Questions on Jira<>Zendesk (Sync and Mentions)

General Questions
1

Hi Team,

I have two questions:

  1. If my team creates an internal note in Jira, will it sync to "remote side” without being visible to the requester/end-user, or will it remain only on our side?

  2. Is there a way to @mention Zendesk members directly within the ticket (e.g., instead of just showing “John Doe”, etc in the Exalate comment)?

Thank you

2

Hi @German_Lesch !

Let’s answer them both

  1. If you mean creating an internal comment, yes How to Manage Comment Visibility when Receiving Commen, thru scripting you will be able to also post it as internal at Zendesk, so it will only be shown to people with access to to it, if you don’t want to sync them when internal comment, you can also make that happen thru script

  2. If you mean impersonating comments,

    How to Impersonate a Comment in Zendesk, this is also possible thru Exalate script, but remember the user has to exist on both ends, if not you can also create a mapping to any user.

  3. Also if not possible to impersonate due to not having any specific user to use, you can change the body to add the author of the comment on any side

    for example:

    Tomas commented: body

BR

Tomas