Updating a ticket when the status of a Jira issue changes

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24 Comments

  • Yaniv Dayan

    Hi, 

    We use this method to inform the Zendesk agent on closed issues from Jira by adding an internal note on the Zendesk Ticket. However, the Internal note is added under the name of one of our agent's names and not on a specific Zendesk admin name that we created for these purposes (General_Zendesk_Admin_User). 

    How can we control the user's account that "sends" these notification notes?

     

    2
  • Philipp Lulay

    Hi,

    we have activated the post trigger for status updates. So far, this works in general. However, as soon as we link multiple Zendesk tickets (more than 2-3), the internal note only goes out to a subset of the link zendesk tickets. This looks like a random factor. There are no errors logged in the zendesk api activity.

     

     

    1
  • Giuseppe
    Zendesk Customer Care

    Hi Phillip,

    I see you have already opened a ticket for this. The Post Function supports updating multiple Zendesk tickets which are linked to an individual Jira issue, so we may have to gather more details about your issue. Please continue working with the Advocate in the ticket to address this.

    Thank you!

    0
  • Stephen Loase

    Hi - Is it possible to have the trigger update the Zendesk ticket for any comment made in JIRA regardless of status change?  thx!

    1
  • Phil Baker

    Hi,

    Does the Zendesk ticket need to remain open (less than closed) for the Jira update to function? It seems that once the Zendesk ticket is closed, the link from Jira  back to the ticket is broken.

    Thanks,

    Phil

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Stephen Loase,

    What type of updates are you looking to make to a Zendesk ticket when a comment is made in Jira?

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Phil Baker,

    Once a Zendesk ticket is Closed, it can no longer be updated or edited. If you are finding that this closure is resulting in inabilities to update the ticket due to timing, you can update the existing closure automation to exclude tickets with a jira_escalated tag and create an additional automation for these tickets to close with an extended delay.

    0
  • Stephen Loase

    Hey Sean - I’d love for ANY comment on a JIRA ticket to be synced as an internal comment on the corresponding Zendesk ticket regardless of status. We’re trying to get more oversight when an engineer updates a JIRA (would rather keep my support team in Zendesk then having to check e-mail)

    3
  • Federica Sapienza

    Hi,

    we are having some issues with this automation. When the automation starts, the Zendesk ticket is associated to one of our agent even if the ticket was not originally assigned to her.

    How could it be possible?

    Thank you,

    Federica

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Stephen Loase,

    Thanks for the suggestion. I've recorded your feedback to consideration in future updates and releases.

    0
  • Sean Bourke
    Zendesk Product Manager

    Hi Federica Sapienza,

    Are you seeing this assignment in the Zendesk Ticket, or the Jira Issue? What actions are being performed which result in the ticket or issue being assigned?

    0
  • Federica Sapienza

    Hi Sean Bourke,

     

    We are seeing this assignment in Zendesk Ticket.

    It goes like this: we receive a ticket on zendesk and assign it to agent A. The Jira ticket is then created through Zendesk. Once it changes status on Jira, a comment on the Zendesk ticket is created and it seems to be created from agent B (even if the creation is automatic and agent B is not involved in any operation related to that ticket, neither on jira nor zendesk). After the creation of the comment, the Zendesk ticket is re-assigned automatically to agent B.

    Hope I was clear enough,

    thank you!

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Federica Sapienza,

    If your Jira/Zendesk integration was set up using an Agent account rather than a dedicated service account for the integration, the comments may look like they're coming from a person when in fact it's just the app.

    As far as the assignment of the ticket, that sounds like you have some sort of trigger in Zendesk doing that. I suggest looking at the Events of the ticket and examining the triggers that are firing on the ticket.

    1
  • Anthony

    I don't think these instructions are fit for team-managed projects. The workflows for these projects are not available at step .2

    1
  • Jimmy Rufo

    Hi Sean Bourke,

    Per our conversation over email, and what Anthony stated above, these instructions don't seem to fit for team-managed projects.  Can someone please share those specific instructions?

    0
  • Pippa

    Hi! first of all sorry if this question was previously asked, but can a workflow be created to push internal notes to Zendesk even if the status in Jira hasn't changed.

    For example, a Jira card has got the status "To do" and an engineer looks at the card but realizes they need more information form support in Zendesk so they comment in on the Jira card by tagging the reporter and asking for the info. The status doesn't change in Jira but we want it to change the status in Zendesk to "Open" and sends over the comment as an internal note to Zendesk ticket.

    0
  • Jimmy Rufo

    Hi Pippa, this is a known limitation, and something I've already discussed with PM Sean Bourke a few times.  Its worth likely submitting this use case for product feedback.

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Pippa,

    Thanks for the feedback. As Jimmy Rufo has noted there's no native way to bring the notes on the Jira card into Zendesk at the moment.

    With that said, you may be able to achieve something similar to this through:

    1. Having the Jira user add an (internal) comment to the Zendesk ticket requesting more information

    2. Utilising field sync to have a 'more information requested' field which is toggled and would trigger a trigger in Zendesk OR;

    3. Detecting if 'This notification was sent from JIRA' is within the comment via a trigger and updating the ticket status

    0
  • Ray Wang

    Hello,

    Recently updating a ticket when the status of a Jira issue changes is not working for me. It worked before.

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Ray Wang,

    Is this no longer working on existing issues where it was previously? Could you please confirm that the projects still align to the existing workflows and that no other workflows have been introduced. If there are new workflows, you may need to add the Zendesk action to these as well.

    0
  • Ray Wang

    Hi Sean Bourke,

    I didn't introduce new workflows but update Zendesk plan from trial to Suite Team. It worked to me when it was trial version.

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Ray Wang,

    Thanks for the additional context. I'd first recommend reinstalling the integration - this will reset the integration user or tokens granted for Jira to communicate with Zendesk and may resolve this. 

    1
  • Ahmed Esmat

    Hello,

    We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?

    Regards,

    Ahmed

    0
  • Sandy Kasselia

    Hi,

    The teams that should have the Zendesk<>Jira integration is sharing a workflow with teams that doesn't need the integration. My question here is if we add these post functions on this shared workflow, will teams that does not use Zendesk but still use this workflow be affected in anyway by these post functions 

    0

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