# \#cloud-zendesk **URL:** https://community.exalate.com/tag/cloud-zendesk/73.md [Latest](https://community.exalate.com/latest.md) · [Categories](https://community.exalate.com/categories.md) · [Tags](https://community.exalate.com/tags.md) --- ## [Moving tickets from Zendesk to JSM Cloud](https://community.exalate.com/t/moving-tickets-from-zendesk-to-jsm-cloud/7672)
**Author:** [@urmo](https://community.exalate.com/u/urmo)\ **Replies:** 10\ **Last updated:** [February 25, 2026, 9:29am UTC](https://community.exalate.com/t/moving-tickets-from-zendesk-to-jsm-cloud/7672 "2026-02-25T09:29:50Z")
Hi Exalate support give idea that community can help :slight\_smile: I have created connection between Zendesk and JSM with plan move all tickets from Zendesk to JSM. Now i have allready set up some connection and i hav… --- ## [Zendesk Status Sync](https://community.exalate.com/t/zendesk-status-sync/6580)
**Author:** [@Ellesh\_Miyangar](https://community.exalate.com/u/Ellesh_Miyangar)\ **Replies:** 5\ **Last updated:** [July 29, 2025, 9:52pm UTC](https://community.exalate.com/t/zendesk-status-sync/6580 "2025-07-29T21:52:35Z")
Has anyone used side conversation?, Zendesk has limitations on how the status can be changed from the parent ticket to the side conversation, wondering if anyone has any advised to get the linked child ticket working, fo… --- ## [Add a new tag to the Zendesk source ticket, during outgoing sync](https://community.exalate.com/t/add-a-new-tag-to-the-zendesk-source-ticket-during-outgoing-sync/6455)
**Author:** [@Aldo\_Ercolani](https://community.exalate.com/u/Aldo_Ercolani)\ **Replies:** 3\ **Last updated:** [June 17, 2025, 7:55am UTC](https://community.exalate.com/t/add-a-new-tag-to-the-zendesk-source-ticket-during-outgoing-sync/6455 "2025-06-17T07:55:15Z")
I have a ticket in Zendesk that is being synced to Jira. When this happens, I want the tag “jira\_escalated” to be added to the source Zendesk ticket. I’ve added this in the outgoing script: issue.labels += nodeHel… --- ## [Attachments as internal notes, from Jira to ZD](https://community.exalate.com/t/attachments-as-internal-notes-from-jira-to-zd/6384)
**Author:** [@Aldo\_Ercolani](https://community.exalate.com/u/Aldo_Ercolani)\ **Replies:** 2\ **Last updated:** [May 19, 2025, 10:08am UTC](https://community.exalate.com/t/attachments-as-internal-notes-from-jira-to-zd/6384 "2025-05-19T10:08:55Z")
Hello I am syncing comments from Jira to ZD. In ZD I want them to be internal notes so my help desk rep can use it to compose an official answer for the end-user. The problem here is that if there is an attachment com… --- ## [Attachments sync from Jira to ZD](https://community.exalate.com/t/attachments-sync-from-jira-to-zd/5071)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 4\ **Last updated:** [March 27, 2025, 6:21pm UTC](https://community.exalate.com/t/attachments-sync-from-jira-to-zd/5071 "2025-03-27T18:21:36Z")
Originally asked by brian shen on 22 February 2022 (original question) Expected Behaviour: Jira comment with attachments should create a ZD comment with all the attachments Actual Behaviour: Jira comment with attachme… --- ## [Syncing Zendesk labels with Azure Devops](https://community.exalate.com/t/syncing-zendesk-labels-with-azure-devops/6036)
**Author:** [@exlt\_dev](https://community.exalate.com/u/exlt_dev)\ **Replies:** 2\ **Last updated:** [December 15, 2024, 3:54pm UTC](https://community.exalate.com/t/syncing-zendesk-labels-with-azure-devops/6036 "2024-12-15T15:54:28Z")
Hi, I’m following the instructions in this documentation page: , but I’m not seeing the way to handle incoming labels in Zendesk. Am I missing something? Can you help me make the two-way sync with Azure DevOps possible… --- ## [Is there a way to access the Jira ticket URL directly within the Exalate trigger?](https://community.exalate.com/t/is-there-a-way-to-access-the-jira-ticket-url-directly-within-the-exalate-trigger/5544)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 8:11am UTC](https://community.exalate.com/t/is-there-a-way-to-access-the-jira-ticket-url-directly-within-the-exalate-trigger/5544 "2024-11-04T08:11:56Z")
