Jira integration resources

Return to top

37 Comments

  • Sean Bourke
    Zendesk Product Manager

    Hey Gameboard Support,

    It looks like you've configured the workflow postback function to respond with a comment to the ticket. Please ensure that you've selected the correct workflow state change (i.e. when moving an issue from In Progress to Done) and ensuring that you've published any draft workflows.

    A Public comment will be visible to and respond to the requester of a ticket, whereas an Internal note would instead only be visible to ticket agents.

    0
  • Tomer Blankitny

    Hi, 

    Is there a way to link Jira issues to Zendesk tickets within Jira?

    Thanks!

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Tomer Blankitny,

    Not at the moment. Jira doesn't provide a feature yet for the integration where you can link Jira issues to Zendesk from the JIRA UI. 

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Tomer Blankitny,

    While there is no native way to link a Jira issue to a Zendesk ticket from Jira, the Jira Integration API provides a pathway to programatically link a Jira issue with a Zendesk ticket. 

    0
  • Tomer Blankitny

    Is there an option to get the linked Jira issue link/key when getting an email notification on a ZD ticket?

    0
  • Sean Bourke
    Zendesk Product Manager

    Hi Tomer Blankitny,

    This should be possible, however there are some caveats. Jira integration linked items aren't natively available within trigger placeholders, so you'll need to use the Jira field sync capability to fill custom fields on a Zendesk ticket with associated information (such as the Jira issue key). If you link more than one Jira issue to a ticket, then this will likely only include the first item linked.

    Once the Jira field is synced to a custom field within Zendesk, that custom field can then be included within trigger email notifications.

    0
  • JAM-Test Admin User

    Hi, is there a way to hide internal notes from the comment type?

    0

Please sign in to leave a comment.

Powered by Zendesk