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Zendesk Support - updates in Zendesk do not trigger email notification to JIRA users



The integration seems to be working fine, but there is one major issue: when our support team on Zendesk update the Zendesk ticket, the update flows into the JIRA issue under the "Zendesk Support" tab, but it does not trigger the usual email notification in JIRA that the issue is updated. If I add a comment to the issue straight in JIRA it will fire up the email notification.

Any ideas?



3 answers

Hi @Itai Lar 

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between Zendesk and Jira (among other ITSM systems) that is fully customizable. It is easy to set up and the entire customization can be configured using a no-code interface. 

So when Exalate integrates between Jira and Zendesk, the comment would not appear in the ZD tab, but in the actual ticket and all Jira automations would work.

You can also synchronize custom fields, statuses and a lot more. We even have a scripting engine which is based on Groovy scripting. It provides a lot of flexibility and you can achieve complex use-cases with ease.

If you would like to see a customized demo of the product in action, feel free to book a slot with us. 


@Itai Lar hi! hope that by now you've found a resolution to your issue. Perhaps the initial integration process was not set right. Did you use any tool to connect the two systems? You can check out ZigiOps. It's a no-code integration tool that can help you connect the two systems and sync them. It has advanced field mapping functionalities, so you can choose the fields you want to transfer(sync) and the triggers - so your Zendesk tickets will be synced with the Jira issues (and trigger the email notification). Feel free to explore ZigiOps integration tool and book a demo if you think it would be useful to see it in action.

Regards, Diana (ZigiWave)

Im looking for the answer to this as well. Any help on this from the community would be great.

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