Originally asked by Alastair Wade on 14 July 2023 (original question) I would like to pass the Jira ticket URL to Zendesk and am wondering if within the Exalate trigger I can access the Jira smart value ‘{{issue.url}}’… --- ## [Jira issue handling multiple attached images with same filename](https://community.exalate.com/t/jira-issue-handling-multiple-attached-images-with-same-filename/5543)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 8:11am UTC](https://community.exalate.com/t/jira-issue-handling-multiple-attached-images-with-same-filename/5543 "2024-11-04T08:11:48Z")
Originally asked by Alastair Wade on 14 July 2023 (original question) Is there an Exalate workaround for the problem where multiple files attached to a Zendesk ticket with the same filename appear in Jira as the same f… --- ## [Zendesk - attachments are always public](https://community.exalate.com/t/zendesk-attachments-are-always-public/5199)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 7:49am UTC](https://community.exalate.com/t/zendesk-attachments-are-always-public/5199 "2024-11-04T07:49:33Z")
Originally asked by Francis Martens (Exalate) on 08 May 2022 (original question) You can see that one of the comments posted by the Exalate connections is placed as “Public” meaning this had been e-mailed to a customer… --- ## [Trigger not catching on sync](https://community.exalate.com/t/trigger-not-catching-on-sync/4961)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 7:34am UTC](https://community.exalate.com/t/trigger-not-catching-on-sync/4961 "2024-11-04T07:34:52Z")
Originally asked by ben friedman on 26 November 2021 (original question) Hi, i have a trigger on ZD: entity = ticket when = create/update if = tags:servicedesk then = use connection X status = on connection X ha… --- ## [How to sync users fields from ZenDesk to Jira](https://community.exalate.com/t/how-to-sync-users-fields-from-zendesk-to-jira/4829)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 0\ **Last updated:** [November 4, 2024, 7:26am UTC](https://community.exalate.com/t/how-to-sync-users-fields-from-zendesk-to-jira/4829 "2024-11-04T07:26:31Z")
Originally asked by Pablo Serra on 26 August 2021 (original question) Hi, We have a connection between ZenDesk and JIRA and we are having some issues syncing the assignees. The assignee field on Jira is not taking the… --- ## [Is it possible to sync Zendesk ticket related information?](https://community.exalate.com/t/is-it-possible-to-sync-zendesk-ticket-related-information/4737)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 7:20am UTC](https://community.exalate.com/t/is-it-possible-to-sync-zendesk-ticket-related-information/4737 "2024-11-04T07:20:25Z")
Originally asked by Jose Lobo on 16 June 2021 (original question) I am interested in integrating Zendesk Ticket related information (not the same as common fields). Check image of Zendesk ticket. The red field called … --- ## [How to retrieve the ticket participants on zendesk](https://community.exalate.com/t/how-to-retrieve-the-ticket-participants-on-zendesk/4709)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 7:18am UTC](https://community.exalate.com/t/how-to-retrieve-the-ticket-participants-on-zendesk/4709 "2024-11-04T07:18:15Z")
Originally asked by Francis Martens (Exalate) on 17 May 2021 (original question) The challenge is a follows Whenever a ticket is created on behalf of a certain user, that certain user is added as a ‘cc’ user. This cu… --- ## [JSD attachment made public on ZD](https://community.exalate.com/t/jsd-attachment-made-public-on-zd/4478)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 7:00am UTC](https://community.exalate.com/t/jsd-attachment-made-public-on-zd/4478 "2024-11-04T07:00:25Z")
Originally asked by ben friedman on 27 November 2020 (original question) Hi, in the ZD incoming i have these: issue.attachments = attachmentHelper.mergeAttachments(issue, replica) issue.comments = commentHelper.mer… --- ## [How to avoid error "Status: closed prevents ticket update"](https://community.exalate.com/t/how-to-avoid-error-status-closed-prevents-ticket-update/4462)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 6:59am UTC](https://community.exalate.com/t/how-to-avoid-error-status-closed-prevents-ticket-update/4462 "2024-11-04T06:59:25Z")
