Plan requirement
| Subscription | Any plan |
| Access | Admin |
Generally not. Images in Jira comments stay in Jira, and there is a straightforward way to work with that.
What happens
Text from a synchronised comment comes across. Embedded images usually do not, so the comment arrives referring to a screenshot that is not there.
An agent reading it has half the message.
Why it works this way
The image lives in Jira, behind Jira's permissions. Copying it into Zendesk would mean duplicating a file into a system with different access rules, which is a decision rather than a convenience.
What to do instead
- Write the comment to stand alone. Describe what the screenshot shows.
- Attach the image to the ticket where the customer needs to see it.
- Link to the issue for colleagues who have Jira access.
The habit that fixes it
Anybody writing a comment intended to reach support should assume the reader cannot see attachments. One sentence describing the image makes the comment useful on both sides.
Do not sync comments blindly
This is one reason among several. Development discussion is not written for customer-facing agents, and syncing everything produces tickets full of context that confuses more than it helps.
Choose deliberately which comments cross.
If the image genuinely matters
Somebody attaches it to the ticket. That is a manual step, and it is the correct one, because whoever does it has decided the customer or the agent should see it.
Comments
0 comments
Article is closed for comments.