topic Re: Jira comment to Hubspot note integration in Tickets & Conversations

Jira comment to Hubspot note integration

avomd — Tue, 12 Aug 2025 01:52:53 GMT

https://knowledge.hubspot.com/integrations/connect-hubspot-and-jira-data-sync#configure-your-sync-settings

The link above outlines configuring Hubspot notes syncing to Jira comments, but I would like the reverse to be configured as well.

When a Jira user comments in a Jira ticket that has been linked to a Hubspot ticket, the Jira comment should write into the linked Hubspot ticket as a note.

Re: Jira comment to Hubspot note integration

STierney — Tue, 12 Aug 2025 03:15:12 GMT

Hey @avomd - thanks for posting in the Community!

This section of that knowledge base article specifically references bi-directional sync settings, which would imply that this is possible within those settings. Are you able to provide any screenshots of the settings you're currently seeing for a better understanding of what's missing here?

Shane, Community Manager

Re: Jira comment to Hubspot note integration

avomd — Tue, 12 Aug 2025 14:35:20 GMT

Thank you for the reply!

On that page, in the section labeled "Set up HubSpot notes to Jira issue comments sync", step 3 says "Click Sync more data."

I am not able to locate this area/button.

Re: Jira comment to Hubspot note integration

Jigar_Thakker — Fri, 15 Aug 2025 11:57:20 GMT

Hi @avomd,

“Sync more data” can be seen inside the Jira (Data Sync) app settings, but it only shows after the first ticket sync is created.

First, make sure you’re a Super Admin or have App Marketplace permissions.

Inside Jira integration, look at the top area labeled Sync overview. The Sync more data button sits in the upper-right area.

Step-by-step resolution:

Go to the Jira (Data Sync) app in the HubSpot integrations.
Ensure you have a Ticket ↔ Issue sync set up (click 'Sync more data' to create one if you don’t see it).
Then, click “Sync more data” again, and on “Select the data you want to sync,” choose HubSpot: Notes and confirm Jira: Issue comments.
Pick the same Site / Project / Issue type as your ticket sync, choose the sync direction (e.g., Data syncs only to HubSpot for Jira comments → HubSpot notes), then finish Configure → Limit → Review, and Save and sync.

If you still don’t see “Sync more data,” tell me what you do see on the Jira app page (tabs/buttons), and I’ll guide you step by step.

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

Re: Jira comment to Hubspot note integration

avomd — Fri, 15 Aug 2025 15:35:36 GMT

Thank you for the reply. I have configured Jira (Data Sync) with your instructions.

However, it looks like all sync attempts are failing according to Hubspot settings > Integrations > Connected Apps > Jira (Data Sync) > Sync overview.

The two common error messages I am seeing are:

Failing: A comment cannot be created unless the note is linked to a synchronized ticket.
Excluded: Doesn't meet sync criteria

Here are the total counts by status:

In Sync: 0

Failing: 36

Excluded: 3,171

See below:

Note: (I am not sure why the Segment is configured just to Jira Stories. We have numerous Jira ticket types such as Bugs, Tasks, Epics, Stories, etc. so syncing to one Jira ticket type may be a huge limitation here.)

Below is a screenshot of our mapped fields:

Re: Jira comment to Hubspot note integration

Jigar_Thakker — Mon, 18 Aug 2025 16:15:50 GMT

Hi @avomd,

Thanks for providing screenshots!

Failing: HubSpot is trying to create a Jira comment from a HubSpot note, but that note isn’t associated to a HubSpot ticket that is actively synced to a Jira issue.

Excluded: The record falls outside the sync’s Segment/filters (e.g., your current Note sync targets only Site: avomd, Project: AvoMD-NextGen, Issue type: Story, so Bugs/Tasks/Epics are excluded).

What to fix first:

You need at least one active Ticket ↔ Issue sync for the same Site/Project/Issue type as your Note sync. Without that, comments can’t be created because the note isn’t tied to a ticket that is synchronized to a Jira issue.- Go to Settings > Integrations > Connected Apps > Jira (Data Sync) > Sync overview.- Click Sync more data.- Create a Ticket ↔ Issue sync for Site: avomd, Project: AvoMD-NextGen, Issue type: Story.- Finish Configure > Limit > Review, then Save and sync.

