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Need comment from Jira Software tickets to update on Zendesk Service ticket

Answered


Posted Sep 16, 2021

We have a strong need to have Internal Jira Software tickets comment to up date to Zendesk Service Ticket.  When they update to Zendesk they need to appear as internal comments.  Can you please let me know how to make this needed event occur?


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3 comments

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Shayne Traqueña

Zendesk Customer Care

Hi Trena!

Welcome to Zendesk! Comments can be sync'd from Jira to Zendesk manually or automatically using the supported methods:

Manually:
https://support.zendesk.com/hc/en-us/articles/203660206-using-the-zendesk-support-for-jira-integration?page=3#topic_cc3_bcz_42b
Automatically using Jira workflows + post function: https://support.zendesk.com/hc/en-us/articles/203660226-Updating-a-ticket-when-the-status-of-a-JIRA-issue-changes

Syncing Jira fields and ZD ticket fields are separate to comments and involve using the Jira field sync feature: https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-Jira-field-syncing-feature

I hope this helps!

Shayne Traqueña 

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Hi

I need my zendisk ticket to automatically change to open when someone comments (but doesn't change the status) on a jira ticket. Is that possible? I can't see how to do that in your guides.

Best, Louise

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Gab Guinto

Zendesk Customer Care

Hi Louise,
 
I'm afraid this is not possible at the moment. You may only send comments from Jira to a Zendesk ticket (Adding a comment to linked Zendesk Support tickets from a Jira issue), but the integration does not have the ability to update a ticket's status manually or through certain events/actions in Jira. The closest workaround to change the status of a Zendesk ticket from Jira is to utilize the commenting feature – you can send a comment to a ticket, and in Zendesk, have a trigger that fires when a ticket is updated with a comment (based on the trigger conditions Comment text and/or Update via Web service). 

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