Can I synchronise comments on two projects on the same Jira?

Question

Hi Community!

We are trialling Service desk for support as my Dev team use Jira for Development.

I can't seem to see where we can sync comments e.g

I create a dev ticket on Jira which is linked to the support ticket I created on Service desk and then make a comment on which I was hoping would also update on their Jira ticket and vice versa?

Is that possible?

Many thanks

Sean

Stefaan Quackels · Answer

Not a problem Sean, let me know if you have any questions!

unknown · Answer

Hi @Support,

As Stefaan mentioned, this sounds like a good scenario for using a third-party issue synchronization add-on for synchronizing the comments between the support Jira and the development Jira.

I work for K15t, the vendor of a issue synchronization add-on called Backbone Issue Sync for Jira.

With Backbone, you can synchronize issues between Jira projects – including between Jira Software and Jira Service Desk. You can even set issues to be only synchronized when they fulfil a certain criteria (e.g. when a support agent adds a label 'sync' to their issue), so not everything gets synchronized automatically.

You can configure Backbone so that comments get synchronized between synchronized issues – in your case, so that whenever a support agent makes a comment, that comment gets synchronized to the corresponding issue in the development Jira (and vice versa if you wish). That way, your dev team can help out your support team without your having to resort to painful workarounds.

Does this sound like something you might be interested in? If so, you can request a demo on the Backbone product page to see the add-on in action and ask any questions you may have.

Cheers, Tom

Support_3nacqs · Answer

Hi Stefaan,

That's great. I'll take a look and let you know about that demo!

Many thanks

Sean