The discussion revolves around integrating JIRA Service Desk with Discourse, particularly for closed communities where users can create support tickets directly from forum discussions. markus9876 initially inquired whether such integration is possible or planned, noting a similar prior unanswered question. pfaffman suggested that if Discourse and JIRA can share an SSO master, integration may be feasible, comparing it to a Salesforce integration query linked by markus9876. markus9876 elaborated on the desired functionality: enabling users to trigger support tickets from discussions, with staff notified and able to jump back to the original thread — ideally via a bi-directional integration with JIRA Service Desk or Zendesk. In 2022, RGJ provided practical solutions, including Zapier integrations via Discourse webhooks for both JIRA and Zendesk, as well as a dedicated Zendesk plugin. tobiaseigen added that Discourse itself has evolved since 2017 with built-in features — such as topic assignment, staff whispers, and notification reminders — that may reduce the need for external ticketing systems. The thread reflects both the demand for seamless ticket creation from forums and the availability of workarounds through third-party tools or Discourse’s native capabilities.
The question was already asked once, but not answered. Maybe this time someone knows about it.
In my vision we have a partner / customer forum which may not be necessarily publicly available. Within this closed community I thought about letting customers create a JIRA Service Desk ticket right out of a forum discussion. Anything like that possible or planned?
This is pretty much the same as your SalesForce question. If you can get Discourse to use the same SSO master, you should be fine.
Attached my Salesforce question: https://meta.discourse.org/t/salesforce-integration-in-closed-community/72763/2
Well then I’ll see first if I understand it for Salesforce and I will see how far I can go then for JIRA Service Desk if it basically based on the same principle.
As I just discussed the same in a different forum I thought I give you some further insight about my idea:
I am looking for a solution that also allows to directly create a support ticket out of a forum discussion. The community should try to help themselves, however if necessary they should be able to directly trigger a support case out of the discussion.
A ticket should be created and the support staff be notified about that (which is already business of the ticketing software). However, he/she should be able to quickly jump to the link of the discussion as well.
I assume this is a bi-directional integration and I am interested specifically if something like that exists for JIRA Service Desk or Zendesk Support?
The state of this in 2022:
There are Zapier integrations using Discourse webhooks:
Discourse Jira Software Server Integration - Quick Connect - Zapier and
Discourse Zendesk Integration - Quick Connect - Zapier
And there is also a Zendesk plugin.
Also, Discourse itself has great new features since 2017 for this, such as the ability to assign topics to staff directly, staff whispers, notification reminders, etc. so you can get pretty far without having to start tickets in jira or some other external tool.