Jira Integration W/Syncro

[Canopy IT Support]

Wondering if anyone has a solution to this issue. Basically, I work for an MSP that has a ticketing system called Syncro that generates a ticket whenever and email is sent to "Johndoe@support.com". We have a customer who has their own ticketing system that runs in Jira, and I have admin rights to access it. Basically when a ticket in Jira is assigned to us it generates a ticket by sending email to Johndoe@support.com via an Automation rule. We also have an Automation Rule created for when a user comments on a tickets assigned to Johndoe@support.com. Both emails also maintain the same exact subject line. The problem is we are receiving seperate tickets in Syncro for the same key EX: "ASD - 12345". Is there a way to make it so Jira doesn't cause this on the Syncro end. Or is it likely it will have to be fixed as a Syncro admin rather.

Looking forward to hearing your solutions.

[Mohanraj Thangamuthu]

Hello, Good day. I see you have automation rule at the moment. Instead of automation rule you can try using the email notification from Jira project notification. Also if there is an option you can use the webhook for this integration. Thanks

[Canopy IT Support]

What is the Webhook, is that a part of Jira? Where do i find that?

[Mohanraj Thangamuthu]

Thanks for the response. This is builtin Jira feature. https://support.atlassian.com/jira-cloud-administration/docs/manage-webhooks/