Fintech
Asia
Mid-Sized Enterprise
Zendesk & Jira Integration
Founded in 2018, the customer offers a multi-currency e-wallet for seamless, fee-free international payments. It caters to travelers, businesses, and
digital-savvy users with secure and cost-effective foreign currency transactions. Despite its innovative solutions, the customer faced growing inefficiencies due to disconnected support operations. With four separate Zendesk instances and a single Jira system, support agents struggled with manual ticket creation, delayed escalations, and miscommunication. The lack of real-time synchronization led to missed SLAs, frustrated customers, and an overwhelmed support team.
Using the ‘Create Jira’ button manually to enter the necessary details to generate a ticket
made the process more efficient and seamless. This allowed the customer to log issues
quickly without switching platforms, ensuring accurate data entry, enhancing collaboration
between support and development teams, and reducing errors in ticket management.
With real-time synchronization, support teams could escalate and resolve issues faster,
ensuring that service level agreements (SLAs) were met consistently. Faster response times
led to improved customer satisfaction and a more streamlined support workflow.
By enabling a direct connection between multiple Zendesk instances and Jira, the need for
manual data entry was eliminated. Support and engineering teams could now collaborate
effortlessly without switching between platforms, reducing inefficiencies and
miscommunication.
The integration provided real-time visibility into ticket statuses, escalations, and
resolution times. This allowed managers and stakeholders to analyze performance metrics
effectively, identify bottlenecks, and make data-driven decisions to optimize support
operations.
90%
Workload Reduction
Faster
Issue Resolution
Scalable
Issue Tracking
Streamlined
Ticket Creation
By integrating multiple Zendesk instances with a single Jira system, the customer streamlined workflows, reduced manual effort, and improved collaboration. Real-time synchronization enhanced SLA compliance and accelerated issue resolution, ensuring greater efficiency and customer satisfaction. Sinergify’s intelligent integration empowers businesses to eliminate silos and optimize support operations.
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