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Need comment from Jira Software tickets to update on Zendesk Service ticket

  • September 16, 2021
  • 3 replies
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T

We have a strong need to have Internal Jira Software tickets comment to up date to Zendesk Service Ticket.  When they update to Zendesk they need to appear as internal comments.  Can you please let me know how to make this needed event occur?

    3 replies

    S
    • Shayne11
    • September 22, 2021

    Hi Trena!

    Welcome to Zendesk! Comments can be sync'd from Jira to Zendesk manually or automatically using the supported methods:

    Manually:
    https://support.zendesk.com/hc/en-us/articles/203660206-using-the-zendesk-support-for-jira-integration?page=3#topic_cc3_bcz_42b
    Automatically using Jira workflows + post function: https://support.zendesk.com/hc/en-us/articles/203660226-Updating-a-ticket-when-the-status-of-a-JIRA-issue-changes

    Syncing Jira fields and ZD ticket fields are separate to comments and involve using the Jira field sync feature: https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-Jira-field-syncing-feature

    I hope this helps!

    Shayne Traqueña 

    L
    • Louise17
    • November 18, 2021

    Hi

    I need my zendisk ticket to automatically change to open when someone comments (but doesn't change the status) on a jira ticket. Is that possible? I can't see how to do that in your guides.

    Best, Louise

      G
      • Gab12
      • November 24, 2021
      Hi Louise,
       
      I'm afraid this is not possible at the moment. You may only send comments from Jira to a Zendesk ticket (Adding a comment to linked Zendesk Support tickets from a Jira issue), but the integration does not have the ability to update a ticket's status manually or through certain events/actions in Jira. The closest workaround to change the status of a Zendesk ticket from Jira is to utilize the commenting feature – you can send a comment to a ticket, and in Zendesk, have a trigger that fires when a ticket is updated with a comment (based on the trigger conditions Comment text and/or Update via Web service). 
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