Jyotirmoy Nath

Hi Amy Muller, 

es, I believe it should be possible. Here, how you can set up the sync flow: 

1. Zendesk Ticket Creation: When a ticket is created in Zendesk with a specific form and priority, the sync tool alerts PagerDuty via creating Incident, notifying the on-call engineer. 
2. Incident Acknowledgment and Sync to Zendesk: When the engineer acknowledges the incident in PagerDuty, the sync tool updates the related Zendesk ticket, adding a tag or custom field to show the engineer is handling it. 
3. Customer Notification: Zendesk will then trigger an automated email to the customer, letting them know the engineer is investigating. (This email setup needs to be configured in Zendesk, the sync tool just updates the ticket.) 

As a Zendesk Partner, OpsHub Integration Manager (OIM), you can achieve seamless bi-directional sync between Zendesk and PagerDuty. OIM ensures that updates from PagerDuty (like incident acknowledgment) are reflected in Zendesk, while leveraging Zendesk’s native notification system for customer emails, without requiring additional configuration. 

You may also reach out to OpsHub's  integration experts for an initial free consultation on integration planning. 

Thanks, 

OpsHub Team

Yes, there are a few tools that can help in bidirectional synchronization between Zendesk tickets and Jira tasks.  However, selecting the right tool is difficult, as most tools look the same from an outer perspective.

To help you select the right integration approach and tool, you should first define your integration requirements and selection criteria. From my experience, the following are the key considerations to keep in mind, as part of the selection criteria:   

• Integration Modeling and Richness:

1. Determine whether a User Interface (UI) is available to model entities, field values, and flow, or if coding/scripting or manual effort is required.
2. Understand the data the tool can integrate (Tasks, Epics, Bugs, and Stories, (along with attachments, links, comments, mentions, and inline images) on Jira and the tickets on Zendesk, and the data that the tool cannot integrate. Evaluate the volume of coordination effort among team members required for sync reliability and completeness issues.
3. For bidirectional synchronization, there is a possibility of data being updated simultaneously in Jira and Zendesk. As part of the evaluation, analyze which tool supports conflict management in such cases.  

• Maintenance: 

1. As part of the evaluation, understand whether the tool supports automated or Excel-based mapping, for non-standard user representation or for mismatched usernames. This can save a lot of manual effort in case no. of users is huge.

OpsHub Integration Manager, a Zendesk partner offers a federated integration platform that can help ease your integration journey. If you change the status on the Jira task, it also changes on the Zendesk ticket, and in the same way, if you change the Zendesk ticket, it also changes on the Jira task. You can reach out to OpsHub’s integration experts for a discussion on how to set up bidirectional integration between Zendesk and Jira.