Jira automations with Zendesk Integration (automatically add comment to Zendesk support)

Question

I have been exploring Jira automation and were curious if automation could be used to send updates from Jira issues to linked ZD tickets. See below for example:

Jira Trigger: When a new issue is created
Jira Conditions: Status of Completed + Label "XYZ"
Jira Action: Add Comment to Jira issue under "Zendesk Support" Comment section, updating the linked Zendesk ticket with the comment.

Please let me know if something like this is doable with the existing integration or if that is an enhancement we can request!

Bill Sheboy · Answer

Hi @Kaylen Davis -- Welcome to the Atlassian Community!

First thing, I am not using Zendesk Support, and so my answer is based on my understanding of automation rules.  With that disclaimer out of the way...

Your scenario confuses me: if the trigger is Issue Created, why would the issue be in a status of "completed" at the time of creation?  Instead, do you mean to use the Issue Transitioned trigger?

Next...as Zendesk Support is a separate tool, possibly integrated with Jira using a marketplace addon, I recommend checking with that vendor to learn what they suggest in their documentation / support.  Perhaps there is another way to perform the update which is already included in the addon.

Finally, if you see no way to update from the addon, please check if they (Zendesk) have a REST API interface with functions to do this.  If so, a Jira automation rule could use the Send Web Request action to call those functions.

Kind regards,
Bill