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Zendesk Integration - Update Ticket on Custom Field Change

I don't believe this is possible with the native integrations between Zendesk and JIRA, so I guess I'm looking for the best 3rd party application that will allow us to add an internal comment on ALL linked Zendesk tickets when the JIRA has one of its custom fields change, rather than only being able to do so when the Status field changes.

We're not able to change our Status workflow. Basically, after a JIRA has been set to Done, another field called Release will get updated once the code change from the fix has been pushed out to our clients.

We want our support agents to get updates in the Zendesk ticket when the custom field 'Release' is updated; the fix is in the testing environment (e.g. Release = "UAT") or when it hits the live environment (e.g. Release = "PROD").

We want to avoid sending emails to people because they never read them, and if they're in the ticket the other people looking at the ticket can see the latest updates.

2 answers

Hi @Patrick Harland-Lee ! Another 3rd party is Unito. You could map the Jira custom field to a Zendesk custom field in order to notify the ZD team.

Hello there @Patrick Harland-Lee , Michaela from Integromat here 👋

Not sure about the native possibilities of making this happen but since you're saying you might be looking for a third-party service to help you out, I thought I'd jump in. 

To connect your Jira and Zendesk accounts, you could check out Integromat. It's a no-code platform that lets you connect pretty much any apps and automate all sorts of processes and workflows 🤓

To learn about the options, you can check out both of the services on Integromat and see the features of the integrations:

➡️  Jira

➡️. Zendesk


To start exploring the possibilities of Integromat, you can simply sign up for a free account and get the ball rolling ⚽

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