Danielle

Is there any way I can set up a rule where a Zendesk ticket cannot be solved if the JIRA status is not also closed?

It looks like in the automation I can set it to re-open; however, I would like the agent to know what is going on not just to re-open it without warning or an internal note.

Therefore is there an option to either (A) apply an internal note to let the agent know that it is being reopened due to the JIRA status not being closed OR (B) a pop-up or warning message show immediately to show that the ticket cannot be solved.

I know that there is an email option; however, do not believe that emailing an agent who works a fair chunk of their time in Zendesk is very efficient.

I have other use cases for this also, like the agent should not solve the ticket without all the right ticket information.