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Custom fields - Public reply - Jira

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Florian Grossmayer

Posted Mar 20, 2023

I am looking for an easy way to copy information from custom fields into the public reply automatically.

My current problem is that I am using Zendesk to manage tickets reported by end users, but my internal developer team uses Jira. I did find the plugin but there are some pain points open:

  1. I have enabled a chatbot that asks for custom fields to describe a malfunction within my software (how to reproduce a bug - what is expected - what happens instead). I need these fields to be automatically copied into the ticket as a reply. Therefore if I create a Jira ticket out of it, all the information is already pasted.
  2. I did find the 'Field Mapping' feature in the Jira-Zendesk integration, but I cannot include all 3 custom fields into a single jira field.
  3. Last but not least, I could avoid all that if I would have the possibility to include custom fields in the public reply. I have already set up a macro that inserts a template, but I want my end user to trigger that macro automatically.

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2 comments

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    David Gillespie

    Zendesk Product Manager

    Hi Florian Grossmayer,

    Thanks for your feedback on our Jira integration! See responses to your three points below:

    1. You should be able to do this through a trigger or automation, assuming the responses are captured in the custom fields.
    2. This is a limitation of the integration as it has to be a single Zendesk field mapped to a single Jira field. You could setup 3 custom fields in Zendesk to map to 3 fields in Jira, and then in Jira do the combining.
    3. Are you able to outline this use case a bit more? What are the various user actions and what's the overall objective?

    Thanks,

    David

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    Marwan Al Jeburi

    Hi Florian Grossmayer,

    Thank you for providing great insight to your desired integration. Unfortunately the described use case can't really be fully created using the Jira integration tool.

    If I may suggest an alternative that provides all the flexibility you need. Have a look at Exalate.

    1. You can do this just by having all of that info combined and entered in the description field for example.

    2. This can be done easily with Exalate. 

    3. For this, you simply send the comment + any other custom field. these can be combined before sending or at the point of receiving.

     

    Kind regards,

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