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Using Jira and Gather together
Posted May 22, 2020
Hello,
In Zendesk support, we use the integration to JIRA to link support tickets to JIRA stories.
I'm wondering if there could be a way to link posts in Gather to JIRA stories. I ask because I would like to use Gather to collect feature requests and suggestions, and it would be great to map our development of solutions to those requests such that we could get back to the posters and get feedback on proposed solutions, offer early access for beta testing, and give regular updates on targeted release dates.
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Mike Davis
Hi Sandra!
We currently use Gather and our R&D team highly utilizes JIRA. We are utilizing the OOTB JIRA integration with Zendesk which allows us to link a JIRA ticket to a Zendesk ticket. My process in Gather is to create tickets for our end users who submit feedback and suggestions and connect them to any corresponding JIRA ticket we have internally. You an also create a JIRA ticket from the Zendesk integration too, for those times there's not a corresponding ticket.
In JIRA, you can see the tickets attached it from Zendesk, but depending on how much your developers are looking at Zendesk, you might want to make it more visible and apparent to them. To do this, we also added a field in JIRA that simply counts the number of Zendesk tickets that are linked to any particular ticket. This allows both to see a raw value for popularity of an issue/request, and also something for you to then filter and build JIRA reports off of, e.g.. anything that has an attached ticket, etc.
On the Zendesk side you can similarly create some views in Support and/or queries and dashboards in Explore to see your ticket traffic from Gather.
Hopefully that helps some. Let me know what questions you have, though. All the best!
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Nicole Saunders
Thanks for jumping in, Mike!
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