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Fix Zendesk → Jira Sync Issues (Not Working, Errors, Duplicates)

🔧 6 Common Issues

Diagnose and resolve common sync problems. We've documented the 6 most common issues, their root causes, and exactly how to fix them. See step-by-step fixes for duplicates, missing fields, rate limit errors, and connection issues.

high Very High Frequency

Infinite update loop: Zendesk re-opens Jira, Jira updates Zendesk, creating 100s of notifications.

Also searched as: "Zendesk Jira infinite update loop: zendesk re-opens jira, jira updates zendesk, creating 100s of notifications."

#1 Integration User Trigger Loop 95% likely

📋 How to Diagnose

  1. 1. Zendesk Trigger: 'When ticket is updated' -> Send to Jira.
  2. 2. Jira Automation: 'When issue is updated' -> Send to Zendesk.
  3. 3. Neither system filters out updates made by the integration bot.

✓ Solution

Add condition to Zendesk trigger: 'Current User IS NOT Jira_Integration_Bot'. Do the same in Jira automation.

⏱️ Est. time: 15 min

View Setup Guide
high Very High Frequency

Zendesk 'Pending' != Jira 'Waiting for Input'; statuses don't map correctly, engineers can't see open action items

Also searched as: "Zendesk Jira zendesk 'pending' != jira 'waiting for input'; statuses don't map correctly, engineers can't see open action items"

#1 Status Code Mismatch (Different Workflow States) 95% likely

📋 How to Diagnose

  1. 1. Zendesk > Admin > Ticket Status > List all statuses (New, Open, Pending, On-Hold, Solved, Closed)
  2. 2. Jira > Project Settings > Workflows > List all issue statuses (Open, In Progress, In Review, Done, etc.)
  3. 3. Compare: Zendesk 'Pending' usually means 'waiting for customer' but Jira has no equivalent

✓ Solution

Map Zendesk statuses to equivalent Jira statuses (Pending → In Progress, On-Hold → Waiting for Input). If no equivalent exists in Jira, create a custom status or use Make to translate between them intelligently.

⏱️ Est. time: 30 min

Use Make → →
View Setup Guide
high High Frequency

Comments sync twice: once from Zendesk → Jira, then Jira updates loop back to Zendesk → Jira, creating duplicate comments

Also searched as: "Zendesk Jira comments sync twice: once from zendesk → jira, then jira updates loop back to zendesk → jira, creating duplicate comments"

#1 Bidirectional Comment Sync Without Exclusion 100% likely

📋 How to Diagnose

  1. 1. Zendesk > Settings > Integrations > Jira > Check 'Sync Comments' toggle
  2. 2. Jira > Automation Rules > Check if any rule listens to 'Comment Added' and syncs back
  3. 3. Review Zendesk audit log: Look for alternating comment sources (Zendesk User → Jira Integration Bot → Zendesk Integration Bot)

✓ Solution

Set sync direction to one-way (Zendesk → Jira only). Or add condition to ignore comments from 'ZendeskJiraBot' user. If two-way is needed, use Make with deduplication: track comment IDs to prevent re-sync.

⏱️ Est. time: 20 min

Use Make → →
View Setup Guide
high Moderate Frequency

Zendesk custom fields (severity, customer type, SLA tier) not mapping to Jira; tickets lose context

Also searched as: "Zendesk Jira zendesk custom fields (severity, customer type, sla tier) not mapping to jira; tickets lose context"

#1 Custom Field Mapping Not Configured 100% likely

📋 How to Diagnose

  1. 1. Zendesk > Admin > Fields & Customization > Check custom field list
  2. 2. Jira > Project Settings > Fields > Check if corresponding fields exist in Jira
  3. 3. Zendesk Integration Settings > Check if custom fields are included in 'Field Mapping'

✓ Solution

Create custom fields in Jira for each Zendesk field needed (Severity, Customer Type, SLA Tier). Map them in Zendesk integration settings or use Make to handle unmapped fields.

⏱️ Est. time: 45 min

Use Make → →
View Setup Guide
medium High Frequency

Support escalates tickets to Jira, but Engineers ignore them because they lack technical context.

Also searched as: "Zendesk Jira support escalates tickets to jira, but engineers ignore them because they lack technical context."

#1 No Triage/Approval Gate 100% likely

📋 How to Diagnose

  1. 1. Native sync pushes tickets immediately upon tagging.
  2. 2. No human review step exists to verify it's a real bug.

✓ Solution

Insert a Relay.app approval step. Support tags ticket -> Manager gets Slack ping to 'Approve Escalation' -> Jira ticket created only if approved.

⏱️ Est. time: 30 min

Use A2X → →
View Setup Guide
medium Moderate Frequency

All Zendesk tickets become Jira 'Tasks'; Bug vs Feature requests not distinguished, harder to prioritize

Also searched as: "Zendesk Jira all zendesk tickets become jira 'tasks'; bug vs feature requests not distinguished, harder to prioritize"

#1 No Zendesk Tag → Jira Issue Type Mapping 90% likely

📋 How to Diagnose

  1. 1. Zendesk > Admin > Tags > List tags for ticket classification (bug, feature-request, regression)
  2. 2. Check if Zendesk integration has logic to convert tags to Jira issue types (Bug, Task, Story)
  3. 3. Review Jira project: Are all escalated tickets created as 'Task'?

✓ Solution

Set up conditional logic in Make: If Zendesk ticket has tag 'bug' → Create Jira Bug. If 'feature-request' → Create Jira Story. Default → Jira Task.

⏱️ Est. time: 30 min

Use Make → →
View Setup Guide

Step 1: Try the Official Integration

Direct connection

Start with the native integration if available. It's usually the most reliable, but may have limitations.

View Setup Guide

Free with your subscription

Step 2: Use Make for Custom Flows

No code automation

Create custom integration workflows with Make's visual designer. It works with almost any API.

Try Make Free →

1000 ops/mo free. No credit card.

Step 3: Self-Hosted with n8n

Full data control

Need complete data privacy? n8n is open-source and self-hostable. Build custom integrations with full control over your data.

Try n8n Free →

Open source. Self-host or cloud. Unlimited ops.

Step 4: Add Human Review

Approval automation

Relay adds human-in-the-loop approvals, Slack/Teams alerts, and conditional logic to your automation.

Try Relay Free →

1000 actions/mo free. No credit card.