Jira Comment Synchronization

Completed

58 Comments

  • Official comment
    Yuri Mylis

    The rollout of this feature has been complete and it is now generally available.  

  • Steve Wood

    +1 Would also like to see this functionality.

    7
  • Snaebjorn Olafsson

    Since developers are fragile flowers that handle alteration to their daily routine poorly, having them to double reply to a single JIRA issue is not preferred.  ;)

     Its a dirty solution. 

    Having the regular JIRA comment sync to Zendesk and vice versa should be the way to go.

    9
  • Grace Dunn

    +1 This update has caused a great deal of extra work for our people and now our customers are literally communicating with a blank wall since we don't know the have updated their Zen Desk ticket. We are hobbled!

    Please bring back the functionality from v2!

    5
  • Peter Coe

    +1 This would definitely help us improve visibility between Jira and Zendesk.

    3
  • Lena Borisenko

    +1 We really need to have an ability to have all comments in Jira to go to Zendesk.  Why we train our Dev team to use the Notify Zendesk button every time, they forget to do this because they don't follow this process for any other project within Jira.

    I see this request has been open for a year.  What is the feedback from the product team on this?

    11
  • Lena Borisenko

    Hello?  This has been open for a year.  Can we get some sort of a response please?

    4
  • Yuri Mylis
    Hi guys, I'm the product manager looking after the JIRA integration. As of now we don't have plans to change that since we've gotten overwhelming feedback that this option works better for most teams.
     
    It is possible to see ticket comments in JIRA by clicking on the Zendesk tab as shown below.
    Comments from JIRA can be shared with Zendesk by using the "notify Zendesk" button.
     
    However I'd love to schedule some time with some of you to understand why and how you'd like this to work better and to validate our thinking.
    0
  • Peter Coe

    Fo me, comment synchronization is extremely important.  A ticket may be between Jira transitions for a considerable time, yet comments can be flowing backwards and forwards between engineers.  For me in support, it means extra steps to verify that progress is been made on a bug rather than seeing it all within Zendesk.  It's certainly not the biggest issue I have with Zendesk, but it is frustrating. 

    2
  • Pete

    +1 An option to turn on/off automated syncing of comments from Jira to Zendesk.

    3
  • Wayne

    For us Zendesk-Jira integration is dead without this feature (which was intentionally removed wth?)

    Please let us know if this is on the road map otherwise we need to start planning our Zendesk escape asap.

    3
  • Yuri Mylis

    Wayne,

     

    We do have a way to see Zendesk comments in JIRA with the current integration without syncing them. I would be interested to understand why this solution is not acceptable for you.

    I would love to have a call with you to understand why.

    1
  • Peter Coe

    It's my understanding, that the breakage was on the Jira side.  Atlassian deliberately or otherwise hobbled the API.  Maybe that's to promote their alternative to Zendesk or for some more practical reason. 

    Zendesk apparently hired a couple of ex-Atlassian engineers and were working on it.  

    1
  • Wayne

    Hey Yuri,

    I can understand making changes due to overwhelming feed back and if syncing was off by default with the option to turn on I certainly wouldn't see an issue.

    I would love to setup a call, please send an email to the address associated with my profile.

    3
  • Wolfgang Montag

    Hi Yuri, any news on that front?

    In my case, we would like to have an issue specific placeholder or some other solution, which shows the comment, that the developer enters when he finishes and resolves his ticket in Jira, so our support agents knows what the resolution was.

    1
  • Yuri Mylis

    Hi Wolfgang,

     

    Adding last comment as a placeholder is a feature request that has been on my list for a while, sorry to say that it's not the immediate focus for us.

     

    Comments syncing is not possible unfortunately.

    5
  • Luiz Faias Junior

    Hey Yuri, I'd like to try out this new "synchronization" feature. Is that still possible?

    This is the subdomain for my trial account: https://jiraintegration.zendesk.com

    Thank you!

    1
  • Jonathan Witt

    Hi Yuri,

     

    Can you expand on your above statement 'Comments syncing is not possible unfortunately.'? Why is this impossible?

    Without JIRA notes synced to Zendesk, we are basically forced to have our support reps w/ Zendesk to also login to JIRA to view comments if our IT personnel doesn't push a comment or comments to Zendesk. The capabiliy of a 'Comments Sync' feature to turn off/on is what a business like ours would expect out of the JIRA/Zendesk integration. 

    Given some of the challenges and solutions by Zendesk users on this Feedback Thread, it seems simple. However, maybe you can shed some light why it's not so simple. 

    Lena Borisenko- We really need to have an ability to have all comments in Jira to go to Zendesk.  Why we train our Dev team to use the Notify Zendesk button every time, they forget to do this because they don't follow this process for any other project within Jira.

    Pete- An option to turn on/off automated syncing of comments from Jira to Zendesk.

    Thx Yuri, hopefully the impossible can be made possible!

    3
  • Yuri Mylis

    @Luiz, I've enabled the feature on your account. You will see a new checkbox on the configuration page of our addon in JIRA. You will need to check it.

     

    @Jonathan, ticket comments from Zendesk are visible on the JIRA issue without the need to sync and comment from JIRA have to be pushed to Zendesk manually. This decision was baed on customer feedback, because the majority of customers prefer it that way as it's less noisy then syncing every comment automatically. I do understand that you think otherwise and want a way to turn this feature on and off.

    Currently there no plans to implement such a feature but I will continue to monitor customer feedback on this request.

    1
  • Frankie Truong

    Unfortunately, this is also a deal breaker for us. Imagine if a major customer has an issue and the developer forgets to click on the notify button. How will the zendesk agent know if there are any updates? 

