The Jira platform has an out-of-the-box feature called an application link, which allows you to integrate multiple instances of Atlassian products together—in this case, Jira Service Desk and Jira Software. By creating an application link between the two, our Jira Service Desk is able to recognize our Jira Software instance and access the data it has and, specifically, any issues.

Once we have created an issue link between the customer request and the engineering issue, both systems will be able to query and display each other's status. This means that when an agent looks at the request, they will also be able to see the status of the linked engineering issue, even if it is from a different system. Look at the following screenshot:

Once the engineer completes the issue, the agent will see the status update automatically from within the request.