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How to open a Zendesk ticket when a Jira ticket is updated?

Answered
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Nick Thayer

Posted Dec 18, 2023

Hi guys, wondering if a ticket can be reopened when a linked Jira ticket is commented on. Currently, do not see any possibility of this via Zendesk Automations and triggers. Also, unable to see any possibility on Jira side as well in their automation settings. Not sure if this is something that is entirely impossible or not.

 

Thanks in advance!

 

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2 comments

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    Brandon Taylor

    Zendesk Luminary

    Hi Nick,

    This is absolutely possible using the Zendesk API.

    You can use a webhook on the Jira side to set the ticket status to open (IF it hasn't been set to closed (just resolved)).

    You could also use a Saas product like Zapier to more easily automate this task as well. 

    Please let me know if you have any questions on how to do this.

    -Brandon 

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    mathieu.lepoutre

    To have a ticket be reopened after closing, use Exalate.

    It has groovy scripting capabilities, so all of that will become possible.

    Exalate is a decentralized integration solution, where you can granuarly decide which data will be send over.

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