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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.

Zendesk_Jira_Connector

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:
  • 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.

  • Improved Productivity:
  • 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.

  • Reduced Resolution Time:
  • 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
  • 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.

  • Via a Connector
  • 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!

It’s time to experience increased productivity and flawless data sync with Zendesk and Jira integration. Should you need any assistance in integrating these two tools, simply drop us a line at [email protected] and we’ll take it from there.

Statistics References:

[i] Gladly

Why is Sinergify the Preferred Connector For Salesforce-Jira Integration?

It is important these days for your teams to collaborate more to get expertise quicker and make business processes more efficient.

And for this collaboration, teams need to access data effectively.

However, multiple tools are used by different teams and the transmission of data from one tool to another manually often results in delays and hampered team inefficiency.

Integrating workplace tools can help you align teams in a better way to increase productivity, decrease operational costs, and increase flexibility.

Two such platforms are Salesforce and Jira.

Integrating Salesforce and Jira allows you to automate information flow between the two platforms, allowing the teams to share data with each other and work in unison.

Salesforce-Jira integration not only helps you avoid siloed interactions between the customer support and backend teams but also ensures that everyone has correct and up-to-date information.

And that’s why Grazitti’s Salesforce-certified Jedis built Sinergify, a Salesforce-native and LEX-ready solution that helps you sync data efficiently and effectively between Salesforce and Jira.

In this blog post, we will take a deep dive into the functionalities of Sinergify that make it a viable option for integrating Salesforce and Jira for bringing your customer support and backend teams to the same platform.

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Integrating Salesforce and Jira Via A Connector To Align Customer Support and Backend Teams

There are different ways to integrate Salesforce and Jira. The first way is custom integration, which requires you to develop code to integrate the two platforms. Once you are done with this integration, you can’t do much except for adding more functionalities. Also, this method requires a lot of time.

However, with a connector at your disposal, you can make Salesforce-Jira integration a breeze.

A connector helps you integrate your Salesforce and Jira instances safely and securely without the need for any complex processes. It streamlines your Salesforce & Jira instances and workflows, reduces complexities, and eliminates redundant data.

Integrating Salesforce and Jira via a connector enables quick and easy communication between teams via comment synchronization and filtered communication.

Sinergify Over Other Connectors

If you are already using a connector and it does not offer much flexibility or scalability, it may affect the data transition process.

A few snags that might occur are:

  • You may not be able to gather the historical data related to the integration
  • Existing workflows might break during the data transition process
  • Challenges in fetching data from the respective sources – Salesforce, Jira, or any third-party tool

Sinergify overcomes these challenges and enriches your experiences of data transition between Salesforce and Jira.

It includes some exclusive features such as:

  • Multilingual Support
  • Bi-directional Synchronization
  • Multiple Jira Linking
  • Multiple Object Syncing

Integrating Salesforce Clouds with Key Jira Products

With Sinergify, you can integrate multiple Salesforce Clouds with key Jira Products to increase the efficiency of your business operations.

  • Integrate Salesforce Service Cloud and Jira Software to speed up the case closure process. The integration enables support reps to escalate cases that require assistance from the backend teams without having to leave the Salesforce interface. Engineering teams can prioritize issues better as the admins can define a set of rules to set the order of importance.
  • Integrate Salesforce Service Cloud with Jira Core to deliver an exceptional customer experience by allowing teams to analyze the customer journey and explore the possibility to up-sell or sell add-ons.
  • Integrate Salesforce Sales Cloud With Jira Core enables your sales team to share product collaterals and industry insights. This improves the content strategy and refines collateral and the overall marketing message.
  • Integrate Salesforce Sales Cloud and Jira Desk to help support teams close cases faster by providing them with essential customer information. Also, identify the right time and opportunity to sell by tracking the status and progress of cases.
  • Integrate Salesforce Sales Cloud and Jira Software to keep your sales team in line with the latest product specifications by equipping them with all the product-related documents, latest releases, and upcoming features.
  • Integrate Salesforce Experience Cloud with Jira Service Desk to enable quick information access to support by letting your agents access information quickly and provide timely customer resolutions.
  • Integrate Salesforce Experience Cloud with Jira Software to create products that your customers want.

Custom Integration with Sinergify

Sinergify is a customizable solution for various integrations, which allows you to customize it if/when a new Jira update/product is released.

It enables you to integrate the standard and custom Salesforce objects of all Salesforce products (Service Cloud, Experience Cloud, Sales Cloud, etc.) with both Cloud and On-Premises versions of Jira Products.

A Brief Overview of What Sinergify Offers

  • Sinergify is easily configurable. You can get started in just a few clicks and even define field mappings and process/rule workflows.
  • Sinergify is a no-code platform, which requires no technical or coding knowledge to get started.
  • Sinergify is secure, so you don’t lose any important data while integrating Salesforce and Jira.
  • Sinergify can be easily customized according to your unique business needs.
  • Sinergify comes at a reasonable price with out-of-the-box features.
  • Sinergify allows a seamless and two-way flow of data and provides you with an option to auto-sync attachments and comments.

