From customer request to response
A customer email, form, or chat can become a Zendesk ticket. Support staff use it to read the request, reply, assign it to someone, and track its progress. Zendesk stores the conversation with the ticket; access depends on permissions.
If solving the problem requires a product change, the team may also create a Jira work item. The Zendesk ticket tracks the customer’s request; the Jira item tracks the internal fix.
Keep the customer informed
Finishing the Jira work item does not automatically tell the customer. Teams should link the two records, share updates, and tell the customer what happened. Several similar tickets may signal a wider product problem.