Zendesk comment is not updating in {{issue.comment.last}}

[Malay Paul]

Hello,

Our Jira could instance is integrated with Zendesk via 'Zendesk Support for Jira' app.

We have a Jira automation rule based on comments made on issue. We want to check if there is any particular hashtag present in last Zendesk comment (for e.g. #ABC), then accordingly we will update the issue. In Automation, we are trying to capture last zendesk comment with smartvalue {{issue.comments.last}} or {{issue.last_comment}}, but this property only returning last public comment made from Jira but not comments made from zendesk. Can you please advise how to capture last comment made from zendesk? Zendesk comment are Internal Note, not public comment.

[Dhiren Notani_Exalate_]

Hi @Malay Paul 

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between Jira(Cloud,Server,Data Center) and Zendesk among other ITSM systems that is fully customizable. It is easy to set up and the entire customization can be configured using a no-code interface. It also provides a Groovy based scripting engine for limitless customizability.

You can even integrate between Jira Software, Jira Service Management (Service Desk) and sync issues inside projects back and forth to achieve your integration requirements.

Exalate provides a flexible synchronization engine such that issues are automatically and securely synced - between multiple Jira's - wherever hosted. Benefit from a unified view and integrated workflow!

Use cases supported:

• Service Desk to Service Desk
• Service Desk to Software
• Agile Board Cooperation
• Ticket Tunnels
• Information Consolidation
• Centralized Master Instance
• Migration
• Support and development

If you would like to see a customized demo of the product in action, feel free to book a slot with us. 

Thanks
Dhiren

[Diana_Architect_ZigiWave]

@Malay Paul hi there! If you're open to trying an alternative way to connect the two, take a look at ZigiOps. It's a no-code tool, that can connect Jira and Zendesk in minutes, two-way. You can transfer the data you want and sync the two automatically. It reads the schema dynamically, offers and advanced field mapping capabilities. It's fully customizable so you can tweak it to fit various use cases - in your case, that would be capturing the comments from Jira/Zendesk. Check it out and if you want to see it in action - you can book a demo. 

Thanks, Diana (ZigiWave)

[Bill Sheboy]

Hi @Malay Paul -- Welcome to the Atlassian Community!

Have you looked at a specific issue to learn if the comment is added to Jira? 

If so, perhaps post images of your automation rule and the audit log details.  Those may provide context for the community to offer suggestions.  Thanks!

Kind regards,
Bill

[Malay Paul]

Hello Bill, thank you for your response..

I am sharing the images below

Issue with Comment

Automation Audit log capturing the comment 'Test Comment' as Last Comment which was shared from Jira. Latest comment '#ABC' which was shared from Zendesk, is not captured in the log

[Bill Sheboy]

Thanks!  If you write the last comment's body to the log, what do you observe?

{{issue.comments.last.body}}

That one you wrote, {{issue.last_comment}} does not appear to come from Jira...unless it is a custom field added to your instance and populated by something, such as a rule.

Update: 

After looking over a few other similar community posts, others have encountered this same challenge.  Those recommended looking at the marketplace for addons which support connecting/making visible the data from Zendesk in Jira.