Seamlessly Bridge Zendesk and Jira for Enhanced Ticket Management
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Automate the creation and updating of Jira issues directly from new Zendesk tickets. This integration ensures that support requests are efficiently escalated to your development or project management teams, keeping both systems in sync.
About This Workflow
This n8n workflow automates the critical process of transferring customer support issues from Zendesk to Jira. Upon receiving a new ticket in Zendesk, the system first retrieves the ticket details. It then intelligently determines if a corresponding Jira issue already exists. If not, a new Jira issue is created, populated with the Zendesk ticket's subject and a direct link to the original ticket for easy reference. Subsequently, the Zendesk ticket is updated with the newly created Jira issue key. If a Jira issue does exist, the workflow simply adds the Zendesk ticket's comment to the existing Jira issue, ensuring all communication is centralized and accessible.
Key Features
- Automated Jira Issue Creation: Instantly create Jira issues from new Zendesk tickets.
- Intelligent Issue Linking: Automatically checks for existing Jira issues to prevent duplicates.
- Bidirectional Updates: Updates Zendesk tickets with Jira issue keys and comments Jira issues with Zendesk activity.
- Customizable Fields: Easily map Zendesk ticket information to Jira fields.
- Web-Triggered Automation: Initiates workflows seamlessly via Zendesk webhooks.
How To Use
- Configure Zendesk Webhook: Set up a webhook in Zendesk to trigger the n8n workflow on new ticket creation.
- Retrieve Zendesk Ticket: Connect the
On new Zendesk ticketnode to your Zendesk instance to fetch ticket details. - Get Full Ticket Data: Use the
Get ticketnode to retrieve all necessary information from the newly created Zendesk ticket. - Determine Existing Jira Issue: Configure the
Determinefunction to check if a Jira issue key already exists in a custom Zendesk field (e.g., using field ID6689934837021). - Conditional Logic (IF node):
- If a Jira issue key is found, route to the
Create comment to existing issuenode. - If no Jira issue key is found, route to the
Create issuenode.
- If a Jira issue key is found, route to the
- Create Jira Issue: In the
Create issuenode, configure the Jira project, issue type, summary (from Zendesk subject), and description (linking back to Zendesk). - Update Zendesk Ticket: After creating a Jira issue, use the
Update ticketnode to add the Jira issue key to the designated custom field in Zendesk. - Comment on Existing Jira Issue: If a Jira issue already exists, use the
Create comment to existing issuenode to add the Zendesk comment to it.
Apps Used
Workflow JSON
{
"id": "ef438018-86b0-4036-8e91-0245517f87fa",
"name": "Seamlessly Bridge Zendesk and Jira for Enhanced Ticket Management",
"nodes": 21,
"category": "Operations",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
Get This Workflow
ID: ef438018-86b0...
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