Zendesk for Jira app - wrong commenter

William Clement

Hello!

Aware that the Zendesk for Jira app is supported by Zendesk - I've also raised this issue with them - but just putting this out there to see if anyone can help or has had a similar experience.

Currently when a user posts a public comment to Zendesk from a Jira issue, it comes through as a different commenter in Zendesk. Struggling to track down where in the integration this is going wrong, but am assuming it's something to do with the webhook in Jira as the webhook author (me) is always the commenter in Zendesk, regardless of who the commenter actually was in Jira.

The assignee/requester/reporter in either system makes no difference - the commenter is always me.

Would be grateful for any advice anyone has.

Cheers

Will

Jehan Bhathena

Hi @William Clement ,

Welcome to the Community!

While Zendesk's team maybe the right people to answer this, I've come across a similar scenario when using the ZD API. For the ticket comment API, we have an option to add "Author_ID", this when used shows the owner of this ID as the commenter while someone else may have added the comment, but authenticated user making the API request is the updater.

I would suggest checking how the comment being added in Zendesk? Check the Updater name in zendesk's activity logs to see who actually made the comment, and if your user ID is set as the default commenter in some customization.

Hope this helps.