and engineers can collaborate over comments. They can ask questions, suggest ideas, or report concerns that will assist in fixing an issue or closing a ticket.
  
• Keep your agents informed about their issue's progress. They will receive notifications every time someone updates the status or leaves a comment in JIRA.
  
• View JIRA issue details like assignee, status, etc., from inside a ticket.

1. Generate a Public Key in Zoho Desk.
   
2. Create an Application Link in JIRA.
   
3. Add a Custom Field in JIRA.
   
4. Complete the Authentication in Zoho Desk.
   
5. Customize the Sync Actions and Department-to-Project Mapping.

1. Log in to Zoho Desk with Administrator privileges.
   
2. Click the Setup icon ( ) in the top menu.
   
3. Click Others under the Marketplace menu.
   
4. Click JIRA on the Otherspage.
   
5. Select your Versionof JIRA on the JIRA Integrationpage.
   You can choose between Cloud and On-premise.
6. Enter your JIRA Portal URL (without the https://prefix).
   Note: The URL for on-premise variants should be configured with HTTPS and exposed to the internet.
7. Click Generate Public Key.

1. Log in to JIRA as a user with Administrator permissions.
   
2. Click Jira settings in the left side panel, then click Products.
   
3. Next, click on Application links, under Integrations.
   
4. On the Configure Application Linksscreen, enter your Zoho Desk URL(i.e., https://desk.zoho.com/).
   
5. When you're done, click Create new link.
   
6. Next, you may receive a message that says no response was received from the URL you entered. Don't be alarmed, this is actually OK. Ignore this message and click Continue.
   
7. On the Link applications window, do the following:
   
• Enter "Zoho Desk"as the Application Name, and choose Generic Application.
  
• Check the Create incoming linkoption.
  Note:You do not need to fill in the other fields.
• Click Continue.
  
8. The Link Applicationswindow will reappear, this time asking for more information. Also refer to JIRA REST API documentation
   
• Enter the Consumer Key, Consumer Name, Public Key, Request token URL, Authorization URL, Access token URL, OAuth signing type, and Consumer Key displayed on completing Step 1in Zoho Desk.
  
• Click Continue.
  

1. Log in to JIRA as a user with Administrator permissions.
   
2. Click the Administrationicon (  ) and then click Issues.
   
3. From the left-side menu, select Custom Fields.
   
4. Click Add Custom Field.
   
5. Select Text Field (Multi-line) on the Field Typewindow and click Next.
   
6. Enter "Zoho Desk Ticket" as the Field Name and click Create.
   
7. Now, you must associate the custom field to the screens in JIRA.
   Select all the check boxes alongside the screens and click Update.
   Tip: You can select only the screens of those projects you map with Zoho Desk.

• Do not proceed with authentication until you have created an application link in JIRA (see, Step 2). 
  

1. Click the Setup icon ( ) in the top menu.
   
2. Click Others under the Marketplace menu.
   
3. Click JIRA on the Otherspage.
   
4. Click Authenticateon the JIRA Integrationpage.
   Note: Log in to JIRA if you have not already done so.
5. You will be prompted with a Request for Accessmessage.
   Alert: Make sure the pop-up blocker on your browser is turned off to receive this prompt.
   Click Allowto grant access to your JIRA data.

1. Click the Configure Sync Actionstab on the JIRA Integrationpage.
   
2. Click the togglecorresponding to a sync actionto enable or disable it.
   Your actions will be saved instantaneously.

1. Click the Map Zoho Desk Departments with JIRA Projectstab on the JIRA Integrationpage.
   
2. Click the togglecorresponding to a department to enableor disableit for filing issues.
   
   
   
   
3. Under the JIRA Projectscolumn, you can choose to file issues in all JIRA projectsor only the specified projectsfrom the drop-down menu.
   To customize the mapping, do one of the following:

• Select File an issue in all projects. [All JIRA projects are selected]
  
• Click Submit.
  
  (OR)
  
• Select File an issue in selective projects.
  
• Click the Addicon ( ) alongside the drop-down menu.
  
• Select the projects you would like to create issues in, on the slider window.
  
• Click Save inside the slider window.