Zendesk Support & Jira Integration: Your Key to Improving Organizational Productivity
Every second counts when it comes to customer support.
And did you know 62% of customers will recommend a brand to a friend if they are provided with a great service[i]?
For providing new-age customers with personalized experiences, businesses are gravitating more towards using top CRM and project management tools.
For instance, Zendesk and Jira.
If you’re also using Jira as a project management tool and Zendesk as a CRM for seamless customer interactions, chances are you’re aware of the challenges that arise when teams have to keep switching between these tools to access necessary data.
It seems as though there’s never enough time in the day to get everything done. And if it starts creeping into your teams’ productivity, it can lead to hampered business growth.
So, what’s the solution? Zendesk-Jira integration.
In this blog post, we will discuss the need for Zendesk-Jira integration, what benefits this integration brings to the table, and how you can integrate these two platforms.
Zendesk and Jira – Understanding the Platforms
Zendesk Support is an all-in-one solution for omnichannel customer support. It enables businesses to manage all of their support requests, respond to inquiries right away, and assess the efficiency of their customer support agents using a single, intuitive platform.
Atlassian Jira is a project management tool that enables you to track bugs, issues, requests, and work-in-progress items. It helps teams organize work, track progress, and stay agile.
With predefined templates, the tool is best-suited for software development teams.
Why Should You Integrate Zendesk and Jira?
Many organizations currently use Zendesk to manage their ticketing needs. However, some organizations still rely on separate tools for task management and project management.
Obviously, this kind of setup is not ideal as it creates a lot of inefficiencies. But that’s what happens when you don’t have a shared database of customers and tickets across all your tools.
Further, the migration from one tool to another isn’t an option either as this would cost you a lot of time and resources. Therefore, your team needs an integrated solution that seamlessly integrates your existing tools so that you can easily access all the information relating to ticketing, support, and projects.
Integrating Zendesk and Jira will minimize delays in business processes, increase organizational efficiency, and streamline workflows.
Benefits of Zendesk-Jira Integration
Now that you know what Zendesk-Jira integration can do, let’s dive into the benefits:
- Improved Communication Between Teams:
- Improved Productivity:
- Reduced Resolution Time:
Integrating Zendesk and Jira can eliminate the need to transfer data if your business uses more than one tool to manage the customers. It means you can communicate with your team in real-time via one single platform.
When everything you need is organized in one place, you’ll be able to manage tasks more efficiently. Hence, you’ll be able to deliver products/services faster and more effectively resulting in better productivity.
Zendesk-Jira integration reduces resolution time as everything will be integrated into a single place. This means you’ll be able to handle tickets more effectively, resulting in reduced resolution time.
Use-Cases of Zendesk-Jira Integration
Here are the top use-cases of Zendesk-Jira integration:
- Support teams using Zendesk Support can link Jira issues from Zendesk. The teams would be able to keep track of the progress of any Jira issues that would be linked to the Zendesk ticket. They can also create new Jira issues from Zendesk support’s interface.
- Development teams using Jira can view Zendesk tickets associated with the Jira issues they are working on. They can also see linked ticket details (such as status, priority, and type) and all communications with a customer by viewing the Zendesk ticket comments in Jira.
- The field syncing feature allows near real-time data syncing between Jira and Zendesk Support. This provides tickets and issues data for both Jira and Zendesk.
- Jira updates a Zendesk ticket automatically when the issue status changes so that your support teams are always across any development updates.
- Users can unlink related Jira issues using Zendesk. It helps in eliminating human errors.
How to Integrate Zendesk and Jira
- Via Custom Integration
- Via a Connector
In the custom approach, you need to develop code to integrate Zendesk and Jira.
This process requires heavy coding and a lot of time and resources. However, this is a short-term solution. Once you are done with the integration, you can’t do much except for adding more functionalities.
Using a connector over custom integration is a more preferable solution for integrating Zendesk and Jira. This is because a connector enables you to build a bi-directional flow of data to manage tasks.
A connector offers more use cases & functionalities, is easy to set up, and can also be customized on the basis of business requirements.
Clearly, a connector will enable you to seamlessly integrate Zendesk and Jira when compared with custom integration.
Conclusion
There’s no doubt that integrating Zendesk and Jira is an important step for most businesses. Integrating these two organizational tools will give your business a competitive edge thus improving efficiency and productivity, while also drastically increasing the quality of customer service.
It will also help boost business processes as it eliminates the delay in business processes, allowing you to efficiently manage your organizations in a way that’s unique to you.
Wish to Leverage the Power of Zendesk-Jira Integration? Let’s Talk!
Statistics References:
[i] Gladly
Salesforce and Jira Integration: Your Key to Maximizing Organizational Productivity
With customers wanting proactive services and personalized interactions, businesses are gravitating more towards using top project management and CRM tools.
And what could be better than using Salesforce, one of the most widely used CRMs in the world, with Atlassian’s project management tool – Jira? When you integrate these two systems, you can use them both seamlessly and enhance their capabilities.
Not just this, an integration between the two platforms empowers businesses to maximize the organizational productivity and performance of teams.
In this blog post, we will discuss all you need to know about what an effective Salesforce and Jira integration brings to the table.
So, let’s begin.
