Hi, Matthew. Could you provide an example? It seems like you could use existing tracker ticket functionality to achieve this, but I think it’s more likely that I’m missing context.

https://www.intercom.com/help/en/articles/8300306-how-to-manage-tracker-tickets

Hey Tommy,

Thanks for responding. In the article presented, that refers to a manual process of changing the state of a Tracker Ticket and then being prompted to update the Linked Customer ticket. What we are looking for would be to have an automated workflow such as follows:

Tracker Ticket state is updated via existing workflow (Jira Update) > Linked Customer Ticker is automatically updated to a predetermined state.

We want to automate this process, we are aware of how we can do it manually and that is our current process.

​@Matthew Neeley It’s Mat from the Support Engineering Team

From what you are saying, you can use our Workflow template to achieve what you want. The workflow might look like this:
 

Let me know what you think.

Hey Mat,

Not exactly. The image you shared would only adjust the state of the Tracker ticket based off of the Jira Issue Status. We are wanting a workflow that could adjust the state of a Customer Ticket that is linked to a Tracker ticket with the Jira Issue update. 

Jira issue status update > Tracker Ticket Updated > Customer Ticket Status updated

This is the workflow we would like to have available.

​@Matthew Neeley 

In that case the only way I see it implementing is through the webhooks and API using some third party automation tool like Zapier. Currently we don't have any native way to achieve this kind of 2 layer deep automation.