• 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
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

23,678 views 2 7
Join discussion

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