Originally asked by ben friedman on 18 November 2020 (original question) Hi, i have a sync between ZD and JSD. some tickets in ZD are getting to ‘closed’ status. on ZD, both incoming and outgoing are set with if (is… --- ## [We are trying to Integrate ServiceNow and Zendesk but can't get the Priority field to update. Get the error "Priority is invalid, Priority cannot be blank"](https://community.exalate.com/t/we-are-trying-to-integrate-servicenow-and-zendesk-but-cant-get-the-priority-field-to-update-get-the-error-priority-is-invalid-priority-cannot-be-blank/4457)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:58am UTC](https://community.exalate.com/t/we-are-trying-to-integrate-servicenow-and-zendesk-but-cant-get-the-priority-field-to-update-get-the-error-priority-is-invalid-priority-cannot-be-blank/4457 "2024-11-04T06:58:51Z")
Originally asked by Champ Yarbrough on 15 November 2020 (original question) I can’t seem to get the Priority field to update when it changes on either the SN or the ZD side. I have tried def priorityMapping = \[ // r… --- ## [Is there a way to remove synchronisation for the historic data?](https://community.exalate.com/t/is-there-a-way-to-remove-synchronisation-for-the-historic-data/4449)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:58am UTC](https://community.exalate.com/t/is-there-a-way-to-remove-synchronisation-for-the-historic-data/4449 "2024-11-04T06:58:18Z")
Originally asked by Mariia Onyshchenko on 10 November 2020 (original question) Context: As I’m trialing the connections, the synchronization is recreating all comments, etc between Zendesk and Jira. However, for the mi… --- ## [ZD local replica doesnt include attachments if they were sent in an email's body](https://community.exalate.com/t/zd-local-replica-doesnt-include-attachments-if-they-were-sent-in-an-emails-body/4443)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:57am UTC](https://community.exalate.com/t/zd-local-replica-doesnt-include-attachments-if-they-were-sent-in-an-emails-body/4443 "2024-11-04T06:57:42Z")
Originally asked by ben friedman on 04 November 2020 (original question) In ZD, when a ticket is created by sending an email, if an image is put into the email’s body directly, it doesnt appear in the local replica whe… --- ## [How to set up a sync between multiple Zendesk tickets to one Jira Cloud issue?](https://community.exalate.com/t/how-to-set-up-a-sync-between-multiple-zendesk-tickets-to-one-jira-cloud-issue/4442)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:57am UTC](https://community.exalate.com/t/how-to-set-up-a-sync-between-multiple-zendesk-tickets-to-one-jira-cloud-issue/4442 "2024-11-04T06:57:40Z")
Originally asked by Mariia Onyshchenko on 04 November 2020 (original question) Context: The clients currently have a Jira server instance with a linked Zendesk portal, and a Jira cloud instance with a separate linked … --- ## [Keeping original commentor's name](https://community.exalate.com/t/keeping-original-commentors-name/4438)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 6:57am UTC](https://community.exalate.com/t/keeping-original-commentors-name/4438 "2024-11-04T06:57:19Z")
Originally asked by ben friedman on 03 November 2020 (original question) Hi, i have a connection between ZD and JSD.comments that are coming in from JSD appear under the same name in ZD, regardless of the agent who ma… --- ## [Setting a ZD check box field](https://community.exalate.com/t/setting-a-zd-check-box-field/4430)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 6:56am UTC](https://community.exalate.com/t/setting-a-zd-check-box-field/4430 "2024-11-04T06:56:40Z")
Originally asked by ben friedman on 29 October 2020 (original question) Hi, i have a check box field in ZD “Jira Ticket”. For any incoming, i need to have the “Jira Ticket” to be checked. what should i add in the sc… --- ## [Avoid tags overwrite in ZD](https://community.exalate.com/t/avoid-tags-overwrite-in-zd/4428)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 3\ **Last updated:** [November 4, 2024, 6:56am UTC](https://community.exalate.com/t/avoid-tags-overwrite-in-zd/4428 "2024-11-04T06:56:30Z")
