Plan requirement
| Subscription | Any plan |
| Access | Admin |
No. Attachments and images from Jira do not sync to Zendesk, and the asymmetry is the useful part: they do sync the other way, from Zendesk to Jira.
What crosses?
Text from a synchronised comment comes across. Embedded images do not, so the comment arrives referring to a screenshot that is not there and the agent reading it has half the message.
Going the other way it works: an attachment on a Zendesk ticket comment appears under Attachments in the integration, and you click it to add it to the Jira note. So a developer asking "where is the screenshot the customer sent" has a route, and a support agent asking the reverse does not.
What do I 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.
- Or share it through a file service your company already uses, and put the link in the comment.
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.
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