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Hi. Our team is struggling with the Zendesk/JIRA integration when it comes to the comments sync. Zendesk comments get synced into the dedicated tab called "Zendesk Comments" in the issue comments section. Unfortunately, this has several caveats - among others it is easy to be missed (unless a JIRA user looks into the tab, he doesn't know there is a content).
Is there a way how we can automate the content sync between the standard Comments and the synced Zendesk comments, so a JIRA user uses just one screen (= the standard Comments tab) and the automation takes care of the rest?
So the workflow is:
1. Issue created from Zendesk and synced into JIRA.
2. JIRA syncs the content of the "Zendesk Comments" and pushes it into standard Comments.
3. JIRA User opens the issue, reads through Comments, posts a reply.
4. Reply is synced to the "Zendes Comments" section and also then synced into Zendesk.
This is Majid @ Exalate.
Have you considered a third party integration solution to fully synchronize your Zendesk instance to Jira bidirectionally. If not, I would urge you to look at Exalate where you will be able to fully customize how you want to handle the comments (as well as every other field). The app provides you fully customizable synchronization between Zendesk tickets to tickets in Jira.
Please feel free to book a customized demo if you would like to see the product in action.
@Veronika Lovrantova hi. Have you found a solution to your use case? Connecting the two systems bi-directionally will help you sync them and keep them up to date. Do you use any tool to establish the connection between the systems? There are tools on the marketplace that can help you achieve two-way integration, automation, and syncing. ZigiOps is one of them. It can help you sync the comments and can also be tweaked to fit various use cases such as yours - syncing the standard Comments and Zendesk comments, allowing you to choose which one you'd like to be displayed to the user. Feel free to explore the tool and if you think it might be useful for your task, you can book a demo to see it in action.
Regards, Diana (ZigiWave team)