Control what syncs between Siit and your ticketing tool
Choose exactly what stays in sync between a Siit request and its linked external ticket ; resolution status, assignee, internal notes, and messages with independent control over each direction.
What you can configure
When you escalate a Siit request to Linear, Trello, Zendesk or Intercom, the two records are linked. You now choose what keeps them aligned, instead of an all-or-nothing sync.
There are two independent directions:
- From Siit to the ticket — changes made in Siit are mirrored to the external ticket.
- From the ticket to Siit — changes made in the external tool are mirrored back to the Siit request.
Within each direction, you turn on the events you want:
| Event | What it does when enabled |
|---|---|
| Resolved | Resolving on one side updates the other (using your status mapping). |
| Assignee | A reassignment on one side updates the assignee on the other. |
| Note | Internal notes added on one side appear on the other. |
| Message | New messages on one side are posted on the other. |
You can also set status mapping on escalation — how a resolved Siit request translates into the right status in the destination tool.
Options for each event
Each event isn't just on or off — you choose the behaviour:
| Event | Options (default in bold) |
|---|---|
| Resolved | Do nothing · Resolve the other side |
| Assignee | Do nothing · Match the assignee on the other side |
| Note | Escalate as a note · Escalate as a message · Do nothing |
| New message | Escalate · Do nothing |
The same options are available in both directions.
Before you start
- The integration (Linear, Trello, Zendesk or Intercom) must already be connected under
Settings → Integrations. - You need admin access to Siit’s integration settings.
How to configure sync
- In Siit, go to Settings → Integrations.
- Open the tool you want to configure — Linear, Trello, Zendesk or Intercom — and click Settings.
- Under From Siit to the ticket, enable the events you want mirrored to the external ticket (resolution, assignee, note, message).
- Under From the ticket to Siit, enable the events you want mirrored back into Siit.
- Set your status mapping so a resolved request maps to the correct status in the tool.
- Save. New escalations use these rules immediately.
Tip: Start with just Resolved in both directions to close the loop for employees, then add notes and messages once you’re confident.
Frequently asked questions
Does this apply to tickets escalated before I changed the settings?
Sync rules apply going forward. Existing linked tickets follow the new rules from the next event onward.
Can I sync one direction only?
Yes. Leave one direction fully off and only enable events on the other.
Which tools support this?
Linear, Trello, Zendesk and Intercom. Jira and Jira Service Management have their own sync settings — see the Jira setup guide.
Why isn’t a resolved ticket closing my Siit request?
Check that Resolved is enabled in the From the ticket to Siit direction, and that your status mapping points to a valid Siit status.