Create JIRA ticket created from Zendesk in specific status

We have integrated zendesk with JIRA. As per our workflow, when we create a new ticket, it gets created in 'Open' status. We have set up triggers in Zendesk such that any new zendesk ticket will automatically create a new JIRA ticket.

When a new ticket is created from zendesk, I want it to be created in 'Pending Review' status and not 'Open'. But when a ticket is created internally, not from Zendesk, it has to be in 'Open' status. Can someone advise on what is the right way to achieve this?

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You can't really do this. A workflow can only have one "create" point, and there is no sane way of doing it any other way.

What you can do though:

Create a different issue type for Zendesk issues. E.g. it creates "Zen call" issues instead of "bug", "feature" or whatever. A different issue type can have a different workflow from the others, so you can have one workflow that lands in "open" for most issue types, then a second one that starts "pending review" if the issue is a Zen call.

Create a listener that catches new issues, checks if they came in from Zen and issues a transition to "move issue from open to pending review" if it is a Zen issue.

Thanks Nic! I can create a new issue type. Can you point to some documentation on how i can have a different workflow for newly created tickets based on issue types ?

Have a look for "workflow schemes" in the docs

How did you do that automatically. Zendesk is telling us that we have to take a manual step to create an issue in JIRA from within a Zendesk ticket.

Thanks Nic! I can create a new issue type. Can you point to some documentation on how i can have a different workflow for newly created tickets based on issue types ?

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