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Use case· 4 steps

How do I escalate Zendesk tickets to Jira for engineering?

When a support ticket has a tag like "needs-engineering", auto-create a Jira issue with full ticket context + customer tier, and notify the original Zendesk reporter when the fix ships.

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How it works

Set up "Create Jira issues from Zendesk tickets" in 4 steps

  1. 1
    Trigger on Zendesk tag
    Zendesk Ticket Updated where tag added = 'needs-engineering'.
  2. 2
    Create Jira issue
    Jira Create Issue with summary from ticket, body including conversation + customer tier.
  3. 3
    Save linkage
    Update Zendesk custom field with Jira key for round-trip tracking.
  4. 4
    Notify on ship
    Jira Issue Closed → Zendesk Add Comment (public) to original requester.
FAQ

Common questions about this recipe

How do I avoid duplicate Jira issues?
Filter Zendesk trigger to skip tickets with the Jira key custom field already populated.