This article shows how to synchronize comments.
Freshdesk Side Incoming sync
You can add new comments and keep the existing comments updated using mergeComments comment helper. This method would prepend the comment content with the author of the original comment. This is the default behavior.
entity.comments = commentHelper.mergeComments(issue, replica)
Apply received comments without custom formatting
The comment is added just with the body from the original comment, without the author of the original comment.
entity.comments = commentHelper.mergeComments(issue, replica, {it})Create received comments as internal
issue.comments = commentHelper.mergeComments(issue, replica, {it.internal = true})Manipulate the comments via helper methods
With the help of commentHelper methods, you can manipulate comments and define how to apply received comments on the local issue.
// Format each remote comment - add the author name and email
issue.comments = commentHelper.mergeComments(issue, replica,
{
comment ->
comment.body =
"[" + comment.author.displayName +
"| email: " + comment.author.email + "]" +
" commented: \n" +
comment.body + "\n"
}
)