After the Ticket syncs exist:- Click Sync more data again.- Choose HubSpot: Notes and Jira: Issue comments.- Select the same Site/Project/Issue type as each corresponding Ticket sync.- Choose your direction: - Data syncs only to HubSpot = Jira comments -> HubSpot notes. - Data syncs between apps = bi-directional. - Data syncs only to Jira = HubSpot notes -> Jira comments.- Complete Configure > Limit > Review, then Save and sync.

For Failing and Excluded errors:

To rectify “Failing”: Ensure there is an active Ticket ↔ Issue sync for the same Site/Project/Issue type as your Note sync.- Confirm the HubSpot note is associated with a HubSpot ticket (not just a contact/company) and that ticket is included in the Ticket sync (i.e., it either created a Jira issue or is linked to one by the sync).- In your Notes → Jira direction, keep the default mapping “Issue* → Associated Tickets” enabled and verify the Limit filters include “Ticket name is known” as documented.

For “Excluded”:

Segment mismatch: Your Note sync segment is “Story”. Comments/notes tied to Bugs/Tasks/Epics will be excluded. Create additional syncs per Issue type you need.- Filter logic: On the Limit page, confirm the filters aren’t too restrictive. For Jira → HubSpot, the default is “sync all issue comments”; for HubSpot → Jira, ensure the “associated ticket is known” and match any ticket filters used in the Ticket sync.-
Direction mismatch: If you picked “Data syncs only to Jira” but you’re testing Jira comments → HubSpot notes, those comments will show as excluded. Pick the correct direction.

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

Part of this reply was generated by AI (HubSpot and KBs).

Re: Jira comment to Hubspot note integration

avomd — Mon, 18 Aug 2025 16:57:24 GMT

Ok, we're getting closer!

Note: Immediately after turning on the Ticket sync, thousands of Hubspot tickets were created. It looks like all of our Jira tickets somehow got turned into Hubspot tickets. I manually deleted these but that was unexpected 😅

The bi-directional is still failing but we have more descriptive error messages to work with:

I first configured the Ticket and Notes as you described in your comment above. Then I created a Ticket in Hubspot, then used the Jira integration within the Ticket view to create a new Jira ticket. In that Jira ticket, I posted a comment which failed to sync to Hubspot. Looking at "Sync overview > Record view", I found the row for that sync attempt, saw that it is in "Status = Failing" and see error: "Missing required fields: A note should have an associated contact, company, ticket or deal. Make sure at least one of these associated records is present in both HubSpot & the external app to sync this note".

The Hubspot ticket indeed does not have an associated contact, company, or deal, however, it does have the Jira ticket which we created directly from the Hubspot ticket itself.

Additionally, I created a Note in the Hubspot ticket, which failed to sync to Jira with the following error message: "Other error: A comment cannot be created unless the note is linked to a synchronized ticket".

Re: Jira comment to Hubspot note integration

Jigar_Thakker — Mon, 18 Aug 2025 18:04:37 GMT

Hi @avomd,

Glad it helped 🙌, Yes, I should have considered the mass sync 😅 (I was testing in my own environment with certain filters so forgot to add that as a warning).

To stay safe from bulk creation of tickets because of sync in future:

Keep Jira > HubSpot Ticket sync gated behind a label/component or status condition. Ex.: Issue has Label = “sync-to-hubspot”.
Keep HubSpot > Jira Ticket sync gated behind a dedicated checkbox/property and/or a specific pipeline. Ex.: Ticket property “Create Jira issue” = True (radio select).

Thanks for providing the sync overview SS for better understanding of the errors. Would it be possible to share screenshot of the Ticket sync’s Limit page (both directions’ filters) and Notes sync’s Limit page and selected Direction, it'll clarify certain field values which might be breakpoints.

Here to help!