Wasting time switching between Zendesk and Jira?
"My Support team needs to grow efficiently, but my agents waste hours every week. They have to break their workflow, leaving Zendesk to dig around in Jira for information they need and to update Jira issues. It's so time consuming."
Ashley, Head of Customer Support
How Intalayer helps your Support team
Stop breaking your Zendesk workflow

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Keep your Support team in Zendesk

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Automate processes that slow down your team

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How intalayer compares

The faster, smarter Zendesk - Jira connector

Intalayer uses a Natural Language Processing algorithm to help your team do the jobs they need, faster and more accurately.
Intalayer Zendesk - Jira Integration
Instantly match Zendesk tickets to similar Jira issues
Match all Zendesk ticket content with all Jira issue content
Match based on keywords and synonyms to bridge language barriers
See all Jira issue details in Zendesk
Link Zendesk tickets to similar Jira issues
Create new Jira issues within Zendesk
Get status updates in Zendesk when a linked Jira issue changes status
'Zendesk Support for Jira' Integration
Use a manual keyword search tool to find similar Jira issues
Only match the keywords you search for against Jira issue title
Rely on exact keyword search to find similar Jira issues
Only see Jira issue title in Zendesk
Link Zendesk tickets to similar Jira issues
Create new Jira issues within Zendesk
Get status updates in Zendesk when a linked Jira issue changes status
Are You Ready?

Try now for free!

100% FREE. Intalayer needs to be installed onto both Zendesk and Jira.
Enter your work email to receive installation steps.

How intalayer works

Instantly match and link Zendesk tickets to existing Jira backlog issues

Intalayer's Zendesk - Jira integration uses Natural Language Processing algorithms to instantly match Zendesk tickets to similar Jira issues.

With just 1 click, your Support team can search and link from Zendesk and save hours every week. Avoid breaking your Zendesk workflow and stop your team from having to leave Zendesk to manually search and link in Jira.

Katie Robinson
founder of IndieGo
Simple & Powerful

Save hours transferring data from Zendesk to Jira

Intalayer automatically transfers data from Zendesk to Jira, including customer attachments and agent comments.

Support teams can save hours every week by avoiding the need to manually create Jira issues or copy/paste Zendesk data into Jira.

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Stay up-to-date on Jira issue status

Get visibility into the progress of Jira issues that are linked to Zendesk tickets. As Jira issues move through the build cycle, Intalayer's connector makes changes in Jira issue status visible to Support team in Zendesk.

Your team will no longer need to leave Zendesk to search in Jira or ask your Engineering team for updates.

Katie Robinson
founder of IndieGo
Are You Ready?

Try now for free!

100% FREE. Intalayer needs to be installed onto both Zendesk and Jira.
Enter your work email to receive installation steps.

data SEcurity & privacy Faq
Intalayer takes the security and privacy of your business and customers very seriously. See the FAQ below and our Security Policy, Privacy Policy and Terms of Service for more details.

What is the Intalayer Zendesk - Jira integration process?

  1. Jira admin installs Intalayer app on Jira Software from the Atlassian marketplace and authenticates using one time credentials provided by Intalayer.
  2. The Jira admin configures the Intalayer app to connect and sync with selected Jira project/s. Connecting and syncing Intalayer with Jira project/s means that the Intalayer database will have a 'live' mirrored version of the Jira project backlog. When issues are created, updated or deleted in the Jira instance, these changes reflect in the Intalayer database. These Jira project/s are where Intalayer will sync backlog issues from, for Support teams to match with Zendesk tickets. These will also be the Jira project/s where Support teams will be able to enrich existing Jira issues or create new Jira issues directly from Zendesk. Intalayer will push issues to the backlog of the project.
  3. The Zendesk admin installs the Intalayer app on Zendesk from the Zendesk marketplace and authenticates using one time credentials provided by Intalayer
  4. When a Support agent is viewing a Zendesk ticket they will then see the Intalayer app in right side Zendesk Apps panel
  5. The Support agent can then click the 'Find Similar Issues' button on the Intalayer app to analyse content in the Zendesk ticket and match it with the most similar Jira issue in the Intalayer database.
  6. Intalayer does not sync with the entire Zendesk instance and only analyses the Zendesk ticket content once the 'Find Similar Issues' button has been clicked
  7. On ticket creation or linking, Intalayer stores the content of the Zendesk ticket and Jira issue

Will the Intalayer Zendesk - Jira integration store any personal data?

Intalayer stores the following personal data:
  • The content of the Zendesk ticket and the Jira issues as well as their associated author's names and email addresses. This data could contain anything that the customer or Support agent decides to submit to the ticket.
  • Usernames, email addresses and timezones of Support agents that have been provided with Intalayer credentials
  • Names and email addresses of customers that are associated with analysed Zendesk tickets

What is the data retention period for data Intalayer stores?

All data is retained permanently, we currently employ a soft delete process. However, we are happy to remove data on request and are considering moving to hard delete. i.e. a Jira ticket is deleted via Jira and also hard deleted on Intalayer via a webhook. We are also looking at providing a workflow for automated deletion of data in line with GDPR right to be forgotten, but this will be hard deletion with no backups stored.

Who has access to the data stored by Intalayer?

Only the Intalayer CTO has raw access to production data, using encrypted connection methods. A similar level of access will only be provided to select Intalayer engineering staff upon completed training and becoming familiar with our security policies and measures. We endeavour to follow the guidelines set out by common security certifications like ISO 27001 and OWASP guidelines and perform regular security reviews. We keep excellent documentation of attack vectors, mitigation policies and staff policies to ensure our staff follow correct procedures when dealing with customer data or developing production ready code. To name a few of these policies:
  • Access control - provided credentials are used to determine which accounts the request has access to, preventing cross contamination of data.
  • Principle of least privilege - Staff are only given as much access and privilege as required to perform their duties.
  • Encryption at rest and at transit of all data.
User access to data is provided through the server where a variety of authentication and access control measures exist to mitigate any unauthorized access.

Will the Intalayer Zendesk - Jira integration do any profiling of end users?

No, Intalayer does not perform any type of user profiling to analyze or predict aspects concerning that natural person's performance at work, economic situation, health, personal preferences, interests, reliability, behavior, location or movements and has no plans to do so in the future. Any data processing is performed with the goal of providing ticket matching and data analytics, however the use of this processed data is at the sole discretion of the end user (i.e. your Support team). More specifically, Intalayer processes data to provide insights into ticket prioritization metrics.
Are You Ready?

Try now for free!

100% FREE. Intalayer needs to be installed onto both Zendesk and Jira.
Enter your work email to receive installation steps.