Sidenote Replies | Community
Skip to main content

Sidenote Replies

  • March 25, 2024
  • 4 replies
  • 0 views
R

Hello.   We have a third party we are working with to support on our tickets.   We can send them sidenotes and they receive them and a ticket is created in their JIRA system.  I can reply to the side note and they receive it fine.  If they reply via email, the reply updates the sidenote.   When they reply in JIRA, the case number from JIRA is added to the description.   This causes a new ticket to be opened in Zendesk.   Is there a way to strip out leading characters in a reply from a specific email?

    4 replies

    Stephan12
    • Stephan12
    • March 26, 2024

    Hi Robert, 

    It seems to be the fact that JIRA is sending a new mail with different meta data. Currently I do not know how to solve the problem. @brandon12: Do you have experienced that before? 

    Otherwise I always trust on the people from knots.io, in case you need more erpertise of another partner (Knots.io/ Leafworks.de).  

    Regards, Stephan

    R
    • Robert41
    • Author
    • March 26, 2024

    Thank you Stephan.

    Brandon12
    • Brandon12
    • March 27, 2024

    Hey Robert,

     

    Plus one on @Hassan and the team at knots.io - the challenge here is that we've got two systems talking to each other, and so the message is getting de-threaded.  There isn't an easy solution here. You may be able to get creative with liquid markup inside of an automation to programmatically retitle the ticket, but that's not going to solve for the meta data issue that @Stephan raised.  It sounds like manually merging might be your best option here.

     

    Brandon

    hassan13
    • hassan13
    • April 2, 2024

    Hi @Robert,

     

    And thank you @Stephan and @Brandon for the shout out.

     

    We would be able to help you with that here at Knots.io.

    Please get in touch and we can dive into your specific use case.

    In the meantime, I also wanted to share some of our most popular apps.

    1. Optical Character Recognition (OCR): Automatically index and then transcribe attached PDF and scanned documents into the ticket.
    2. AI Ticket Autofill: Find relevant information available in the ticket and autofill the ticket, user, and organization fields in Zendesk.
    3. Knots Studio: Makes connections to automate between many different platforms and software.
    Terms & ConditionsCookie settingsAccessibility statement