How do you link a ticket in your Jira Cloud to the Jira Cloud at your IT Help Desk provider?

[Mia Nothaus]

We have an internal IT ticket system and we contract out our IT Help Desk.  Currently, I create a ticket in our system and then re-create a ticket in my vendor's (IT help desk) ticket system - duplicating the work.  

I want to have our Jira Cloud account be linked to our Vendor's Jira Cloud account (our section) with the ability to:

Create one ticket and assign it to either - internal staff or vendor 

Vendor ticket syncs on our Jira Cloud, to keep both sides up to date visa versa.

Both systems sync according to group/tech assigned

Search both systems (open & closed) tickets, work in sync so I am not duplicating my efforts.

I have looked at the 3rd party list of programs. Jira Jira Issue Sync app is one that looked appealing but is still unknown.

 Is anyone linked into another company's Jira ticketing system to eliminate duplicating entry?

[Jose Lobo (Solutions Architect at Exalate)]

Hey @Mia Nothaus ,

Here is an explanation of how you can do it with Exalate (the add-on I work for). 

• Jira to Jira Integration: The Comprehensive Guide to Jira Sync in 2021 (Skip to step one)

You have multiple options, including a free version.

Let me know if this helps,

Jose Lobo

[Mia Nothaus]

Thank you for responding.  I will check out the one you suggest.

Can I contact you if I have any questions?

Thanks, 

Mia Nothaus

[Jose Lobo (Solutions Architect at Exalate)]

Yeap! 

Here is my availability in case a call is needed > Availability 

[Gaurav]

Hello @Mia Nothaus 

Welcome to the community!!

For the use case, where the issue sync needs to happen between 2 different instances, you would need a 3rd party app.

I have used 'Backbone Issue Sync for Jira' for a similar use case in the past and it has been really comprehensive in covering the required data and intuitive in setting up as well. The sync was also real-time. You can try this if you have not yet.

[Mia Nothaus]

@Gaurav  Thank you for responding, I will check out the program suggested.  Appreciate it!