Since HubSpot have an integration with Atlassian, and Jira projects specifically, users expect to receive notifications whenever the data transfers between systems.
Right now Atlassian-Jira have the capabilities to aggregate Ticket Notes and store it in the Comments section. There is a proper filed type with possibilities to edit, delete and share the specified comment. Please feel free to look at the attached screenshot, it is an example of the extracted comment from HubSpot stored in Jira.
Please be kind to let us know if the next changes could be implemented:
1. Automatic synchronization of the hubspot tickets and jira issues. Right now it is a hurtfull mistake to forget to start syncing the tickets><issues. Isn't it an obvious solution to start synchronizing the systems right after they have been associated? Please consider changing the paradigm to immediate synchronization rather than creating an additional step for users to manually start syncing.
2. Tickets do not recognize "Issue-comment" as a "Ticket-note" property. Integral part of the connecting of two systems is to be able to notify correspondent ticket\issue owner about the update in the system they are using. This is a massive data fall out in the companies flows. When one department has information crucial for the other department, it is absolutely ultimate to follow up people inside their own CRM (or task-management system) on the new information.
Why do we need this two changes?
Since the integration only corresponds with the Tickets, and it's utmost preferable users were account or service managers. Our department specialists are collecting requests from the users and converts them into a Jira issue for the IT department. The clients we provide service to rely on us, thus the timing of receiving answers from the IT department is critical for us. Since I've been messaging with several specialists outside of HubSpot community and the service managers of the service, but none were helpful.
Since the HubSpot priority have always been to provide the best services, this particular solution would be a proof of hearing our voices and account our needs. It is my outreach to the creators of HubSpot and professionals who developed this beatiful service.
Thank you upfront for developing so many wonderful solutions, and creating a safe space to let users set their needs.