Reporting an Issue for a Ticket - Zoho Desk Knowledgebase

Filing Tickets as Issues - JIRA

On most occasions, you will lose track of the issues once customers raise them. But not anymore when you integrate the JIRA app into Zoho Desk. As an agent, you can submit tickets as JIRA issues from inside Zoho Desk tickets. Once created, you can view the issues and keep track of their status until resolved.

Issue Filing Options
Here are some options with respect to filing issues in Zoho Desk:
  • You can choose to create a new JIRA issue or link to an existing one from a ticket.
  • Based on the amount of information you want to share with developers, you may file an issue from a particular ticket thread or for the entire ticket.

Filing a New JIRA Issue
You can create a new JIRA issue from the details page of a ticket.
To create a new JIRA issue:
  1. Open a ticket to view its details.
  2. Click the More Actions icon  ) on a customer response.
    Note: Click the More Actions icon  ) on the top bar to file an issue for the entire ticket.
  3. Click File an issue in JIRA from the drop menu.
  4. In the Add Issue page, do the following:
    • Select the JIRA Project where you want to create the issue.
    • Enter other details about the issue like Issue Type, Assignee, and Reporter.
    • Edit the Issue Summary and the Description if required.
      By default, the ticket's subject and its email content are set as the summary and description respectively.

  5. Click Create. 
A new issue is created and linked to the ticket. You can click the JIRA icon (  ) on the upper-left side of the ticket to view details like Issue ID, Priority and Status. You can also choose to Close or Delink the issue from here.

Notes:
  • You can file (or link) one JIRA issue per ticket.
  • You must delink an issue before creating a new one.
  • If you can't modify the Reporter field, you must request your JIRA administrator (the one who'd set up this integration) to turn on the "Modify Reporter" permission for themselves.

Linking an Existing JIRA Issue
If you've received a ticket that is related to an existing JIRA issue, you can link both up in Zoho Desk.
To link an existing JIRA issue:
  1. Open a ticket to view its details.
  2. Click the More Actions icon  ) on a customer response.
  3. Click File an issue in JIRA from the drop menu.
  4. In the Add Issue page, click Link Issue at the top of the page.
  5. Enter the Issue Key of the issue you wish to link to this ticket. E.g., ZDK-100
  6. Click Link.
The ticket is linked to the existing issue in JIRA. You can click the JIRA icon  ) on the upper-left side of the ticket to view details like Issue ID, Priority and Status. You can also choose to Close or Delink the issue from here.

Collaboration over Comments
Comments are always in sync for better collaboration between development teams and the support team. For example, a comment left on a ticket is also visible on its linked issue in JIRA and vice versa.

Note:
  • You must have enabled the option to sync comments under Zoho Desk settings for JIRA. For help on this, please refer the attached screen-shot.
  • Only comments posted after linking JIRA issues are synced between the platforms.

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