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Zendesk Support & Jira Integration: Your Key to Improving Organizational Productivity

by Prakriti Kaushik on Jan 09, 2023 in JIRA

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

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