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I’ve been struggling to get Tickets setup in a way that works for us

Our engineers use Jira for all bugs, issues etc

We previously used Conversations for all issues and a ‘Tier 2’ inbox, have been trialling using Tickets however coming up with a few roadblocks

When converting to Customer Ticket for a bug, then discovering that a different user has the same issue we quickly double up on work as the ticket needs to be created again as a Tracker Ticket, this then creates a new Jira issue

Would creating all tickets as Tracker Tickets be better here?

 

Also, we’re struggling to post the IntercomURL to the Jira Issue, so Engineers can refer back to the conversations when working on the issue as ID or URL isn’t exposed in Automations, is there a workaround for this?

We’re having to paste the URL into a text field when we create the ticket

The basic Jira for Tickets has this however when you want to use custom flows it’s not possible it looks like

For anyone else looking I’ve got something working using duct tape and dreams

You can create a Custom Action and the ID is exposed here, so you can use this to send directly to Jira via Jira’s API

Still would appreciate any tips on using Tracker Tickets in this way, I’m trying to avoid our inbox getting bloated with 2 separate tickets per issue

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