Salesforce and Jira – Understanding the Platforms
Salesforce is a cloud-based CRM (Customer Relationship Management) that helps sales, support, and marketing teams organize customer data and keep track of it in real-time.
Jira is a project management tool that helps teams organize work, track progress, and stay agile by tracking bugs, requests, issues, and work-in-progress items.
It allows teams to collaborate more efficiently by making it easy to share tasks and collaborate on different projects.
Why Should You Integrate Salesforce and Jira?
Using two different tools can lead to low productivity, while also affecting team collaboration at the same time.
And since seamless communication is the key to cross-team collaboration, it is essential that data being exchanged between teams is in real-time.
Salesforce-Jira integration helps you:
- Minimize human error
- Reduce case resolution time
- Improve transparency
- Streamline workflows
What’s more? With this accurate and relevant data, businesses can make real-time informed decisions.
Benefits of Salesforce-Jira Integration
Integrating Salesforce and Jira is a great way to stay organized. It reduces the amount of time your employees spend working on different tools for a common objective.
When Salesforce and Jira are integrated, you get some great benefits:
-
- Closed-Loop Communication
Your support and product teams work in a closed loop and not in silos with Salesforce-Jira integration.
-
- Effective Case Tracking
Creating a case in Salesforce and linking it to a Jira issue for effective case tracking is a breeze.
-
- Improved Customer Satisfaction
Provide improved customer service by keeping track of customer feedback and interactions.
-
- No Shuffling Between Platforms
With a unified view of all data, sales and product teams can make informed decisions quickly.
Now, the question arises – how can one integrate these two instances? Well, using a connector is the most feasible solution.
And this is where Sinergify comes into the picture. It is a Salesforce-Jira integration connector, which allows silo-free interaction between Salesforce and Jira. The solution empowers businesses to sync data between the two systems in real time.
Conclusion
Salesforce and Jira have their own unique challenges and limitations when used independently. However, in order to take advantage of both tools, organizations must integrate Salesforce with Jira to truly achieve the full potential of each product and maximize productivity.
Integrating Salesforce and Jira provides a seamless user experience across team boundaries where support and product teams can work together effortlessly from one console connected to multiple accounts across two different platforms.
Want To Ensure a Seamless Salesforce-Jira Integration? Download This eBook.
Are you getting the most out of your Salesforce and Jira instances? Or, still doing all the syncing manually?
Check out our eBook that decodes why you need Salesforce-Jira integration and how you can implement it right. Or, simply drop us a line at [email protected] and we’ll take it from there.
Integrate Salesforce and Jira With Sinergify
96% of customers say customer service is a crucial factor in their choice of loyalty to a brand.[i]
If you want customers to stick with your brand, you need to provide them with exceptional service. And in order to do this, you need to know them inside out.
To serve customers, businesses use best-in-class tools for project management, as well as CRM. And that’s great!
However, challenges arise when teams have to keep switching between different tools. For instance, Salesforce and Jira.
This affects team coordination and productivity. Integrating Salesforce and Jira enables you to break free from silos and build cross-team collaboration.
Read on to learn more.
Integrating Salesforce & Jira: The Benefits
Enhance Customer Experience
Salesforce and Jira integration equips support and product teams with relevant data from Salesforce cases and Jira issues.
With this data, teams can make sure that cases and queries are handled quickly, improving average case resolution time.
Save Time
Managing time becomes difficult when teams use different tools and do not have a unified view of data.
Salesforce and Jira integration enables you to save time by automating processes and workflows.
Improve Productivity & Efficiency
With Salesforce-Jira integration, data is synced automatically with both platforms, which makes sure you have everything you need in one place.
When teams spend less time on manual operations, they focus more on productive tasks and make better decisions.
Sinergify: Salesforce-Jira Integration Made Easy
Sinergify is a Salesforce-Jira connector that enables support and product teams to automate workflows and deliver a top-notch customer experience.
For instance, you can fetch Jira reports from Salesforce without needing to switch between the two platforms.
And there’s more!
Let’s look at some of the features that Sinergify comes packed with.
Salesforce-Native and Lightning-Ready
Sinergify is native to Salesforce and compatible with Lightning Experience. In addition to this, the connector is compatible with Salesforce Classic.
Highly-Configurable
Sinergify is highly customizable. You can define field mappings and rule/process workflows as well as sync Jira with Salesforce.
Multilingual Support
The Salesforce-Jira connector supports 18 languages supported by Salesforce. You can view the admin panel in the language you have selected.
Bidirectional Synchronization
With Sinergify, you get a secure, two-way flow of data between Salesforce and Jira, as well as auto-synced comments and attachments.
Compatibility with Multiple Salesforce Objects
Sinergify supports multiple object syncing, which enables you to integrate standard and custom objects. On top of this, you can sync as many objects as you want.
Wrapping Up
Tools like Salesforce and Jira work best together. With Sinergify, you can sync data between the two platforms in real-time.
The connector helps teams collaborate and streamline communication. Besides, you can personalize the connector to cater to business needs.
The result?
No more communication barriers! No more departmental silos!
Interested in Salesforce-Jira integration? Let’s Talk!
If you want to make the most of Salesforce and Jira according to business needs, Grazitti can help.
Just drop us a line at [email protected] and our CRM experts will take it from there.
