We push about 60 escalations/day from Zendesk to Jira via the native integration, but attachments and key context still drop, leading to ping-pong and slower resolution. Has anyone nailed a trigger/macro setup (or app) that preserves the full customer thread and required fields at create so engineers can act without follow-ups? Goal is a about 15% cut in escalated TTR without extra agent clicks.
Skip the native create and fire a Zendesk webhook to a Jira incoming webhook: set Description to {{ticket.comments_formatted}} and gate it behind a macro/form that forces severity, repro, and env before the escalate tag triggers. Attachments are the weak spot — native drops them — so we paired the webhook flow with Exalate for file sync and cut escalated TTR about 18%: Atlassian Marketplace. Do you need to stay 100% native, or is an app OK given the 60/day load?
But building on @amelia_brooks52, we stopped stuffing everything into the Zendesk payload and instead write the ZD ticket ID to a Jira custom field, then a Jira Automation on issue create calls the Zendesk comments API (Ticket Comments) to paste the full HTML thread and attach files — less ping-pong, more one-and-done. Small caveat: you’ll need to store a ZD API token in Jira and cap super‑large attachments. Would a Jira-side rule work for your flow, or do you need it all on the ZD side?
With about 60/day, Exalate preserved full thread+files; pricey but about 16% faster: https://exalate.com… Try?
What helped us was letting Jira fetch the heavy bits itself: create with just a ZD ID, then a Jira Automation hits Zendesk, adds every attachment to the issue, and prepends the latest public reply — like packing their go‑bag instead of tossing socks over the fence… Small caveat: cap to the last 5 public messages to dodge size limits, or attach the full audit as a single.eml. Do you already have a custom field for the ZD ID, @rparker77?
Dedicated Escalation form with required Repro/Env; macro summarizes last thread — ‘no repro, no escalate’. Share field list?
We cut the ping‑pong by firing a Zendesk webhook to a tiny Lambda that compiles the last 8 public + latest internal note into HTML for the Jira Description and then streams all files to /rest/api/3/issue/{id}/attachments — net about 18% faster. @mason_lee_92’s “pull the heavy bits” point is right; the catch is Zendesk can’t send multipart, so the relay is key. Want the Liquid snippet and Lambda sample (it’s packing the whole thread into a lunchbox)?
, we hit the same attachment drop and stopped using the native create; we route escalations into a JSM project via its email channel instead. A Zendesk trigger sends a templated email with the last public + latest internal note and required fields, and with “Include attachments in emails” on, the files land on the Jira issue every time — this cut our escalated TTR about 18%. Caveat: field mapping’s limited unless you lock to a request type and add a tiny parser/automation.