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Our support team uses Jira through Zendesk app, for creating the support tickets. While doing so, there is a jira modal which will show the fields that the team enters and creates the ticket.
The problem here is, we are trying to add a label as an identifier that the ticket creation happened through Zendesk and based on that , make further modifications to the created ticket so that it falls under the proper bucket.
But since the ticket creation happens outside Jira, label updation does not happen in the desired way and the automation misses out most of the tickets.
Can you suggest a better way in handling the ticket creation ?
Hi @gayathri_bharathi ,
What did you try to add the label? You can use a post-function in the workflow. In most cases, we do not advise to use the label field, but to just use a (custom) field with predefined options. This way, mistyping a label doesn't result in a new label.