As a premier Managed Service Provider (MSP), Red River consistently demonstrates operational excellence by delivering responsive, end-to-end service solutions to large enterprises and government organizations. A key part of this success lies in their ability to manage complex IT environments with speed, precision, and transparency.

To further elevate service agility, Red River turned to ZigiOps, a powerful no-code integration platform, to implement advanced, bidirectional integrations between ServiceNow and other ITSM tools. The latest evolution of this solution includes deep support for co-managed queue workflows, automated de-escalation logic, and advanced field-level synchronization across platforms such as Jira, Freshservice, Zendesk, and other ServiceNow instances.

The Client

Red River is a Tier-1 government-certified MSP serving federal agencies, large enterprises, and multi-national clients across the public and private sectors. Their services include:

• Cybersecurity (risk mitigation, compliance, threat detection)

• Cloud Infrastructure (AWS, Azure, hybrid models)

• Data Analytics & AI (insights, automation, visualization)

• Network Engineering & Support

With a distributed workforce and round-the-clock SLAs, Red River requires a unified ITSM backbone that connects seamlessly to external customer systems, enabling transparent and timely support.

The Challenge

Red River operates a central ServiceNow instance that supports its internal teams and functions as the system of record. However, their customers and partners often use different systems—such as Jira (for development), Zendesk (for L1/L2 support), and Freshservice (for internal IT support). This created serious limitations:

• Fragmented Ticket Visibility: Updates and status changes were not automatically shared between platforms.

• High Operational Overhead: Teams had to manually copy data, risking human error and delay.

• Escalation Bottlenecks: Tickets escalated from client-side systems to the MSP’s ServiceNow instance lacked proper context.

• Lack of Automation: Manual processes slowed resolution and impeded SLA compliance.

The most pressing concern emerged in co-managed queue scenarios, where tickets must transition fluidly between Red River-controlled ServiceNow queues and client-owned Jira projects—with full fidelity and round-trip updates.

The Solution: ZigiOps Integration Platform

ZigiOps enabled Red River to implement a series of real-time, bidirectional integrations between ServiceNow and:

• Jira (co-managed dev/support environments)

• Zendesk (customer support platforms)

• Freshservice (client-side internal teams)

• Other ServiceNow instances (eBonding for enterprise clients)

Using ZigiOps' no-code interface, integrations were created and deployed without custom code or risky scripting. The result is a robust, scalable system that maintains data integrity across disparate platforms.

Co-Managed Queue Integration Between ServiceNow and Jira

This feature set enables seamless case-task alignment between Red River IT teams and client dev/support teams.

Integration Architecture Highlights:

• Trigger-Based Ticket Creation
  When a ServiceNow case enters a specific queue (e.g., “Engineering Review”), ZigiOps automatically creates a corresponding task in the client’s Jira project.

• Bidirectional Synchronization
  Field values, comments, and ticket status updates sync automatically in both directions, ensuring that all stakeholders have access to current, consistent data.

• Field-Level Mapping Includes:

• Short Description ↔ Summary

• Priority ↔ Priority

• State / Status ↔ Status (with mapping logic)

• Assignment Group ↔ Jira Labels or Custom Fields

• Contact Info ↔ Custom Field

• Case Notes / Comments ↔ Work Notes / Jira Comments

• Custom Fields:

• Account

• Case Type

• Category & Subcategory

• Contract

• Location

• Attachment Handling (Optional):
  ZigiOps can also synchronize file attachments between systems, preserving important logs and artifacts.

De-escalation Workflow Support

If an issue is resolved or downgraded in Jira, the change can trigger automated actions in ServiceNow:

• Reopen the case

• Change status

• Reassign to a different queue

This feedback loop ensures ServiceNow reflects the real-time resolution state, allowing SLA clocks, reporting, and client communication to remain accurate.

ZigiOps Monitoring & Control Dashboard

• Real-time sync logs with timestamps

• Health checks and alerting for failed syncs

• Troubleshooting tools for mismatched fields or integration errors

• Version control and backup for integration templates

Broader Use Cases

ServiceNow ↔ Freshservice Integration

• Auto-creation of ServiceNow cases from Freshservice tickets

• Priority, category, and requestor fields fully mapped

• All updates (status, assignment, comments) synchronize instantly

• Greatly reduces email/ping-pong communication between client and MSP

ServiceNow ↔ Zendesk Integration

• Synchronizes Zendesk tickets with ServiceNow cases in real time

• Includes subject, description, tags, and internal notes

• Ensures customer-facing support aligns with internal triage and escalation

ServiceNow ↔ ServiceNow (eBonding)

• Enterprise clients with their own ServiceNow instances gain full parity across both platforms

• Ensures that escalations are reflected with full metadata and incident context

• Supports ITIL workflows (incident, change, problem management)

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“The co-managed queue integration has been a game changer. Our clients use Jira, we use ServiceNow, and now we’re all in sync—without any manual handoffs. ZigiOps handles it all and keeps our support pipeline moving.”

Red River Testimonial

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Benefits of Using ZigiOps Data Integration Platform

ZigiOps, as a leading data integration tool, drives:

• No-code, rapid deployment enabling swift integration without complex development.

• Real-time, bidirectional data synchronization ensuring consistent and accurate information flow between disparate ITSM systems.

• Automation of workflow orchestration eliminating manual data transfers and boosting operational efficiency.

• Advanced field mapping and data transformation capabilities supporting complex data structures and custom metadata.

• Robust error handling and monitoring to maintain data integrity and minimize disruptions.

• Scalability across multiple platforms supporting organizational growth without added complexity.

Conclusion

With ZigiOps, Red River has implemented a robust and scalable integration architecture that supports a diverse set of platforms and workflows. From co-managed queue handling and de-escalation logic to full bidirectional synchronization, the result is a unified, intelligent ITSM environment that empowers fast, transparent, and high-quality service delivery.