Update Tickets with Jira Status Changes - Frequently asked questions
Frequently asked questions
How does Jira automatically update Zendesk tickets?
Jira can automatically update a Zendesk Support ticket when the status of a linked Jira issue changes. This is done through a feature called post functions in Jira workflows. When a Jira issue transitions from one status to another, a post function…
What are post functions in Jira workflows?
Post functions in Jira workflows are actions that occur after a workflow transition is executed. They are used to perform additional processing, such as updating issue fields or notifying linked applications like Zendesk. In the context of Zendesk…
How can I configure a Jira workflow to update Zendesk tickets?
To configure a Jira workflow to update Zendesk tickets, you need to add a post function to the desired workflow transition. Start by navigating to the Issues section in Jira settings, then select Workflows. Edit the workflow in draft mode and…
Can I change the settings for ticket updates in Jira?
Yes, you can change the settings for ticket updates in Jira at any time. To do this, go to the Issues section in Jira settings and select Workflows. Edit the workflow containing the transition you want to modify. In the Post Functions tab, click…
What placeholders are supported in Jira-Zendesk integration comments?
The Jira-Zendesk integration supports various placeholders that can be used in comments to dynamically insert information. These include issue-specific placeholders like issue ID, key, summary, and more. Transition-specific placeholders such as the…
Why can't I update a closed Zendesk ticket from Jira?
Once a Zendesk ticket is closed, it can no longer be updated or edited, which includes updates from Jira. If you need to update a ticket after closure, consider adjusting your closure automation to exclude tickets with a 'jira_escalated' tag. This…
How can I troubleshoot issues with Jira-Zendesk post functions?
If you're experiencing issues with Jira-Zendesk post functions, such as inconsistent updates, first ensure that the workflows are correctly configured and published. Check if the integration user or tokens are still valid by reinstalling the…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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