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Hi,

When i create a ticket in Desk with an attachment and after that i create a Jira Bug (via the Jira-Zoho integration) then my developers can not see the attachment. 

How to solve this?

Regards
Herman

1 user has this question.
11 Replies
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Hello Herman,

The integration between Jira and Zoho Desk does allow the access to attachments in a ticket to a Jira Bug. However, this attachment is not added as a physical file. Instead, the attachments is added as a URL that is redirected to the Zoho Desk ticket instance. The below image shows you the attachment URL within the Jira Bug description.



Please note that  in order to access the attachment file or the relevant ticket in Zoho Desk, the Jira user has to have access to the Zoho Desk as an agent. 

  • 15 days ago

Hi,

Should this attachment link integration still work?

For me there are no links sent through to Jira from Zoho Desk. Has the functionality changed or is it possible that I have something wrong in my config.

I do see attachment links being sent back to Desk if a file is attached in Jira, but the Zoho Desk users can't open them unless they have Jira access rights.

Thanks

Hi

,

Yes, that’s correct! Any attachments added to a ticket’s comment will sync to JIRA as an attachment link, which redirects to the respective ticket. Similarly, JIRA provides an attachment link that will be added in the tickets which can only be accessed if you have JIRA access.

Just a heads-up—we’re actively working on enabling direct attachments instead of links to bypass permission restrictions. However, due to some technical constraints, this isn’t available yet. I’ll check in with our product team and keep this thread updated on any progress.

Regards,
Shivani | Zoho Desk

  • 14 days ago

Hi, 

Thanks for confirming that this should work.

However, for me the attachments are not working. Do you know why this may not be working? I can't see any setting that are related to attachments so I'm not sure why it's not working.

Hi

,

We’re on it! Just need a few details to dig deeper—send them over via #112133612, and we’ll take it from there.

Thanks,
Shivani | Zoho Desk

  • 14 days ago

I have replied to the ticket with the requested details.

The direct attachments would also be really helpful because some of our team who work in Jira don't have Zoho.

Along with the direct attachment, is there going to an update to the Jira plugin with any other new features? We would like to be able to sync additional information about the Contact and Account on the Ticket and custom fields. So any development on this would be great.

Thanks for your prompt response

,

I'll reach out to our product team regarding the Attachment sync functionality and keep this post updated. In the meantime, if you'd like the custom fields synced, we can use a Custom script to push data from Desk to JIRA. However, syncing data the other way around would need to be checked with the respective application due to API dependency.

Regards,
Shivani | Zoho Desk

  • 13 days ago

I would be really interested to find out about the custom script options to push data from Desk to Jira. For now we would only need this to be in this direction.

Would you be able to arrange for someone to maybe give me sample script that I can then customise with my custom fields?

Or is this something that you would need to do for me?

We can tailor the script for you,

. I'll follow up with you through our existing ticket for further details.

Cheers,
Shivani | Zoho Desk

Shivani, can I have the same script? It is very interesting!

Sure

! Share the custom field details with us at support@zohodesk.com —we’re already working on the script and can refine it accordingly.

Cheers,
Shivani | Zoho Desk

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