Zendesk to Jira integration - Updates in Zendesk do not trigger email notifications to Jira users

Question

We recently started using the Zendesk Support for Jira integration plugin.  However, when a user comments in Zendesk on an integrated ticket, the comment shows up under the tab for 'Zendesk Support' but the Jira assignee and watchers DO NOT get an email notification.

We do have the checkmark box configured for 'Send email notification to issue watchers when comments are added to linked tickets' and still, nothing.  Used this article:  https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration#topic_v2g_kcz_42b

Has anyone solved this?  Doesn't this make the plugin rather useless if it's not capable of notifying of new comments?  It does work the opposite way; ZD triggers a notification when a comment from Jira is received.

The email notification does send when using the 'Notify' area of the Jira plugin within ZD but our typical users will not have access to that area to be able to use it.

Syed Majid Hassan -Exalate- · Accepted Answer

Hi Jessie,

This is Majid @ Exalate.

I think this is by design as you need to use the Notify action to achieve this - as you already know. However, this is something that works out of the box with integrations apps such as Exalate.

Please give us a shout out if you are interested in exploring it further.

Thanks

Majid

Diana_Architect_ZigiWave · Accepted Answer

@Jessie Dallas , hi. an out of the box solution might be what you need - so you can customize it beyond the default functions in order to help with the use case. feel free to explore ZigiOps. It has a trial version so you can test it yourself.

BR, Diana