    7
  • Rhondiek01

    This is a feature that does not work for us. There should be two aspects of this feature:

    1. the ability to turn it on and off (this covers off all your clients, not just a subset of your clients).

    2. Zendesk should have this feature so that ZenDesk comments can be turned off from going to the Jira.

     

    For us, we don't have the problem of the developer chatting and  unnecessary comments clogging up the ticket in ZD. For us, we need these comments as it gives the agent a fuller picture of what is going on and what will go on, with regards to a possible fix to the client's issue.

    The problem for us is the agent is constantly talking to the client and updating them. These comments clog up Jira and make it difficult for the developer to discern what is going on in the ticket.  It would be great to have the ability to turn off some of teh comments in ZD from going to Jira. The feature should be both in ZD and Jira and it should have the ability to turn it on or off, depending on the needs of each team that uses ZenDesk.

    7
  • Brandon Pal

    +1 for us as well.  I think if there was an admin option to turn on/off the functionality of forcing comments across it would solve both situations.

    My support team is currently not ok with us implementing this solution as if they can't see Jira comments they have no way to keep up to date with what is going on.

    All it takes is for a developer to forget this new step to sync comments and support is out of the loop. 

    7
  • Karie Wohlgemuth

    We have recently upgraded to v3 and this new process has crippled us. Devs don't remember to click the Notify option and having the ticket comments appear in a different tab in JIRA has caused a lot of confusion. Also, having to have our agents repost customer updates again in the ticket so it syncs to JIRA is incredibly inefficient. This was a huge step backwards for those of us that put a lot of time and effort into the old process.  Very disappointed and will likely need to look at alternate ticketing options.......

    2
  • Karie Wohlgemuth

    @Yuri - any way to still be added to the field syncing beta? We created a custom fields with JIRA # that would sync the JIRA # back to a ticket so that we can display it in our views. This has been incredibly beneficial for views and reports so that we can send our teams reminders of open tickets that aren't moving quickly. With the v3 integration, we seem to have lost that ability.

    2
  • Lena Borisenko

    It's amazing to see how everyone needs the same things. I am using ZD is a 2nd company now, and we still need full comment syncing, we still need Jira number in the ticket views. @Yuri, I am happy to have a discussion with the overwhelming number of people who asked to turn it off. I bet they have some non-traditional processes and structure. Full comment sync shouldn't have been completely taken away. It should have been kept as an option. I have been watching this thread for over a year, @Yuri, how many more people do you need to tell you this option is needed? I know that field sync is a separate thread, but I will say it here as well. I have been using ZD in 2 different companies, different industries, EVERYONE asks for the Jira number in the ticket views!

    I love ZD. In fact I converted my current company from Salesforce to ZD. It was disappointing to see that nothing happened with these requests in over a year. I am reasonable and willing to listen. Please tell me what needs to happen to get these features? I don't have developers to build a custom integration, and this functionality existed!

    4
  • Jelle Breuer

    @yuri Can i also try out the notes "synchronization" feature?

    This is the subdomain for my trial account: https://nextgear.zendesk.com

    Thank you!

    2
  • Phil Rzewski

    I'll throw my hat in the ring and say that we were also disappointed with the current behavior of the Comment sync. The head of our Support department had used the Zendesk JIRA integration previously and was shocked when he found the behavior had changed.

    As others in this thread have noted, the use case is that our Support Agents want the option to see *all* Eng-side Comments (& have the Zendesk Ticket status auto-changed to Open each time a Comment is sync'ed as well) so they can make a decision after each one if the progress is substantial enough to justify a customer-facing update. Yes, this can be a lot of overhead for the Agent, but it's seen by our mgmt as a "safer" option than forcing Engineers to make the lone decision about if progress is worthy of hitting the Notify button and sending an update to the Zendesk side. That approach requires changing human behavior, which is difficult and more error prone than letting the reliable technology wake us up consistently.

    I should say that we're making ample use of the JIRA Post Functions to get this kind of update & change-to-Open whenever there's an Issue Transition on the JIRA side. It's too bad that JIRA doesn't seem to let me invoke Post Functions to non-transition events, e.g. when comments are added. I'll be taking that topic up separately with Atlassian.

    But in the meantime, since it sounds like the Zendesk integration used to cover this, it would be great to have back. In fact, the ULTIMATE would be if it was not just an integration-wide option, but an issue-by-issue option, i.e. when the Agent is opening the JIRA issue, they could check a box as to whether they want to get every Eng-side Comment or not, since enduring the overhead might be worth it for some high-priority Tickets but not for others.

     

    0
  • Susan Maher

    We are new customers of Zendesk and we are going through our initial implementation.  We are discussing the Jira implementation and I felt I needed this feature.  I am appalled that this has not been addressed for two years and it scares me that requests for enhancements that help us improve our business are ignored.  The solution is rather simple.  You can have Zendesk Visible and Zendesk non-visible comments in the same manner that we have Internal Comments and Public Comments in Zendesk.  Since this code already exists in Zendesk it should be rather simple to port the idea.  Just my two cents.  

    2
  • Thomas Ljungstrøm

    I can only support what Susan Maher is writing.

    This change has a severe impact of the collaboration between our Support and other departments. And we can't understand why you didn't implememt an on/off synch switch instead.

    Makes me believe there's another reason behind the decision other than "we got overwhelming feedback that this option works better for most teams". Clearly a lot of your customers are not satisfied with the change you made.

    We have started to look for other alternatives to Zendesk, because the sharing to Jira matters to us.

    3
  • Raghu Verma

    +1, I too believe that the comment syncing feature is something that is very important. I was looking forward for this feature while going by the timelines since this was not addressed it looks like we have to look at alternative options.

     

    1

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