Jira Comment Synchronization

Completed

58 Comments

  • Travis Fishbein
    Comment actions Permalink

    @Yuri - There doesn't seem to be a way for me to physically *click* on the Notify button within the JIRA issue to push the comments to Zendesk. Is there something I'm missing here?

    0
  • Yuri Mylis
    Comment actions Permalink

    @Travis, the best way to investigate is via a ticket. I've created one on your behalf and someone from our support team will be in touch shortly to help you out.

    0
  • Vlad Grubman
    Comment actions Permalink

    Is this feature being worked on? Or the message from the product team is to abandon 2-way integration altogether?

    0
  • Dmitriy Kasyanov
    Comment actions Permalink

    You need normal two-way synchronization without additional buttons and tabs. Now it is very inconvenient.
    is such functionality planned?

    0
  • Stewart Fulton
    Comment actions Permalink

    +1 We have been finally forced to stop using the older connector and the lack of constant sync is creating an incredible amount of busywork for me, pushing comments back and forth.

    We will try using the "Zendesk Support" tab but it does create a risk of one of the systems not having the complete set of information.

    I would *love* it if comment sync became an option again - either on a sitewide basis or a ticket-by-ticket basis (which may be even better, provided we can set the default)

    Some tickets we want to step back as middlemen communicators and while a deverloper can make a public comment into Zendesk from Jira I need to 'pass on' any message from the client back to them. This is a drain on my time I do not need, and creates lag in the conversation that is a drain on all involved.

    1
  • Justin Miller
    Comment actions Permalink

    I really need the ability to sync comments without folks needing to remember to do the six handstands that are required with this version of the integration. 

     

    Is there a workaround? 

    0
  • It Svc Zendesk
    Comment actions Permalink

    +1

    0
  • Beth Hopper
    Comment actions Permalink

    Ok.....so what do I need to do, or who do I need to pray to, to get my comments syncing over. My Support Manager is going to lose his mind. Please help usssssss!

    0
  • Brandon Narveson
    Comment actions Permalink

    The Notify feature leaves us having to play middleman between Zendesk and Jira.  If an external user replies to an email to comment on a ticket, we then have to copy and paste that comment in the Notify section of ZD to send to JIRA.  This doesn't scale well.  I understand the side of too much noise, so making this feature configurable sounds like the ideal way to handle this.

    0
  • Elee
    Comment actions Permalink

    This is so annoying! Please make it so the comments sync again!

    1
  • Betty LiOwen
    Comment actions Permalink

    +1

    Our engineers are using the comments to collaborate and get updates on tickets with each other. Support needs to be able to see these interactions within Zendesk so they can quickly respond to customers following up on an issue. 

    The notify button is currently just a workaround, but causes issues when someone forgets to use to keep the different teams updated. The syncing would prevent this from happening.

    0
  • Marcus Kim
    Comment actions Permalink

    Thanks everyone for commenting and voting on this forum post.

    It is clear that the current way of sharing comments using the Notify button is not well suited for some users, so we wanted to improve this process.

    The solution many here have asked for is real-time comment syncing between a Zendesk Support ticket and the linked Jira issue. While this approach works well when there is a single ticket linked to a single issue, the reality is that multiple tickets are commonly linked to a single issue and vice-versa.

    Enabling syncing of comments in this case would cause multiple conversations to be mashed together, making them extremely hard to follow.

    The solution we decided to go with addresses these common complaints, raised in this forum:

    • Having to remember to click Notify and retype the comment
    • No cue in Support that there’s a new comments added to the Jira issue
    • Agents not notified via email when comments added in Jira
    • Jira comments aren't displayed in Zendesk Support

     

    The new feature will automatically surface Jira comments on the Support sidebar app without actually storing these in Zendesk Support.

    We’ve begun roll out of this feature and it has been enabled for all who posted on this forum. We expect it to be generally available in the very near future.

    Highlights

    • JIra comments are now surfaced on the sidebar app in Support. These are shown for individual issues, avoiding clutter on the ticket body.
    • Zendesk panel in Jira shows the last comment time for each linked ticket. Allowing agents to quickly determine if a new comment was added to the ticket.
    • Agents can now register themselves as watchers on issues they create or link and receive updates via email



    1
  • Sharon Grey
    Comment actions Permalink

    This would be very helpful to us! Can we please get it enabled in our account?

    Thank you!

    0
  • Betty LiOwen
    Comment actions Permalink

    Marcus, this sounds amazing!I thought I saw this earlier today when I created a ticket, but wasn't sure.

    However, how does it work when there are multiple agents to subscribe to watcher notifications? Ex: If jira ticket creator subscribes as a watcher and goes on vacation, how will their backup subscribe to the same ticket?

    0
  • Marcus Kim
    Comment actions Permalink

    Hi Sharon, 
    I have enabled the feature to your subdomain.

    Thanks for giving it a try!

    0
  • Marcus Kim
    Comment actions Permalink

    Hi Betty,

    I’m afraid the functionality you had in your mind wasn’t covered in this release.
    Other agents may view the content and time of the comments.
    We will take this - letting agents to set multiple watchers - on as a feature request.

    0
  • James Whyte
    Comment actions Permalink

    Hey, Marcus. Can this feature be added to my subdomain? It's pretty essential and doesn't seem like it's been rolled out yet.

    0
  • Marcus Kim
    Comment actions Permalink

    Hey James, 

    Your subdomain too had been added to the list. Feature has been enabled.

    1
  • Susan Maher
    Comment actions Permalink

    James,

     

    I would like to request this feature be added to our subdomain as well.  Thanks

     

    0
  • Vinod Narayanan
    Comment actions Permalink

    Hello,

     

    Please enable the same for our subdomain too.

    Thanks in advance.

     

    Regards,

    Vinod

    0
  • Marcus Kim
    Comment actions Permalink

    Hello Susan, Vinod

    I have enabled the comment synchronisation feature to your subdomains as well.

    I hope you enjoy the feature and please feel free to leave a feedback.

    Have a nice day :)

    1
  • Markus Fieber
    Comment actions Permalink

    Hi Marcus,

    please enable the same for our subdomain too.

    Regards,
    Markus

    0
  • Marcus Kim
    Comment actions Permalink

    Hello Markus, 

    The feature has been made generally available.

    1
  • Markus Fieber
    Comment actions Permalink

    Fine.
    Thanks your work.

    0
  • Fernando Duarte
    Comment actions Permalink

    @markus

    How do I make sure that the comment displays as you show on your image?

     

    Even though I have Comment details enabled, the comment does not show on the sidebar

     

    save image

    0
  • Yuri Mylis
    Comment actions Permalink

    @Fernando, to see comments you need to click on the small eye icon on the Jira app. It will open a new dialog.

    0
  • Micah Abrams
    Comment actions Permalink

    Could this please be added for our subdomain? Thanks!

    Micah

    0
  • Tamir Pollak
    Comment actions Permalink

    Hello Marcus and Yuri,

     

    Can you please add this feature to our subdomain? 

    Thanks!

     

    Tamir

    0

Please sign in to leave a comment.

Powered by Zendesk