---
title: Control what syncs between Siit and your ticketing tool
description: Control what syncs between a Siit request and its connected ticket in your other tools ; status, assignee, notes, messages and decide the direction for each one independently.
---

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# 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

1. In Siit, go to **Settings → Integrations**.
2. Open the tool you want to configure — **Linear**, **Trello**, **Zendesk** or **Intercom** — and click **Settings**.
3. Under **From Siit to the ticket**, enable the events you want mirrored to the external ticket (resolution, assignee, note, message).
4. Under **From the ticket to Siit**, enable the events you want mirrored back into Siit.
5. Set your **status mapping** so a resolved request maps to the correct status in the tool.
6. 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.

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