• Community
  • Products
  • Jira
  • Questions
  • I just want to send tickets from Zendesk tot Jira, and I don't want the comments posted in Jira sync with Zendesk. How do I do this

I just want to send tickets from Zendesk tot Jira, and I don't want the comments posted in Jira sync with Zendesk. How do I do this

Hi,

I am using Jira and Zendesk for a few weeks now. We are using Jira for 'intern' and Zendesk to communicate with our customers. So I share the tickets in Zendesk with the issues in Jira, they stay up to date and my colleages can see the comments from the customers in Jira. The comments that we posted in jira, weren't sync with Zendesk, so the customers couldn't see them.

I had a few problems with logging work on the issues in Jira. Apparently the cause was the synchronisation between Zendesk and Jira. So I deleted this and did the set-up again. It works fine, but now when I share a ticket in Zendesk with an issue in Jira, it changes the summary and description in Jira. I don't want that to happen. How can I change this?

Also, when we comment in Jira, Jira sends the comments to Zendesk. Our customers can see the comments and I don't want that either. How do I fix this?

I don't understand that the first integration was doing everything that I wanted, but wasn't done well. Now the integration is done well and it isn't doing what I want. Please help :)

1 answer

1 accepted

Hi,

I believe that what you are trying to do is described on this Zendesk documentation.

Basically on the filed mapping you should set the Direction to be Zendesk to JIRA.

Hope this helps! And let me know if you have any further questions or concerns.

Cheers!

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Monday in Jira Software

How large do you think Jira Software can grow?

Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...

689 views 6 13
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you