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Jozsef Keresztes

Beigetreten 22. Okt. 2021

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Letzte Aktivität 28. Dez. 2023

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KommentarJira integration

Hello,
Our Customer Support is using Zendesk. Our development teams are using Jira. 
We decided to setup the Zendesk-Jira integration. 
We followed the recommended articles. Set up webhooks in Jira and in Zendesk as well. 

The integration is working smoothly only with one exception. 
When a customer writes a comment on a Zendesk ticket, then we expect that the issue watcher in Jira receives an email notification. But that step is failing. 

We enabled the option called "Send email notification to issue watchers when comments are added to linked tickets." 
But it has no effect. 

Could you please advise what could go wrong? 
It is working in the other direction, e.g. if a developer leaves a comment in Jira ticket under 'Zendesk support tab' than the assignee of the Zendesk ticket receives a mail notification. 

As a workaround, if a customer leaves a comment in Zendesk, we click manually on the "Notify" button and copy the last comment, after that the Jira ticket will be updated 
with something similar "This notification was sent from Zendesk Support ticket #XXX to all linked JIRA issues by XXX" and the Jira issue watcher receives a notification email. 

How can we automate the manually clicking on "Notify" thing? Is it possible to achieve it somehow?

Any ideas are welcome! 
Many thanks in advance!

Kommentar anzeigen · Gepostet 08. Juni 2022 · Jozsef Keresztes

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Community-Kommentar Feedback - Help Center (Guide)

Hello Alejandro,
May I ask is there any news regarding the implementation of this feature request?

Please check https://support.zendesk.com/hc/en-us/community/posts/4409152857370-Organization-Follow-button-modification as my problem is similar, however we would like to have an option to hide the content of a ticket in the mail notification

Thank you in advance!
Regards,

Kommentar anzeigen · Gepostet 22. Okt. 2021 · Jozsef Keresztes

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