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Jozsef Keresztes

已加入2021年10月22日

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最后活动2023年12月28日

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Jozsef Keresztes 进行了评论,

评论Jira integration

Hello,
Our Customer Support is using Zendesk. Our development teams are using Jira. 
We decided to setup the Zendesk-Jira integration. 
We followed the recommended articles. Set up webhooks in Jira and in Zendesk as well. 

The integration is working smoothly only with one exception. 
When a customer writes a comment on a Zendesk ticket, then we expect that the issue watcher in Jira receives an email notification. But that step is failing. 

We enabled the option called "Send email notification to issue watchers when comments are added to linked tickets." 
But it has no effect. 

Could you please advise what could go wrong? 
It is working in the other direction, e.g. if a developer leaves a comment in Jira ticket under 'Zendesk support tab' than the assignee of the Zendesk ticket receives a mail notification. 

As a workaround, if a customer leaves a comment in Zendesk, we click manually on the "Notify" button and copy the last comment, after that the Jira ticket will be updated 
with something similar "This notification was sent from Zendesk Support ticket #XXX to all linked JIRA issues by XXX" and the Jira issue watcher receives a notification email. 

How can we automate the manually clicking on "Notify" thing? Is it possible to achieve it somehow?

Any ideas are welcome! 
Many thanks in advance!

查看评论 · 已于 2022年6月08日 发布 · Jozsef Keresztes

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Jozsef Keresztes 进行了评论,

社区评论 Feedback - Help Center (Guide)

Hello Alejandro,
May I ask is there any news regarding the implementation of this feature request?

Please check https://support.zendesk.com/hc/en-us/community/posts/4409152857370-Organization-Follow-button-modification as my problem is similar, however we would like to have an option to hide the content of a ticket in the mail notification

Thank you in advance!
Regards,

查看评论 · 已于 2021年10月22日 发布 · Jozsef Keresztes

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