Originally asked by ben friedman on 29 October 2020 (original question) Hi, in the connection setup, from ZD to Jira, the rule filter is based on a tag:jira (which is created from a check box). however, then an issue … --- ## [Only Sync Field if Changes on Remote](https://community.exalate.com/t/only-sync-field-if-changes-on-remote/4409)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 6:54am UTC](https://community.exalate.com/t/only-sync-field-if-changes-on-remote/4409 "2024-11-04T06:54:59Z")
Originally asked by Spencer Johnson on 23 October 2020 (original question) I have a one directional sync from assignee in Zendesk to assignee in JIRA. However, if they change the value of assignee in JIRA, I don’t want… --- ## [How to note a comment coming from ZD to JSD?](https://community.exalate.com/t/how-to-note-a-comment-coming-from-zd-to-jsd/4406)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 6:54am UTC](https://community.exalate.com/t/how-to-note-a-comment-coming-from-zd-to-jsd/4406 "2024-11-04T06:54:44Z")
Originally asked by ben friedman on 22 October 2020 (original question) Hi, in the use case, there is an automatic transition on JSD if the issue is waiting customer response and customer responds. in the integration.… --- ## [Sync "Submitter" in Zendesk to JIRA Reporter](https://community.exalate.com/t/sync-submitter-in-zendesk-to-jira-reporter/4405)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 6:54am UTC](https://community.exalate.com/t/sync-submitter-in-zendesk-to-jira-reporter/4405 "2024-11-04T06:54:41Z")
Originally asked by Spencer Johnson on 21 October 2020 (original question) Hi I am trying to sync a hidden zendesk field “Submitter” it is a system field only accessible via the API but represents who actually created … --- ## [User's email & name from ZD reporter to JSD reporter](https://community.exalate.com/t/users-email-name-from-zd-reporter-to-jsd-reporter/4399)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 2\ **Last updated:** [November 4, 2024, 6:54am UTC](https://community.exalate.com/t/users-email-name-from-zd-reporter-to-jsd-reporter/4399 "2024-11-04T06:54:10Z")
Originally asked by ben friedman on 19 October 2020 (original question) Hi, i would like to set 2 fields between jsd and ZD. 1. ZD reporter email, to JSD reporter. 2. ZD reporter user name, to JSD custom field. can… --- ## [How do i get for single list](https://community.exalate.com/t/how-do-i-get-for-single-list/4394)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:53am UTC](https://community.exalate.com/t/how-do-i-get-for-single-list/4394 "2024-11-04T06:53:43Z")
Originally asked by ben friedman on 17 October 2020 (original question) Hi, i have a single drop down field in ZD that i need to sync on the outgoing part. replica.customFields.fieldname.value= ? --- ## [Handling of different "nodeHelper" implementations (Jira/Zendesk)](https://community.exalate.com/t/handling-of-different-nodehelper-implementations-jira-zendesk/4386)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:53am UTC](https://community.exalate.com/t/handling-of-different-nodehelper-implementations-jira-zendesk/4386 "2024-11-04T06:53:08Z")
Originally asked by Dominik Ross on 13 October 2020 (original question) Hi, we want to synchronize tickets between Zendesk and Jira Cloud by using the “nodeHelper”. This is our code: def project = nodeHelper.getProj… --- ## [How to check if a label is present in Zendesk?](https://community.exalate.com/t/how-to-check-if-a-label-is-present-in-zendesk/4364)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:51am UTC](https://community.exalate.com/t/how-to-check-if-a-label-is-present-in-zendesk/4364 "2024-11-04T06:51:26Z")
Originally asked by Mikael Bohlin on 23 September 2020 (original question) I want to check if a label is not present in Zendesk. If it exist in the ticket a sync shoould not be done. How to do it ? --- ## [Sync organization from Zendesk to Jira](https://community.exalate.com/t/sync-organization-from-zendesk-to-jira/4277)
**Author:** [@xl8bot](https://community.exalate.com/u/xl8bot)\ **Replies:** 1\ **Last updated:** [November 4, 2024, 6:44am UTC](https://community.exalate.com/t/sync-organization-from-zendesk-to-jira/4277 "2024-11-04T06:44:22Z")
Originally asked by Juan Grases on 09 July 2020 (original question) How can I sync the organization from zendesk to Jira if the names match? [Next page](https://community.exalate.com/tag/cloud-zendesk/73.md?match_all_tags=true&page=1&tags%5B%5D=cloud-zendesk)