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Integrate Zendesk Support With Atlassian Jira to Enhance CX

by Sanjana Rikhi on Apr 19, 2023 in JIRA

Customer experience is the new battleground for every modern business.

To provide that stellar CX, collaboration between your teams is crucial. And for this collaboration, every team needs to access data effectively.

If you’re using Jira as your project management tool and Zendesk Support as your support operations tool for seamless customer interactions, chances are you’re aware of the challenges that come to light when teams have to keep switching between these platforms to access crucial data.

So, what’s the solution? Zendesk-Jira integration!

Integrating Zendesk Support and Jira will enable you to set up a seamless end-to-end data flow, enhance organizational efficiency, and streamline workflows.

In this blog post, we’ll talk about types of integration between Zendesk and Jira and how a custom integration solution can help you make this integration a breeze.

Why Integrate Zendesk Support and Jira?

Zendesk and Jira integration enables a seamless communication process and easy access to data. The common reason most teams will want to integrate Jira and Zendesk is to experience a seamless collaboration between support and development teams.
You can leverage Zendesk and Jira integration to:

  • Set up a flexible synchronization that automatically creates linked Jira issues whenever a Zendesk ticket is created. It enables the support agents and development teams to save a lot of manual effort and time taken to update issues and tickets on Jira and Zendesk respectively.
  • Access data seamlessly from one central place and manage tasks more efficiently. This way, you’ll be able to resolve customers’ queries quickly and more effectively, ultimately, resulting in better team productivity.
  • Enable cross-team collaboration on Zendesk tickets. The integration allows each team to stay in their own system with their workflows, while still communicating with other teams.

Types of Integration Between Zendesk Support and Atlassian Jira

Software integration is the connection of data, applications, APIs, and devices across your IT ecosystem to be more efficient, productive, and agile. Integration can be required for various reasons such as migrating from a legacy system to a different database system.

Depending on your requirements, you can integrate Zendesk and Jira with two integration types. Let’s take a quick look at them.

1. Basic Integration

This type of Zendesk and Jira integration includes basic ticket management and issue-tracking support. In this integration, the data flow is unidirectional and you don’t have much control over the integration. Also, you need to create code to integrate Zendesk and Jira.

This process needs heavy coding and plenty of time and resources. However, this is not a long-term solution. Once you are done with the integration process, you can’t do much except for adding more functionalities.

2. Advanced Integration

Advanced integration includes full ticket management and issue-tracking support. It includes integration through APIs or a connector. Using a connector over basic integration is a more suitable solution for integrating Jira and Zendesk. This is because a connector lets you build a bi-directional flow of data to manage tasks.

A connector provides more use cases and functionalities, is easy to configure, and can also be customized on the basis of business requirements. Clearly, a connector will enable you to easily integrate Zendesk and Jira when compared to basic integration.

Sinergify is a connector to integrate your CRM platforms and Jira. It helps brands get the best out of these platforms. Combining the strengths of both platforms will minimize delays in business processes, increase organizational efficiency, and improve cross-team collaboration.

Sinergify offers two CRM connectors:

Integrating Zendesk Support With Jira Using Sinergify

With a connector like Sinergify, at your disposal, you can make Zendesk-Jira integration a breeze. Sinergify helps businesses bridge the gap between development and customer support teams paving the way for greater cross-functional collaboration. Integrating Zendesk and Jira via Sinergify will allow you to:

1. Configure Integration Easily

Users can have limitless flexibility in configuring their Zendesk-Jira integration and have complete autonomous control as native administration is present on each platform.

2. Get Bi-Directional Data Flow

Sinergify helps you sync data and set up a bi-directional flow of data between Jira and Zendesk Support to help you increase the operational efficiency of teams that use these platforms.

3. Create and View Jira Issues Using Zendesk

Development teams using Jira can create and view Zendesk tickets associated with the Jira issues they are handling.

4. Search & Link Jira Issues Using Zendesk

When linking a ticket to Jira issues by using the ‘key’ or ‘summary’ fields, users can search for Jira issues in specific projects. Also, users can link single issues or multiple issues at the same time.

5. Have Bi-Directional Sync of Comments and Attachments

Zendesk users can view Jira comments and inline attachments in the comment section. Also, users can customize and send multiple comments to Jira issues without adding them to the Zendesk ticket.

6. Get Better Analytics & Reporting

Sinergify offers the most comprehensive analytics and reporting to measure the effectiveness of your teams and thereby, measure the ROI of the product. Also, it allows users to fetch reports from the Jira side right from Zendesk without the need of switching between these instances.

7. Unlink Tickets from Either of the Platforms

Users can unlink the Jira issue by clicking on the unlink icon in the Zendesk app and vice versa to help reduce human errors.

Sinergify helps you integrate your Zendesk and Jira platforms safely and securely without the need for any complex processes. It streamlines your Zendesk and Jira instances and workflow, reduces complexities, and enhances team collaboration.

The Bottom Line

Teams that work together deliver stellar customer experiences. And to build team collaboration and keep them productive, you can integrate Zendesk and Jira using Sinergify. With this integration, you can break free from siloed communication, establish a bi-directional flow of data, and eliminate delays in business processes.

Ready to Integrate Zendesk Support With Jira? Schedule a 1:1 Demo!

If you’d want to know more about all the amazing things you can do with Sinergify, just drop us a line at [email protected] and we’ll get back to you!

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