We are on JIRA cloud and looking to automate our service desk based on software project response. We have multiple service desk project(1 client-1 project) but one Software project. Each customer creates their tickets in dedicated service desk project and our support agent then creates ticket in software project for development team to resolve. When there is any notification/comment from Dev team then Agent copy/paste that comment in service desk ticket to notify customers.
We want to automate this manual copy/paste - as soon as software tickets get updated, we want to auto copy that on linked service desk ticket to provide an update to customers.
Can this be feasible in JIRA cloud?
I see several ways how you can automate these processes:
PS: I'm part of the Backbone Issue Sync team.
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