Can I synchronise comments on two projects on the same Jira?

[Support]

Hi Community!

We are trialling Service desk for support as my Dev team use Jira for Development.

I can't seem to see where we can sync comments e.g

I create a dev ticket on Jira which is linked to the support ticket I created on Service desk and then make a comment on which I was hoping would also update on their Jira ticket and vice versa?

Is that possible?

Many thanks

Sean

[Stefaan Quackels]

Hi @Support,

This is a common use case for synchronization.

By synchronizing issues you'll be able to see any issue data between your projects, like comments in your case.

This will happen in real-time. That way, you'll always be in the loop on progress status, comments, attachments and even work-logs or change history (if that's what you want).

You'll be able to easily customize exactly what you'd like to sync and who you'd like to sync it with.

Like the following example. We used the Exalate Issue Sync app to do this.

We are the developers of the app. So let us know if you need any help setting it up.

If you want, I can show you exactly how it would work for your use case through a one-on-one demo. You can book one here: Book A Demo.

Cheers,
Stefaan

[Support]

Hi Stefaan,

That's great. I'll take a look and let you know about that demo!

Many thanks

Sean

[Deleted user]

Hi @Support,

As Stefaan mentioned, this sounds like a good scenario for using a third-party issue synchronization add-on for synchronizing the comments between the support Jira and the development Jira.

I work for K15t, the vendor of a issue synchronization add-on called Backbone Issue Sync for Jira. 

With Backbone, you can synchronize issues between Jira projects – including between Jira Software and Jira Service Desk. You can even set issues to be only synchronized when they fulfil a certain criteria (e.g. when a support agent adds a label 'sync' to their issue), so not everything gets synchronized automatically.

You can configure Backbone so that comments get synchronized between synchronized issues – in your case, so that whenever a support agent makes a comment, that comment gets synchronized to the corresponding issue in the development Jira (and vice versa if you wish). That way, your dev team can help out your support team without your having to resort to painful workarounds.

Does this sound like something you might be interested in? If so, you can request a demo on the Backbone product page to see the add-on in action and ask any questions you may have.

Cheers, Tom

[Stefaan Quackels]

Not a problem Sean, let me know if you have any questions!