Jira/ZD Note Synchronizing
Table of Contents
Overview
This guide outlines the process of notifying Zendesk ticket owners via Jira when a response has been made. This ensures timely communication and helps expedite the resolution process.
Objective
The primary goal is to inform the Zendesk ticket owner when a response has been made to their ticket, thus improving communication and efficiency in handling support requests.
Platforms Involved
- Jira
- Zendesk
Scope
This guide is applicable to team members responsible for managing and updating Zendesk tickets through Jira.
Use Case
Use this process when a response is made to a Zendesk ticket, and the ticket owner needs to be promptly informed to take further action.
Workflow
Step 1: Access the Ticket
Open the Zendesk ticket in Jira. Ensure you are in the correct view, either pop-out or sidebar, as both are similar.
Step 2: Add an Internal Note
- In the ticket, navigate to the comments section.
- Switch to "Zendesk Support" and select "Internal Notes" to avoid making a public comment.
- Type your internal note, such as "Hey, I updated this test ticket. Thanks."
- Click "Add Comment" to save the internal note.
Step 3: Notify the Ticket Owner
Once the internal note is added, it will reflect in the ticket. Inform the ticket owner that a response is ready for their action.