Synchronise comments between a JIRA Software and a JIRA Service Desk project

Unhindered communication between your developers and your JIRA Service Desk customers



Problem

Let's say there are two teams:

  • The support team using a JIRA Service Desk project
  • The developer team using a JIRA Software project

Your agents create bugs and new feature requests from your JIRA Service Desk project into your JIRA Software project (thanks to Exocet)!

However, the comments posted by your developers are not synchronised to your JIRA Service Desk project and therefore are not visible to your customers.

For the team to post their comments on the JIRA Service Desk project, they have to log-out and use a designated agent account. This is an unnecessary waste of time! 

Solution

Use Exocet to synchronise comments to your JIRA Service Desk project which are posted by your development team. They will be posted by the appointed user 'Dev team', which has the agent role and thus comments will be visible to your customers.

You can also do the same thing the other way around: copy your customer's comments into your JIRA Software project - keeping your dev team in the loop. 


Let's get started