Jira

Zendesk

Integration

ITSM: Migrating Jira to Zendesk

A global IT consulting leader (325k+ employees across 55 countries) worked with Getint to migrate seven bespoke Jira Server instances to Zendesk. The phased strategy ensured all key issue types, custom fields (60+ per instance), comments, attachments, and workflows transferred seamlessly—with zero downtime and fully compliant, on-prem deployment. “Good product, great support – I really recommend this vendor and their plugin.” — Dorota Popowska, Capgemini

Find Out how we did it!

Client Overview

Industry:

Consulting

Company size:

Enterprise

Location:

Global

KEY STAKEHOLDER

Dorota Popowska

Lead Migration Specialist at Capgemini

Global IT consulting firm (€18 bn rev, 325 k staff)
Migrated seven separate Jira Server instances to Zendesk
Migrated 3–5 issue types and 60+ custom fields per instance
Preserved comments, attachments, and historical workflows
Executed via on-prem deployment with zero downtime

Scope of Work

Multi‑Instance Migration

Migrated seven Jira Server instances, each with unique configurations.

Extensive Field Coverage

Transferred 3–5 issue types per instance and 60+ standard/custom fields.

Complete Context Preservation

Included comments, attachments, author metadata, timestamps, and workflows.

On‑Premise Zero‑Downtime Rollout

Deployed securely on-prem to comply with enterprise requirements and maintain business continuity.

Integration Objective

To consolidate multiple Jira Server environments into a unified Zendesk platform—preserving custom data and workflows, maintaining compliance, and executing the migration without impacting live operations.

Data Integration Specifics

Issue Types:

Migrated issue types included:

3–5 Jira issue types per instance (e.g. Bugs, Tasks, Epics)

Field Mapping:

Fields transferred included:

60+ standard and custom fields per instance
Workflow states, statuses
Comments, attachments with metadata

Scripting and Custom Development Support

Included custom scripting and field-mapping logic for edge cases during the migration.

Success Metrics

The integration’s success was defined by

Seven‑Instance Migration
Successfully consolidated 7 Jira Server environments into Zendesk.
Zero Operational Impact
Achieved a seamless, zero-downtime migration.
Full Data Fidelity
Competition-grade preservation of fields, comments, attachments, and workflows.
Enterprise Compliance
Used on-prem deployment to ensure compliance and data security.

Vendor Selection Process

The client selected Getint after piloting with various platforms (Azure DevOps, GitLab, GitHub, Zendesk). Zendesk was chosen for best balance of TCO and service functionality; Getint’s on-prem architecture, customization capability, and strong support made it the winning vendor.

Why Getint Stood Out?

During the vendor selection process, Getint emerged as the preferred choice due to:

Built-in Integration

No need for an external hub, ensuring easier maintenance

User-Friendly Interface

Accessible for standard Jira administrators, with straightforward configuration

Reliability and Low Maintenance

Set-and-forget functionality

Cost-Effectiveness

Balanced pricing for the value delivered

Responsive Support

Prompt and effective assistance during setup and troubleshooting

800 000 +

Active Users

5 000 +

Installations

3.8 / 4

Rating

7 mln

Integrations Daily

Our Certifications

What We Accomplished

Migrated 7 Jira Server instances

under one project.

Ensured full context retention,

including metadata and history.

Maintained business continuity

with zero downtime.

Delivered enterprise-grade compliance

via on-prem deployment.

What Key Stakeholder Say

“Good product, great support – I really recommend this vendor and their plugin.”

Dorota Popowska

Lead Migration Specialist at Capgemini

Conclusion

Getint enabled a large-scale consolidation of Jira Server environments into Zendesk—preserving full data integrity and performance while ensuring enterprise compliance.

The migration demonstrated Getint’s ability to handle complex, high-volume, zero-downtime transformations with customized support and security-first implementation.

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Frequently asked questions

Have questions? 
We've got you!

Our comprehensive FAQ section addresses the most common inquiries about our integrations, setup process, pricing, and more - making it easy to find the answers you need quickly.

Can we migrate multiple Jira Server instances at once?

Yes—Getint migrated seven independent Jira Server environments within a single project.

Will historical data and attachments be preserved?

Yes—comments, attachments, timestamps, and workflows were migrated intact.

Is a zero-downtime migration possible?

Yes—on-prem deployment allowed a seamless transition without operational disruption.

Are custom fields and workflows supported?

Yes—over 60 custom fields per instance and workflows were included in the migration.

Does this meet enterprise compliance requirements?

Yes—on-prem setup and secure handling ensured full compliance with data policies.

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