The support is great and if you are a talented Groovy coder you can for sure do cool things.

It is recommended to work with static typeing when writing sync scripts.

Please also note that the Connect option does not fire the sync scripts again - this is an important "need to know, else you may run into a trap". Review collected by and hosted on G2.com.

Copying this from ticket in helpdesk:

our use case is as follows:

We do have an external JIRA which acts as helpdesk for our clients.

We do have an internal JIRA which acts as issue tracker for our developers.

This setup has been chosen because we did not want to open our internal JIRA to the world since it can include confidential data.

If a client reports a bug we do not yet have in our issue tracker we use Exalate to clone the ticket into an internal issue that we then update with some additional information manually.

If now further clients also report the same issue we will connect their tickets to the existing internal issue.

These process is done because we have various automation to inform the clients in the ticket about the progress of their cases based on the status of the internal issue.

So the use case in a nutshell is to connect customer tickets to internal issues (retrospectively). Review collected by and hosted on G2.com.

If you have simple tasks that you need to do, then you might consider Exalate. Using it across platforms (Zendesk, JIRA DC, JIRA Cloud) as I do is painful and not reliable at all. Errors are popping like Xmass lights for all kinds of reasons. Even if you make it work and for hours there is no a single Sync error, two days later you come back, there are 60 errors in the bucket. So it needs to be constantly monitored. Which goes into the reliability section.

Features are different, depending on the platform. For instance, Visual editor which is simple to use and which I do like is available in Zendesk -> Jira Cloud migration, but when you try JIRA DC -> Jira Cloud migration, this option is not available. You need to go with the script. So if you didn't have any contact with Groovy, now you will have to excel it. So definitely you should check if using something to do API calls instead of Exalate is something that is easier to set up.

Some of the bugs of the Zendesk component interface I've already reported so these need to be fixed. Limitations like the addition of the new fields you need to overcome.

Here is the explanation. If you create a connection using Visual editor and after you are done you want to add one new field to be synced, this is not possible without writing a script. It doesn't o refresh.

Also, system fields from Zendesk are not being synced so I cannot catch Zendesk Issue ID and place it on the JIRA ticket for reference. This is a problem when keeping track of issues you have in Sync! Review collected by and hosted on G2.com.

I'm using Exalate to support migration from Zendesk to Jira Cloud and from Jira DC to Jira Cloud.

Important to mention is that I'm not using it to migrate issues! I'm using it to keep them in sync (unidirectional) until the cutover date. Another tool is being used for the actual migration of issues. Review collected by and hosted on G2.com.

Exalate removes the syncing barrier between different Jira instances. Review collected by and hosted on G2.com.

syncing issues between instances (our own and clients') Review collected by and hosted on G2.com.

Exalate is extremely powerful and configurable. Like many tools, this is both a strength and a weakness. Make sure you fully understand your business requirements before you start writing any mapping logic. Treat the configs as code and store them in git. Make sure to do PRs as part of your process to make changes. If you need help reach out to the Exalate team early. If you need help with anything, work with a local consulting firm / Exalate partner who is experienced in working with the tool. Review collected by and hosted on G2.com.

We deployed Exalate for clients who needed to synchronize internal and external Jira systems. By doing this, our customer has been able to achieve a level of security that meets their risk profile and needs. Review collected by and hosted on G2.com.

Test it out, if it isnt what your looking for...keep looking Review collected by and hosted on G2.com.

We needed to get the customers problems to the Developers and IT teams. Jira is not a good customer service ticket system, but is the leading for IT and Devops. By linking the two platforms, we cut out duplication and missed communication by creating one ticket for both systems and updating both as we go. Review collected by and hosted on G2.com.

try it and you will see the difference Review collected by and hosted on G2.com.

sync the issues between different instances and this is beneficial for us, we are more productive and our performance has increased Review collected by and hosted on G2.com.

How to clean up the tasks inside the sync queue Review collected by and hosted on G2.com.

API integrations between multiple Jira instances for managing tickets between my business and clients. Review collected by and hosted on G2.com.

We wanted reporting and analysis of developers working in Kanban/Azure Devops whilst also being able to assign them tickets from the main Jira workflow. Before, devs would have to swap back and forth between Jira and Kanban, and both of them had different information.

This way, the developers never have to leave the safety of Kanban, there's WAY less work being done to duplicate and assign tickets, and we were able to save some $$ on Jira licenses that we didn't need. Review collected by and hosted on G2.com.