Create an issue in Jira Cloud when a ticket is created in Zendesk

This template demonstrates how to create an issue in Jira Cloud when a ticket is created in Zendesk. Summary (subject in Zendesk), reporter (requester in Zendesk), assignee, priority and description (includes a reference to Zendesk ticket) field values are copied over. Get started to learn more.

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📋 Overview

This template demonstrates how to create an issue in Jira Cloud when a ticket is created in Zendesk. Summary (subject in Zendesk), reporter (requester in Zendesk), assignee, priority and description (includes a reference to Zendesk ticket) field values are copied over.

🖊️ Setup

1. Create connectors for Zendesk and Jira Cloud (or use existing ones) to set up the API connections and event listener.
2. When you set up the event listener, make sure to select the Trigger or automation option on the instructions dialog.
3. In step 12 of the instructions dialog, make sure you add the condition under Meet all of the following conditions and set Category to Ticket > Ticket, Operator to Is and Value to Created.
4. In step 16 of the instructions dialog, copy the example payload and paste it as your JSON body.
5. In this workspace, go to Parameters, and set the PROJECT_KEY parameter to match the key of the project in Jira Cloud where you want the new issue to be created. Optionally, you can also change which issue type to use in Jira Cloud or how priority and status map from Zendesk to Jira Cloud.

🚀 Using the template

When you create a ticket in Zendesk, a new issue will be created in Jira Cloud containing the url of the corresponding Zendesk ticket in the description.

import JiraCloud from './api/jira/cloud';
import Zendesk from './api/zendesk';

// This function creates a new issue in Jira Cloud when a ticket is created in Zendesk
export default async function (event: ZendeskTicketCreatedEvent, context: Context): Promise<void> {
    if (context.triggerType === 'MANUAL') {
        console.error('This script is designed to be triggered externally or manually from the Event Listener. Please consider using event listener test event payload if you need to trigger this script manually.');
        return;
    }

    // Get the parameters specified for this template
    const { ISSUE_TYPE, PROJECT_KEY, ZENDESK_TO_JIRA_CLOUD_STATUS_MAPPING, ZENDESK_TO_JIRA_CLOUD_PRIORITY_MAPPING } = getParameters(context);

    try {
        // Get more data about the Zendesk ticket that triggered the event
        const ticket = await Zendesk.Ticket.getTicket({ ticket_id: event.ticketId });

        // If the ticket has a priority, try to find the corresponding one in Jira Cloud
        const jiraPriority = ticket.ticket.priority ? ZENDESK_TO_JIRA_CLOUD_PRIORITY_MAPPING[ticket.ticket.priority] : undefined;

        // Get the requester and assignee of the ticket if specified
        const requester = ticket.ticket.requester_id ? await Zendesk.User.getUser({ user_id: ticket.ticket.requester_id }) : undefined;
        const assignee = ticket.ticket.assignee_id ? await Zendesk.User.getUser({ user_id: ticket.ticket.assignee_id }) : undefined;

        // Try to find a reporter and assignee in Jira Cloud with matching emails to those in Zendesk
        const jiraReporter = requester && (await JiraCloud.User.Search.findUsers({ query: requester?.user.email }))?.[0];
        const jiraAssignee = assignee && (await JiraCloud.User.Search.findUsers({ query: assignee?.user.email }))?.[0];

        // Extract the Zendesk instance url from the ticket's metadata path
        const zendeskUrl = ticket.ticket.url.split('/api/')[0];

        // Construct a url for viewing the Zendesk ticket
        const ticketUrl = `${zendeskUrl}/agent/tickets/${event.ticketId}`;

        // Create an issue in Jira Cloud using parameter values and Zendesk ticket data
        const issue = await JiraCloud.Issue.createIssue({
            body: {
                fields: {
                    project: {
                        key: PROJECT_KEY,
                    },
                    issuetype: {
                        name: ISSUE_TYPE,
                    },
                    summary: `Zendesk ticket: ${ticket.ticket.subject}`,
                    description: {
                        type: "doc",
                        version: 1,
                        content: [
                            {
                                type: "paragraph",
                                content: [
                                    {
                                        type: "text",
                                        text: ticket.ticket.description
                                    },
                                    {
                                        type: 'hardBreak'
                                    },
                                    {
                                        type: "text",
                                        text: "Zendesk ticket url",
                                        marks: [
                                            {
                                                type: "link",
                                                attrs: {
                                                    href: ticketUrl,
                                                }
                                            }
                                        ] as any
                                    }
                                ]
                            }
                        ]
                    },
                    priority: jiraPriority && {
                        name: jiraPriority
                    },
                    reporter: jiraReporter && {
                        accountId: jiraReporter.accountId
                    },
                    assignee: jiraAssignee && {
                        accountId: jiraAssignee.accountId
                    },
                }
            }
        });

        // Try to find a corresponding status in Jira Cloud for the Zendesk ticket
        const jiraStatus = ZENDESK_TO_JIRA_CLOUD_STATUS_MAPPING[ticket.ticket.status];

        if (jiraStatus) {

            // If a corresponding status is found, fetch all transitions in Jira Cloud
            const transitions = await JiraCloud.Issue.Transition.getTransitions({ issueIdOrKey: issue.id });

            // Find the required transition
            const transition = transitions.transitions.find(t => t.name === jiraStatus);

            // Transition the Jira Cloud issue to the status that matches the one in Zendesk, if it already doesn't
            await JiraCloud.Issue.Transition.performTransition(
                {
                    issueIdOrKey: issue.id,
                    body: {
                        transition:
                        {
                            id: transition.id
                        }
                    }
                }
            );
        }

        // If the operation was successful, log out the key for the created Jira Cloud issue
        console.log(`Created a Jira Cloud issue with key: "${issue.key}".`);

    } catch (error) {
        // In case of an error, log it out
        console.error('Error creating an issue in Jira Cloud', error)
    }
}

interface ZendeskTicketCreatedEvent {
    ticketId: number;
}

interface Parameters {
    PROJECT_KEY: string;
    ISSUE_TYPE: string;
    ZENDESK_TO_JIRA_CLOUD_STATUS_MAPPING: Record<string, string>;
    ZENDESK_TO_JIRA_CLOUD_PRIORITY_MAPPING: Record<string, string>;
}

export function getParameters(context: Context) {
    return context.environment.vars as Parameters;
}