Hi Guys + Girls,

I will try to explain our situation in short.

We work with sprints/releases every 2 weeks. When a customers problem is solved, we want to notify them. In the product we use now, an email is triggered when a Jira issue is released. We set a date, and have a time based response trigger an email in our current program.

We have the Jira integration working now with Desk, but it might not provide the options to cover our needs.

We almost got a workaround, but it failed on the last part:

We created 2 substatusses 1. Working in JIRA, 2. Released in JIRA

We can link a Desk ticket to JIRA, and the set the substatus to 'Working in Jira'.

In JIRA, an issue will eventually get the status 'Fixed in JIRA'.

(We tried to have that trigger a notification, but it's not possible in Desk to create a workflow based on comments).

So we based a workflow on updating a field. When the field subcategory is updated to 'Released in Jira', it will trigger an email telling the customer their issue is resolved in that morning's release.

So far, so good.

This means every release, we will do a search for tickets that have 'fixed in Jira' as comment, and update their subcategory. This then will trigger the email. Ofcourse, we don't want to update every single Desk ticket one by one, so we use the update all function. 

Problem is: When the fields are updated this way, it will not trigger an email.

Is there a setting for this? 

When we use this update all function to close multiple tickets, we don't want an email being sent, but when changing this subcategory we do.

Or am I going about this all wrong, and is there a way simpler way to automatically trigger an email for tickets that are linked to Jira?

Hope someone can help me