Updating a ticket when the status of a Jira issue changes

Jira can automatically update a Zendesk Support ticket linked to a Jira issue when the status of the issue changes in a Jira workflow.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise







Summary: ◀▼
You can configure Jira workflows to automatically update linked support tickets when issue statuses change. This includes adding internal or public comments, changing ticket status, and adding tags using post functions in workflow transitions. Dynamic placeholders allow personalized comments with issue, transition, and user details. This helps keep agents informed of issue progress and improves communication with customers.




Jira can automatically update a Zendesk Support ticket linked to a Jira issue when the status
of the issue changes in a Jira workflow.
A Jira workflow is the set of statuses and transitions
that an issue goes through during its lifecycle. You can configure a workflow to
automatically update a linked ticket after a Jira issue moves from one status to another in
the workflow.
For example, after an engineer changes the Jira workflow status of an issue from "In
progress" to "Done," Jira can automatically add an internal note to the linked Zendesk ticket
notifying the agent. The agent can then notify the customer.
Jira can also automatically notify the agent that a developer is now working on an issue by
adding an internal note to the ticket after the engineer changes the workflow status of the
issue from "To do" to "In progress."
This article contains the following topics:


Understanding how the ticket updates work
Configuring a workflow to update tickets
Changing the ticket update settings
Supported comment placeholders




Understanding how the ticket updates work

Zendesk tickets are updated from Jira workflows using post functions. Post functions
are a Jira workflow feature used to carry out additional processing after a workflow
transition is executed. For example, a post function can update the issue's fields after a
transition.
Post functions are added to workflow transitions, not statuses. They run after the
transition is complete. Some post functions are essential and can't be deleted from a
transition or reordered. However, you can insert optional post functions between them. The
Zendesk integration adds "Notify Zendesk Ticket" to the list of optional post functions in
Jira.

Note:

Post functions can't solve tickets with empty required fields.
Post functions don't support the inclusion of embedded images in Jira to be added as a
Zendesk internal note.


See the Atlassian documentation to learn more about post
functions.



Configuring a workflow to update tickets


In Jira, click the Settings (cog) icon on the left sidebar, and select
Issues.
On the Issues page, select Workflows from the left sidebar.

Locate the workflow used to address issues linked to Zendesk tickets, and click
Edit on the right side of the workflow.
Note: Jira doesn't let you edit a live
workflow. You must edit it in draft mode.

In the Transitions column, click the name of the transition you want to use to
trigger ticket updates.

Click the Post Functions tab, then click the Add post function link on the
right.

Select the Notify Zendesk Support post function from the list and click
Add.
Configure the ticket update settings, then click Add. You can change the ticket
status, add an internal or public comment, add tags, and include comment placeholders in the comment
text.

Note: Deleting
tags is not supported.

Next to the Zendesk Support post function, select the move down icon to move it
underneath the "Add a comment to an issue if one is entered during a transition" post
function.

Click Publish Draft at the top of the page, then click Publish. It's a
good idea to save a backup copy when prompted.
Important: Your changes
won't take effect until you publish the draft.





Changing the ticket update settings

You can change the settings at any time.

In Jira, click the Settings (cog) icon on the left panel, and select Issues.
On the Issues page, select Workflows from the left sidebar.
Click Edit on the right side of the workflow containing the transition you want
to edit.
Select the transition and click the Post Functions tab.
Click the Edit (pencil) icon on the right side of the post function that updates
the ticket.
Note: You can also delete the post function by clicking the delete (X)
icon.

Make your changes, then click Update.
Click Publish Draft, then click Publish.




Supported comment placeholders

You can enter dynamic content placeholders in the comment field of a post function. For
example, you can enter the following placeholder in the comment field of a Done transition
function:
Issue {{issue.key}} has been resolved.
When the issue 'QA-4' transitions to the Done state, all linked tickets will be updated
with the following comment: Issue QA-4 has been resolved.

For more information, see Using placeholders.
The Zendesk JIRA integration supports issue-specific, transition-specific, and
user-specific placeholders. The placeholders are listed in the tables below. If placeholders
for user profile fields aren't rendering, check your profile visibility settings in Jira because many fields have
restricted visibility by default.


