> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/guides/integrations/integrations-ticketing/control-what-syncs-between-siit-and-your-ticketing-tool.md).

# Choose what syncs with 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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