Zendesk Ticket to Jira Bug Sync

Overview

This solution connects Zendesk support and Jira engineering without copy-paste. When a Zendesk ticket is tagged for escalation to engineering, a linked Jira Bug issue is created with full customer context, the mapping is recorded in Dataverse, the Jira key is cross-referenced back on the Zendesk ticket, and the support team is notified in Microsoft Teams. A second flow watches the linked Jira issues and, when engineering resolves them, pushes the resolution back onto the original Zendesk ticket and notifies the agent.

Why it matters: Manual handoffs between support and engineering lose context and updates. A live, idempotent two-way sync keeps both sides informed and prevents duplicate issues and comment echo loops.

Built as two flows + one Dataverse mapping table in one solution (§3g), tied together by a correlationId minted at escalation and propagated through every hand-off.

Use Case

Support escalates product bugs to engineering and needs status flowing back to the customer-facing ticket. Operations get a governed audit trail (the Dataverse mapping table) of every escalation and its resolution.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Zendesk	shared_zendesk	GetItems
Jira	shared_jira	CreateIssue_V3 GetIssue_V2
Microsoft Teams	shared_teams	PostMessageToConversation
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords CreateRecord

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Escalation signal

Change flowlibs_ZendeskBugTag, or edit Filter_Escalated_Tickets to key off type/priority/a custom field instead of a tag.

Issue type / project

Set flowlibs_JiraProjectKey and flowlibs_JiraBugIssueTypeId for your Jira instance (issue type ids are instance-specific; read them from Jira project settings).

Resolved definition

Adjust flowlibs_JiraResolvedStatuses to match your Jira workflow's done states.

Customer messaging

Edit flowlibs_JiraZendeskStatusMap to control what the customer-facing/agent note says per Jira status.

Customer wait

Extend Flow A to set the Zendesk ticket to pending on escalation (additional HTTP PUT).

Multi-link

Attach multiple tickets to one bug by matching on a fingerprint before Create_Jira_Issue.

Public vs private

Switch the back-sync note to public:true to message the customer directly on fix release.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@equals(length(outputs('Check_Existing_Mapping')?['body/value']), 0)

@contains(toLower(coalesce(string(item()?['tags']),'')), toLower(variables('varBugTag')))

@outputs('Create_Jira_Issue')?['body/key']

@coalesce(outputs('Get_Jira_Issue')?['body/fields']?['status']?['name'], 'Unknown')

@contains(toLower(variables('varResolvedStatuses')), toLower(outputs('Set_Current_Jira_Status')))

@coalesce(json(variables('varStatusMap'))?[outputs('Set_Current_Jira_Status')], 'Engineering has updated this bug.')

@guid()

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