I would like to ask if there is a way to modify the original issue after(before) or anytime during the first sync?
So my use case is the following:
We have a Zendesk support to handle customer-related issues and the system is connected with our Jira cloud instance in case any further help is required. In Zendesk we use custom macros to prepare the ticket for further processing and after that the agent has to manually decide which internal system to sync to. Unfortunately, sometimes the agents forget the last step and keeps waiting for response, while it wasnt synced.
Therefore I would like to add a new label to the Zendesk issue after a successfull sync from which I could create a report.
What I have tried is to create an internal comment on the Jira side and sync that back right after the create, this way I can trigger incoming side of Zendesk and add the label there, but I feel like this is a bit of a workaround, is there any other way to do this?
Hi all,
I would like to ask if there is a way to modify the original issue after(before) or anytime during the first sync?
So my use case is the following:
We have a Zendesk support to handle customer-related issues and the system is connected with our Jira cloud instance in case any further help is required. In Zendesk we use custom macros to prepare the ticket for further processing and after that the agent has to manually decide which internal system to sync to. Unfortunately, sometimes the agents forget the last step and keeps waiting for response, while it wasnt synced.
Therefore I would like to add a new label to the Zendesk issue after a successfull sync from which I could create a report.
What I have tried is to create an internal comment on the Jira side and sync that back right after the create, this way I can trigger incoming side of Zendesk and add the label there, but I feel like this is a bit of a workaround, is there any other way to do this?
Thanks