A Brief Round-Off

You need a cohesive view of your customers to understand what they really want. And, following an approach where the customer support and backend teams can collaborate without any hassle is the way forward.

A lack of cross-team collaboration can be your Achilles heel for delivering quality customer resolutions.

However, with Sinergify, you can get over siloed interactions and enhance the way teams collaborate for streamlined processes.
Wish to Align Your Customer Support and Backend Teams? Let’s Talk!

To know more about how Sinergify can help you enable effective collaboration between customer support and backend teams, watch a demo or take a free trial here.

And, if you wish to know more about it, please feel free to write to us at [email protected] and our product experts will 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

”Salesforce-Jira-Integration”/

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!

Integrating Salesforce and Jira will fast-track your journey towards delivering a personalized customer experience.

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.

References:
http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf

How to Set up a Salesforce Jira Integration [Step-by-Step Guide]

Salesforce and Jira are the two most popular business tools that are used to increase business productivity and efficiency.

While Salesforce provides a 360-degree view of the entire customer relationship, Jira enables your support team to track and resolve customer issues.

However, many companies still use Salesforce and Jira as standalone applications. These technology silos can have a significantly negative impact on business processes and operations. They can affect your employees’ efficiency, reduce data quality, and ultimately, hurt the customer experience.

And let’s not forget the issue of a single source of truth. Typically, with data being available on different systems and often duplicated, it’s difficult to know which numbers are accurate.

Thus, the key to ensuring your business thrives is to eliminate technology silos.

Eliminating tech silos has to start with integrating your business-critical tools, such as Salesforce and Jira.

Why Should We Integrate Salesforce and Jira?

Salesforce and Jira integration provides real-time visibility to the support/service and product/engineering teams in each other’s tasks and data.

With this kind of transparency, the coordination between the teams improves drastically, customer issues can be resolved quickly, and customer communication becomes easier.

Moreover, the integration also ensures real-time synchronization of critical business information and reduces human errors.

Salesforce and Jira integration helps different teams in an organization avoid working in silos and have access to accurate and up-to-date data all the time.

How to Set up a Salesforce Jira Integration [Step-by-Step Guide]

How to Choose the Right Tool to Integrate Salesforce and Jira?

For integrating Salesforce and Jira, there are plenty of connectors available. However, choosing the right option that best suits your business needs is often a challenging job.
To make your job of choosing the right connector easier, here are a few factors that you might want to consider.

Decentralized Integration

The connector should allow decentralized integration. This means it should allow different teams to work independently without getting interrupted while the information is being passed between them.

Flexible and Easily Configurable

Business and customer requirements change and evolve over time. Thus, make sure you invest in a connector that is flexible, easily configurable, and customizable, and can handle business-specific use cases.

Real-Time Data Sync

The reality of downtime for a business is way scarier. Thus, you want a tool that provides automatic and real-time data synchronization.

This is where Sinergify comes into the picture.

Sinergify is a Salesforce and Jira integration connector that helps you achieve improved cross-functional collaboration between your customer-facing and back-end teams.

The connector enables flexible, scalable, secure, and seamless integration of both platforms.

Here’s How You Can Integrate Salesforce and Jira Using Sinergify

Step 1: Install Sinergify on Salesforce

You have to log into your Salesforce instance and visit AppExchange to find the Sinergify application. After logging in, click the ‘App Launcher’ icon above the ‘Quick Find’ search box and click the ‘View All’ option under App Launcher. This will redirect you to a new page where you can see all the applications.

Step 2: Find Sinergify on AppExchange

Click the ‘Visit AppExchange’ button present on the extreme right of the ‘All Apps’ page and search ‘Sinergify’. Once you see it, hit the ‘Get It Now’ button, which will redirect you to a new page containing the confirmation details.

Read the details carefully and select the checkbox on the confirmation page and then, click the ‘Confirm and Install’ button.

Step 3: Mention the Required Details

Specify the instance where the application will be installed i.e the production environment or a sandbox. Now specify the users for whom Sinergify is to be installed and click ‘Install’.

Wait for the application to install. You will be notified via email once the application is installed in the system.

Once it is installed, it will appear in the App Launcher and is ready to use.

Conclusion

Sinergify aims at simplifying the integration between Salesforce and Jira to enable cross-functional collaboration.

In this blog post, we saw how the integration of two powerful business tools, Salesforce and Jira, can improve collaboration between teams, and ensure data transparency.

We also learned how Salesforce and Jira integration can be implemented in 3 simple steps using Sinergify.

Want to Try Sinergify in Your Business Environment? Start Your Free Trial Now!

At Grazitti, our experts built Sinergify to help businesses sync Salesforce entities with Jira issues seamlessly.

Start your journey today!

Should you want to know more, please write to us at [email protected], and Team Sinergify will take it from there.