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Mastering Zendesk by Cedric F. Jacob

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JIRA integration

Integrating JIRA is not as simple as installing an app from the Marketplace. In order to understand the whole process, you should have some experience with JIRA or (and this is how I prefer to do it) work together with someone in charge of the JIRA setup.

Integration preparations

Before we can start, we need to make sure that a few conditions are met:

  • You must have admin rights in both Zendesk and JIRA
  • The JIRA account is both in the jira-administrators and the jira-software-users group
  • The reporter field has to be present on the Create Issue screen
  • Third-party cookies are enabled in your browser
  • Atlassian add-ons need the permission to access JIRA projects

The first condition is a no-brainer. Without having the admin permissions, we ...

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