IF

For platform IF, automate ticket management by integrating Jira and Zendesk. This workflow creates Jira issues from new Zendesk tickets, updates tickets with Jira issue keys, and adds comments to existing Jira issues, streamlining communication and enhancing project tracking.

7/8/2025
7 nodes
Complex
webhookcomplexjirazendesklogicconditionalcodecustomintegrationapi
Categories:
Communication & MessagingComplex WorkflowWebhook Triggered
Integrations:
JiraZendesk

Target Audience

This workflow is ideal for:
- Project Managers who need to streamline the integration between Jira and Zendesk, ensuring that customer support issues are efficiently tracked and resolved.
- Support Teams looking to automate the process of creating and updating issues in Jira based on incoming Zendesk tickets, reducing manual entry and potential errors.
- Developers who want to enhance collaboration between support and development teams by linking support tickets to project management tools like Jira.
- Business Analysts focused on improving operational efficiency and data accuracy in issue tracking and resolution processes.

Problem Solved

This workflow addresses the challenge of managing customer support tickets effectively by automating the following:
- Creating Jira Issues from new Zendesk tickets, ensuring that no issues are overlooked.
- Updating Zendesk tickets with the corresponding Jira issue key, which helps in tracking the status of issues across platforms.
- Adding comments to existing Jira issues when relevant Zendesk tickets are received, facilitating better communication and context for developers.

Workflow Steps

  • Webhook Trigger: The workflow starts when a new Zendesk ticket is created, triggered by a webhook.
    2. Get Ticket Details: The ticket's details are fetched from Zendesk using its ID.
    3. Determine Jira Issue Key: A function checks if the ticket already has an associated Jira issue key in the custom fields.
    4. Conditional Logic: If the Jira issue key is found, the workflow proceeds to add a comment to the existing Jira issue. If not, it creates a new Jira issue based on the ticket details.
    5. Create Jira Issue: A new issue is created in Jira with the ticket's subject and a link to the Zendesk ticket.
    6. Update Zendesk Ticket: The Zendesk ticket is updated to include the newly created Jira issue key.
    7. Comment on Existing Issue: If applicable, a comment is added to the existing Jira issue with the content from the Zendesk ticket.

    • Customization Guide

    Users can customize this workflow by:
    - Modifying Webhook Settings: Change the webhook ID or path to match your Zendesk setup.
    - Adjusting Jira Project and Issue Types: Update the project ID and issue type in the Create issue node to reflect your organization's Jira configuration.
    - Custom Field IDs: Change the ISSUE_KEY_FIELD_ID in the Determine node to correspond to the actual custom field ID used in your Zendesk instance.
    - Adding Additional Fields: Enhance the Create issue or Update ticket nodes with more fields as necessary for your project requirements.
    - Implementing Additional Logic: Extend the function in the Determine node to incorporate more complex logic based on your specific needs.