Filing Tickets as Issues - JIRA
On most occasions, you will lose track of the issues once customers raise them. But not anymore when you integrate the JIRA app into Zoho Desk. As an agent, you can submit tickets as JIRA issues from inside Zoho Desk tickets. Once created, you can view the issues and keep track of their status until resolved.
Issue Filing Options
Here are some options with respect to filing issues in Zoho Desk:
- You can choose to create a new JIRA issue or link to an existing one from a ticket.
- Based on the amount of information you want to share with developers, you may file an issue from a particular ticket thread or for the entire ticket.
Filing a New JIRA Issue
You can create a new JIRA issue from the details page of a ticket.
To create a new JIRA issue:
- Open a ticket to view its details.
- Click the More Actions icon (
) on a customer response.
Note: Click the More Actions icon ( - Click File an issue in JIRA from the drop menu.
- In the Add Issue page, do the following:
- Select the JIRA Project where you want to create the issue.
- Enter other details about the issue like Issue Type, Assignee, and Reporter.
- Edit the Issue Summary and the Description if required.
By default, the ticket's subject and its email content are set as the summary and description respectively. - Click Create.
A new issue is created and linked to the ticket. You can click the JIRA icon ( 
) on the upper-left side of the ticket to view details like Issue ID, Priority and Status. You can also choose to Close or Delink the issue from here.
Notes:
- You can file (or link) one JIRA issue per ticket.
- You must delink an issue before creating a new one.
- If you can't modify the Reporter field, you must request your JIRA administrator (the one who'd set up this integration) to turn on the "Modify Reporter" permission for themselves.
Linking an Existing JIRA Issue
If you've received a ticket that is related to an existing JIRA issue, you can link both up in Zoho Desk.
To link an existing JIRA issue:
- Open a ticket to view its details.
- Click the More Actions icon (
- Click File an issue in JIRA from the drop menu.
- In the Add Issue page, click Link Issue at the top of the page.
- Enter the Issue Key of the issue you wish to link to this ticket. E.g., ZDK-100
- Click Link.
The ticket is linked to the existing issue in JIRA. You can click the JIRA icon ( ) on the upper-left side of the ticket to view details like Issue ID, Priority and Status. You can also choose to Close or Delink the issue from here.
Collaboration over Comments
Comments are always in sync for better collaboration between development teams and the support team. For example, a comment left on a ticket is also visible on its linked issue in JIRA and vice versa.
Note:
- You must have enabled the option to sync comments under Zoho Desk settings for JIRA. For help on this, please refer the attached screen-shot.
- Only comments posted after linking JIRA issues are synced between the platforms.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Configuring Zoho Desk for JIRA
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 ...Configuring Zoho BugTracker Integration
Efficient issue management is the key to the success of any engineering team. In fact, your customers expect a lot from the software you develop, and they provide the best possible feedback. Unless the bugs (read feedback) are resolved and managed ...Filing Tickets as Bugs - Zoho BugTracker
Zoho Desk agents can submit tickets as new bugs. When you file a bug, it gets routed to the associated project in the Zoho BugTracker. The bugs can then be worked upon by your engineers in the Zoho BugTracker portal. To file a bug: Go to the ...FAQs: Working on Tickets
What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...Report Columns for Tickets - Explained
When you create a report on the tickets module, you can choose what columns to include. For example, you need to select the field names from the Available Columns list box whose data will be displayed on the report. Besides the field names, you can ...
New to Zoho LandingPage?
Zoho LandingPage Resources