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JIRA App - Ability to Add a Comment When Linking a Zendesk Ticket to an Existing Jira Ticket

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Socios Luciano P

投稿日時：2023年11月02日

I would like to be able to add more information in the form of comments when linking new Zendesk tickets to an existing Jira ticket. This feature will help provide more context in Jira for newly linked Zendesk tickets.

This is currently affecting our agents as at present they need to switch to Jira to input a comment related to the newly linked Zendesk ticket instead of completing this action directly from Zendesk. They are linking tickets on a daily basis and this can be counterproductive when having to link 200+ Zendesk tickets to a Jira ticket.

I would like to see a comment field below the 'Link issue' field as per the capture below.
Also, the option to make that comment field mandatory.

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3

3件のコメント

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    David Gillespie

    Zendesk Product Manager

    Hi Socios Luciano P!

    Thanks for raising this feedback, and you should be able to do this already by using the "Notify" feature. 

    This allows agents in Zendesk to add comments to the linked Jira issues. Here's some documentation about how to use the feature.

    Thanks,

    David

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    Socios - Sandra M.

    Yes, it can be a great help for agents to be more efficient :)

    1

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    Socios Luciano P

    Hi @...

    Thanks for the suggestion!

    It is useful and I advised our agents to start using this functionality.

    Thanks.

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