Skip to main content
Admins can find these settings after Jira is connected: Settings > Agent Assist App > Jira Integration. The card has three options: Issue template, Field sync, and Linked tickets.

​
Issue template

The template prefills the description when an agent creates a Jira issue from the Agent Assist sidebar. Agents can edit it before creating the issue.
  1. Open Issue template.
  2. Enter the default description. Add placeholders where ticket context should go:
  3. Check the preview and click Save.
The template can’t be blank and can be up to 10,000 characters. Click Use product default to restore the IrisAgent template. Changes apply only to new Jira issues.

​
Linked tickets (Zendesk only)

IrisAgent can keep a list of linked Zendesk tickets on each Jira issue.
  1. Ask a Jira admin to create these two custom fields with these exact names and types, and add them to the field context and issue layouts of your connected projects:
  2. In IrisAgent, open Linked tickets, turn on Write linked tickets to Jira, and click Save.
Mockup of a Jira issue showing a linked Zendesk ticket list and ticket count maintained by IrisAgent How it works:
  • Off by default. When on, IrisAgent rewrites both fields when an agent creates or links a Jira issue from the IrisAgent sidebar. Repeat links don’t create duplicates.
  • Links made elsewhere show up the next time an agent creates or links from the sidebar. IrisAgent does not poll Jira.
  • Turning it off stops updates but does not clear existing values.
  • The connected Jira user must be able to browse and edit the issues, and both fields must be editable for the issue type.
  • If a field is missing, misnamed, the wrong type, or outside the issue’s field context, linking still works but the summary is not written.
  • Suggested tickets are not included until an agent links them.
Use the count in JQL, for example: "Iris Zendesk Ticket Count" > 0

​
Field sync (Zendesk only)

Field sync copies Jira values into Zendesk ticket fields, one way, for Jira issues linked through the IrisAgent sidebar or the Zendesk Jira integration. Destinations must be active Zendesk custom fields or the standard Status and Priority fields. Each destination can be used in only one mapping.
  1. Open Field sync and turn on Enable field sync.
  2. Click Add mapping and pick a Jira source and a Zendesk destination.
  3. For dropdowns and standard Status or Priority, add at least one Value mapping. Unmapped Jira values are skipped.
  4. For custom fields, optionally check Clear the Zendesk field when the Jira value is empty. Standard Status and Priority can’t be cleared.
  5. Click Save.
Updating Zendesk Status can run triggers and automations, affect SLAs, send satisfaction surveys, or start auto-close. A Solved update can fail on an unassigned ticket. Closed is not available because it can’t be undone.
After you save:
  • Only Jira changes ingested after saving are synced. Existing tickets update the next time their Jira issue changes.
  • Updates run in the background. If a ticket has several linked Jira issues, the most recently updated one wins.
  • With custom ticket statuses, IrisAgent uses the default custom status for the mapped category.
  • Renaming a Zendesk field is fine (IrisAgent stores the field ID). If you delete or deactivate one, pick a new destination.