Jira/ZD Note Synchronizing

Recording
Overview
Objective
Platforms Involved
Scope
Use Case
Workflow

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.

Communicate any necessary follow-up actions or updates regarding the ticket status. Ensure that the team is aware of the timely response to facilitate faster action and resolution.

Ensure that the team is aware of the timely response to facilitate faster action and resolution.