Freshdesk integration shows internal comments to Freshdesk agents

[Julia Watson-Clarke]

Hello Community,

We are using Jira Service Management to process internal requests. Our Support team use Freshdesk to process customer requests which are then escalated to our Technical team where a developer response is required.

The Support team require JSM to update the FD ticket so that all support agents have a real-time picture of a request e.g. if it has been escalated via JSM, what the latest JSM status is etc. We have a FD integration in place for this purpose.

However, the FD integration updates the FD ticket with any internal comments our JSM agents add to the ticket.

Does anyone know if there is a way to prevent this?

Thanks,

Julia.

[Anusha A]

Hi Julia,

Thanks for your question on community. 

Have you already checked this with Freshdesk support? Atlassian support has a limited scope regarding third-party plugins and their functionality. I found this direct link from the marketplace if that could help you - 

https://marketplace.atlassian.com/apps/1219916/freshdesk-for-jira?hosting=cloud&tab=support  

Regards,
Anusha A