JIRA Service Desk and Zendesk update

Hi All ,

We have JIRA service desk setup and one problem we are facing is that when some of our customers reply back to us using the their Zendesk ticketing system that these update are not being picked up by JIRA Service Desk through the email channel

This is only happens when we get update from the customer through their Zendesk application.

 

Thanks

Mamdouh Elbittar

1 answer

1 accepted

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What is the format of the emails Zendesk is sending to Jira?  Is it in a form JIRA can process?

Hi @Nic Brough [Adaptavist],

It comes in the following format to the inbound email created

 

##- Please type your reply above this line -##

Your request (#30905) has been updated. You can reply to this email, or click the link below:
http://panaceamobile.zendesk.com/requests/30905

That's not going to work as a reply as it doesn't contain the JIRA issue references required to tell JIRA which request they are talking about.

In fact, I'd expect that to be creating new requests in Service Desk.  If it's not, then take a look through https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html to see what needs debugging.

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