Agent Roundtable III: Being a Good Team Member in Customer and IT Support
Tener opción de mencionar personas de freshdesk a Jira, y actualizar fecha de vencimiento de ticket de Jira a freshdesk de ambos lados
Greetings from the Freshworks community!
To answer your questions,
Tener opción de mencionar personas de freshdesk a Jira
- Unfortunately, we would not be able to mention users from Freshdesk to Jira. Currently, we can only mention Freshdesk agents within a note. However, the comments added in Freshdesk will be automatically updated in JIRA, provided the ticket is linked to a Jira issue.
actualizar fecha de vencimiento de ticket de Jira a freshdesk de ambos lados
- You can only choose to map the Freshdesk fields such as Source, Group, Agent, Freshdesk Ticket Number, Freshdesk Ticket URL, Customer Name, Customer Email Address, Customer Phone number, and Company Name to any custom JIRA text field. And this sync can be made only from Freshdesk to Jira and not vice versa. Hence I’m afraid we will not be able to the Jira ticket expiration date.
You can refer to this detailed article to learn the things you can do with the integration - https://support.freshdesk.com/en/support/solutions/articles/50000000067-the-jira-plus-app.
Feel free to drop a note here incase of further queries :)
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