Note: This integration does not support custom field placeholders.




Table 1. Issue-specific placeholders






Placeholder
Description




issue.id
Internal id number of the issue


issue.key
Issue key. Example: QA-4


issue.fields.summary
Issue summary


issue.fields.description
Issue description


issue.fields.issuetype.name
Issue type


issue.fields.issuetype.description
Issue type description


issue.fields.creator.name
User name of the person who created the issue


issue.fields.creator.emailAddress
Email address of the person who created the issue


issue.fields.creator.displayName
Display name of the person who created the issue


issue.fields.creator.timeZone
Time zone of the creator


issue.fields.reporter.name
Name of the person who reported the issue


issue.fields.reporter.emailAddress
Email address of the person who reported the issue


issue.fields.reporter.displayName
Display name of the person who reported the issue


issue.fields.reporter.timeZone
Time zone of the reporter


issue.fields.assignee.name
User name of the person assigned to the issue


issue.fields.assignee.emailAddress
Email address of the person assigned to the issue


issue.fields.assignee.displayName
Display name of the person assigned to the issue


issue.fields.assignee.timeZone
Time zone of the assignee


issue.fields.user.name
Username of the user


issue.fields.user.emailAddress
Email address of the user


issue.fields.user.displayName
Display name of the user


issue.fields.user.timeZone
Time zone of the user


issue.fields.created
Date and time the issue was created


issue.fields.updated
Date and time the issue was updated


issue.fields.priority.name
Issue priority name


issue.fields.project.name
Issue project name


issue.fields.project.key
Issue project key. For example: QA


issue.fields.lastViewed
Date and time the issue was last viewed


issue.fields.fixVersions.name
Name of the fix version/s*


issue.fields.fixVersions.description
Description of the fix version/s*


issue.fields.fixVersions.releaseDate
Release date of the fix version/s*


issue.fields.versions.name
Name of the affected version/s*


issue.fields.versions.description
Description of the affected version/s*


issue.fields.versions.releaseDate
Release date of the affected version/s*


issue.fields.components.name
Name of the component/s*


issue.fields.components.description
Description of the component/s*


issue.fields.duedate
Due date


issue.fields.timespent
Time spent


issue.fields.timeoriginalestimate
The original estimated time required to resolve the issue


issue.fields.resolution.name
A record of the issue's resolution


issue.fields.resolution.description
A complete description of the resolution


issue.fields.resolutiondate
Date of issue resolution


issue.fields.watches.watchcount
The number of people watching the issue


issue.fields.labels
The label the issue relates to


issue.fields.environment
The hardware or software environment the issue relates to


issue.fields.votes.votes
The number of votes an issue has


issue.last_comment
Last comment on the issue





*A comma-separated list if multiple items are selected.



Table 2. Transition-specific placeholders






Placeholder
Description




transition.to_status
The status an issue has transitioned to. For example: Done


transition.from_status
The status an issue has transitioned from. For example: In Progress


transition.transitionName
The transition name that occurred


transition.workflowName
The workflow name








Table 3. User-specific placeholders






Placeholder
Description




user.key
Username of the person who caused the transition. This applies for Jira
Server users only.


user.displayName
The user's display name. This applies to Jira Cloud users only.







{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408832025114-Updating-a-ticket-when-the-status-of-a-Jira-issue-changes-Legacy",
"url": "https://support.zendesk.com/hc/en-us/articles/4408832025114-Updating-a-ticket-when-the-status-of-a-Jira-issue-changes-Legacy",
"headline": "Updating a ticket when the status of a Jira issue changes",
"description": "You can configure a Jira workflow to automatically update a linked support ticket with comments, status changes, and tags when the status of a Jira issue changes during its lifecycle.",
"articleSection": "Jira integration",
"datePublished": "2021-10-16T03:46:11+00:00",
"dateModified": "2026-04-30T17:08:08.817687+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408832025114-Updating-a-ticket-when-the-status-of-a-Jira-issue-changes-Legacy"