An issue we struggle with is JIRA tickets being completed, but the Zendesk ticket still sits awaiting a response from our agents. They receive emails when a JIRA ticket is completed, but those emails tend to get buried and are overlooked. Our integration allows JIRA users to click a button to send a notification to the Zendesk ticket, but again, this will send an email to the agent which will also be overlooked.
I was thinking that a great solution would be to have a separate view for Zendesk tickets linked to completed JIRA tickets so they can quickly be solved. I was able to create a view for Zendesk tickets linked to JIRA tickets, but I can't seem to filter by JIRA ticket status. Does anyone know if this is possible? This would be super helpful for decreasing our backlog.
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