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I have a client using Zen Desk without the ability to introduce any changes on their side.
I need to integrate both systems through emails so client can escalate issues from Zen Desk to our JSM (Cloud version)
Zen Desk ticket ID can be used to identify the conversation on both sides as we update Jira issue description with Zen Desk ID, extracted from the email.
Challenge I face now - how to extend Jira email handling logic to look for issues if there is no Jira Ticket number in Subject as I'd like to find the required issue by Zen Desk ticket ID in it's description so it will be updated. Without this all the time new issue is created and we keep them connected manually which is not good at all.
Does anyone solved this or something similar before?
Thanks in advance
You may want to look at Jira Enterprise Email Handler Cloud (JEMH Cloud)
In particular look at Foreign Key Association
The developers of this app are pretty good about responding to questions and help setting up configurations.
(caveat, I use the server version of this, so I cant directly speak to the cloud version)