Zendesk + JIRA use @ Amilia (Support Process included)

9 Comments

  • Omer Pines
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    How do you resolve the problem that all JIRA tickets coming from Zendesk are with one default user?

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  • Andrea Saez
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    @Omer - Great question! We actually struggle a bit with that in the beginning. Since I am responsible for Support, the Zendesk-Jira Bridge cases are all automatically assigned to me. I can then post them on the Zendesk board and assign it to the dev in charge. Likewise, all of our agents have an automated signature, so dev knows exactly the agent they are dealing with when answering tickets.

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  • Andrea Saez
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    Quick update 

    Since publishing this post, I now handle all releases at the company. We have created a new project called 'Releases,' which is posted on the top JIRA announcement banner and updated every week. On this new project, we have everyone post their closed cases, from Support, to Marketing, to Development. By the end of the week I can easily compile release notes, both internal and external, and post all costumer-facing updates on our Zendesk portal.

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  • Pierre Grenier
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    Great job Andrea!  Thank you very much.

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  • Wayne Kelly
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    Hi Andrea,

    Thank you for the great article. I have just taken on the role of improving our Zendesk - JIRA intergration.

    You mentioned that "All JIRA comments are immediately linked to Zendesk as private comments". How did achieve this? At the moment our JIRA comments are coming back to Zendesk as Public comments.

    Thanks for sharing your knowledge.

    Regards

    Wayne

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  • Andrea Saez
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    Hi Wayne,

    Not sure about that... ours automatically syncs up as internal comments. Not sure if this is a bug or not, might be worth opening a ticket directly with the team.

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  • Fernando Duarte
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    Hi Wayne,

    On step 9 of the  Getting Started guide for the Zendesk and JIRA connector, you enter a Zendesk username and API token, and then click Update.

    In my case this username is a light agent, and therefore all of the comments coming across are private, 

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  • Wayne Kelly
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    Thanks for your replies.

    I also posed the question to Zendesk Support, about how to make it so that JIRA Comments are sent to Zendesk as "Internal Notes".

    Jeremy (Zendesk Support)  gave me the right steps to follow to set this up. 

     

     Jeremy (Zendesk Support)

    You can disable the status sync and make all comments from JIRA to Zendesk (internal notes) by removing your current ticket sharing agreement and re-adding a new one with "Make Private Comments; Do no sync status".

    ![] http://content.screencast.com/users/JeremyJReyes/folders/Jing/media/d1b26e6b-717a-43cb-a7dd-8baef063ad19/00000825.png)

    Please note any shared tickets will become unshared and will need to be manually re-shared after adding the new sharing agreement. 

    That fixed this issue for us.

    Thanks Jeremy

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  • Sabrina Audet
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    Great article Andrea! Very helpful! Merci beaucoup :-)

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