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Introduction

You can synchronize Zendesk tickets with any of the supported issue tracking platforms.

Exalate has a distributed architecture. The Exalate app for Zendesk is responsible for translating issue tracker-based information to a common issue format (and the other way around).


You can exchange the following data between a Zendesk ticket and a Jira issue:

  • ticket id ↔ issue key
  • subject ↔ summary
  • description ↔ description
  • ticket type ↔ issue type
  • submitter ↔ creator
  • assignee ↔ assignee
  • requester ↔ reporter
  • comments ↔ comments
  • priority ↔ priority
  • status ↔ status
  • tags ↔ labels
  • attachments ↔ attachments
  • custom fields ↔ custom fields

Install the Exalate app

Exalate architecture requires installing one Exalate application on each instance.

You can install Exalate for the Zendesk app directly from your Zendesk account. The app is hosted on our server.

Install the Exalate app and configure the proxy user. The proxy user must be a dedicated Zendesk agent. 

The proxy user must generate the Access Token in the Zendesk Admin under Channels API tab. It will be used during the installation process. 

 How to install Exalate app


You can find Exalate app for Zendesk on the marketplace.

Pre-requisites

  • Exalate proxy user
  • Access Token generated by the proxy user

    You can generate the Access Token in your Zendesk Admin under Channels API tab. It will be used during the installation process. 

Check how to generate access token for more details.

1. Log in to your Zendesk account

2. Navigate to Apps section

3. Find Exalate app on the marketplace



4. Click Install to begin the installation process 

5. Select an account you want to install the app at (applicable only if you have multiple Zendesk accounts)

6. Fill in required fields

You must specify the proxy user email address or user name and previously generated access token for that user

3. Click Install to finish the installation process

Click Install button to finish installation process.

Congratulations! The app is installed, now you have a new icon on the left sidebar. Click the icon to open the Exalate app.


Next step

Configure the license

Set up a Connection

 Exalate proxy user


A proxy user is a user, that will be used to carry out any changes such as creating issues, updating data, adding comments and attachments, etc.

It's the user who impersonates external instances. All changes on local issues are performed on behalf of this user. You can use an existing user account or create a new one, specifically dedicated to the Exalate app. 

Attention

Changes made by the proxy-user will not be synchronized.

If you set the administrator as a proxy user and create issues with the help of the 'create on behalf of ' Service Desk functionality, issues will not be synchronized.

Configuration

The proxy user configuration depends on the issue tracking platform. 

How to set a proxy user on Jira Cloud

Atlassian creates the app user for Jira Cloud apps automatically. This user cannot be modified. The app user is a proxy user for Exalate.

The username is Exalate and email address is com.exalate.jiranode@connect.atlassian.com

The proxy user on Jira Cloud is a member of the following user-groups: 

  • atlassian-addons
  • atlassian-addons-admin
  • jira-core-users
  • jira-servicedesk-users
  • jira-software-users 


How to set a proxy user on Jira Server

Navigate to General settings in the Exalate admin menu to set the proxy user.

How to set a proxy user on Zendesk

Navigate to Admin - Apps - Manage - Exalate app settings - App configuration

Input the proxy user email address and the token generated by that user. Check how to generate access token for more details.

Exalate requires a dedicated zendesk admin as a proxy user. 

How to set a proxy user on Exalate for Servicenow

  1. Log in to the Exalted admin console
  2. Navigate to General Settings
  3. Input details:
    • Servicenow instance URL
    • Proxy user name
    • Proxy user password

The proxy user must have permissions to Create/Read/Update entities on ServiceNow instance. Check ServiceNow - Permissions for more details.




Required permissions

The proxy user needs permissions to create and change issue information.

The following permissions are required:

  • Browse Project
  • Create issue
  • Edit issue
  • Link issue
  • Transition issue: change statuses (on issue transition)
  • If comments are synchronized, the proxy user will need to add, edit, and delete a comment
  • If attachments are synchronized, the proxy user needs to add, and delete attachments
  • If work logs are synchronized, the proxy user needs to add, edit, and delete work log 
  • If security levels are synchronized, the proxy user needs to access the security levels
  • If you're using trigger the proxy user must be able to search issues. 


Jira Service Desk permissions

The proxy user needs to be a service desk agent.

 



Configure the License 

Once the installation is finished, you need to get the evaluation license.

Set up a Connection

Synchronization between two instances requires a configured Connection. One side needs to initiate the connection and send an invitation to the partner (the Destination instance). 

The other side needs to finish the configuration from their side. 

You can synchronize with any of the supported issue tracking platforms. For more details check out the typical use cases. 

You can set up the synchronization between your Zendesk and Jira Cloud using our new interface. It helps to configure the connection and map fields in-between from one single place. Make sure that you have admin access to both Zendesk and Jira Cloud to try this out.

To start synchronization with your partner - Initiate Connection

If you have an Invitation code - Accept an Invitation.


Synchronize tickets

You can start the synchronization of tickets on Zendesk in different ways: 

  • Configure a trigger to synchronize tickets automatically according to the specified search query.
  • If you have admin access to both instances, you can define the sync scope in the visual mode for both sync sides.
  • Synchronize tickets manually using Entity Sync Status panel in the Exalate admin console.


Configure the synchronization behavior of your use case with the help of the Zendesk configuration guides.