Many organizations around the world aim to provide great customer support. The key components of customer support are customer support/helpdesk software and a customer support team that implements business processes. The customer support software records customer support queries and provides an interface for customer support staff to respond to customer queries efficiently.

Jira service desk, a product of Atlassian aims to deliver great service experiences and ensures your employees and customers can get help quickly. Jira provides extensive functionalities for service desk management, analytics, request queues, integration with major team collaboration platforms.


Use-Case

You have chosen Document360 as your Knowledge base platform. You have implemented a Jira service desk for providing customer support. There is a need that when a new ticket is created in Jira, you want to create a corresponding knowledge base article in Document360.

Currently, there is no direct integration option available between Jira Service Desk and Document360 from either of the platforms.


Workaround

As a workaround, you can use Zapier integration to bridge this gap. By connecting the Jira service desk and Document360 on Zapier, you can easily facilitate the content flow between these platforms.

Ensure that you have logged into your Zapier account.

Go to the URL https://zapier.com/apps/document360/integrations/jira-service-desk/478530/create-document360-documents-for-new-jira-service-desk-requests

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And click the Try this template button. In the following window, click the Get started button


Connecting Jira Service Desk and Document360 in Zapier

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Step 1 - Connect Jira Service Desk

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  1. Click on the Connect button and key in your credentials on the new access window. Click on the Accept button

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  1. Click on the Next button
  2. Choose the desired site and click Next
  3. Choose the project you want to use from the options. Click Next

Step 2 – Connect Document360

  1. Click on the Connect button and a new pop-up window would open with an API token field to connect with the knowledge base project

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  1. You can obtain the API token from the Document360 portal

API token generation

Obtain the Zapier token (API key) generated from the Document360 portal (Settings → Knowledge base portal → Extensions → Team collaboration), click on the generate icon, and copy the token by clicking on the copy button
1_Screenshot-Generating_API_token_from_Document360

  1. Head back to the pop-up window, paste the API token in the field, and click on Yes, continue

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  1. You can find the connected Document360 project on the Connect your Document360 account page. Click on Next

If you wish to configure a different account later, you can do that by clicking on Reconnect or Connect a new account


Step 3 - Customize Zap

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Select the fields you want to edit in Document360

  1. Select the checkbox of the required field(s) you want in the map fields window

You cannot deselect the fields with the Required tag.

  1. Click Next

Map fields from Jira service management into Document360

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Map all the required fields:

  • Title - Choose the title of the article. You have a plethora of other options to choose from (depending upon your business requirements)

For example, you can choose the Fields Summary as the title of the article

  • Content - Choose the content of the article. You have a plethora of other options to choose from (depending upon your business requirements)

For example, you can choose the Fields Description as the content of the article

  • Version - Choose the desired version in the knowledge base project, you want the article to be created in

  • Language - Choose the desired language in the selected version, you want the article to be created in

  • Category - Choose the desired category in the selected language, you want the article to be created in

  • Publish - Choose True for the article to be published. Choose False for the article to be in draft state.

  1. Click on the required field and select the desired option

After you map all the required fields, the Next button is enabled.

  1. Click on Next

Step 4 – Test Zap

  1. Once you have configured the actions in Document360, the Zap needs to be tested to make sure it’s configured correctly
    (Zapier would create an article on Document360 to make sure everything works)
  2. Click on the Send test button

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  1. If successful, you would get the message “Test Article sent! Check your Document360 account to view it.’’

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  1. Visit your Document360 knowledge base portal and you can find the article named "Jira's Service Desk field summary” under the desired location you have previously selected. The content of that article contains a brief description for that Jira's Service Desk ticket
  2. Head back to the Zapier setup window and click on Next

Step 5 – Turn on Zap

Now that the Zap has been tested and made sure it works fine, review/edit the settings before turning on the Zap.

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You can edit the settings configured on the Jira Service Desk elements and the corresponding action of the new article in Document360

Finally, click the Turn on Zap button

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You would get a success message window stating Your Zap is on. You can click on the Manage your Zap button to go to your Jira Service Desk+Document360 Zap overview page.


Created Zap overview

Create articles in Document360 from the new Jira Service Desk ticket

You can view and edit the information about your created Zap on the Zap overview page

13_Screenshot-Created_Jira_zap_overview

Zap runs

Whenever a new ticket is created in the Jira Service Desk then zap runs automatically to create a new article in Document360.

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