Zendesk/JIRA AI solution

Question

Hi everyone,

We’re currently exploring ways to improve our workflow. At the moment, our clients communicate with our Support Team via Zendesk, and the Support Team relays information to our Software Engineers using JIRA.

We’re interested in finding an AI solution that can analyze the entire conversation within a Zendesk ticket and automatically generate a corresponding JIRA ticket.

Does anyone know of a tool that offers this functionality?

Thanks!

Payal _appbox_ai_ · Accepted Answer

Hi @Maximiliano Acevedo

One solution is to

Step 1 - "Copy" your support ticket from Zendesk into Jira (this could be a test project in Jira)

Step 2 - convert this Jira ticket into one or more engineering tickets (using AI).

At Appbox, we offer a tool that automatically extracts key information—such as the Summary, Description, Comments, and other ticket details—from your support ticket and divides it into multiple engineering tickets.

Let me know, and We’d be happy to discuss this solution further!

Thanks,

Aron Gombas _Midori_ · Accepted Answer

@Maximiliano Acevedo I think it is worth to experiment with using Rovo agents in Jira Cloud automation rules. Rovo is basically the name of the Atlassian AI implementation.

In the rule, you can connect to the Zendesk AI using the Send web request action. I am quite sure you can get the ticket details and all comments, then pass it to Rovo using some smart prompt, and ask Rovo to create Jira issues for you.