Customer escalations reach engineering — and answers come back — automatically.
Support copies cases into Jira, then chases developers for updates to relay to the customer. Every relay adds delay and a chance to get it wrong.
A customer escalation starts in the CRM and ends in engineering, and every step in between is manual: copying details across, chasing status, relaying updates back to the customer.
ZigiOps links each CRM case to its Jira issue, or to an item in another service desk or DevOps tool, two-way and in real time. Status, comments and attachments return to the case automatically, and you control which fields reach the customer-facing record.
Where this breaks today
Specific moments this breaks today, and what changes.
Support re-types a Salesforce case into a Jira issue. Fields get dropped, attachments stay behind, and engineering starts without the full picture.
A developer fixes the bug in Jira, but the case stays open until someone notices, and the customer keeps waiting.
The customer asks for an update. Support has to ask engineering, wait for an answer, and relay it back.
An account owner goes into a renewal or business review unaware of open critical tickets, because the data only reaches Salesforce in a weekly export.
Cases and issues stay linked, in both directions
Each customer case is connected to its engineering work item, so nobody copies or relays updates by hand.
A Salesforce case and its Jira issue (or ServiceNow incident) stay linked. Status changes show on both sides within seconds.
Developer comments and attachments return to the case, and support replies reach engineering, with no copy and paste.
Map and filter field by field, with no code, so you decide which updates reach the customer-facing record.
ZigiOps is stateless and stores none of your case data. Run it on-prem or in the cloud. ISO 27001 certified.
What do manual escalations cost you?
Escalating a customer case to engineering by hand adds delay on both sides.
Illustrative estimate based on your inputs. Not a guaranteed cash saving. Actual results depend on workflow design and volume.
CRM and service desk integrations
Two-way pair pages for taking customer cases to engineering.
Frequently asked questions
Which CRMs does ZigiOps connect?
Salesforce, Microsoft Dynamics 365, Zendesk Sell and IFS Cloud are available as CRM connectors. They pair with Jira, ServiceNow, Azure DevOps and other service desk and DevOps tools, and Zendesk Support and Freshdesk connect on the service desk side.
Can customers see internal comments?
Only what you choose to sync. Fields and comments are mapped one by one and filtered with no-code rules, so internal engineering notes can stay in Jira while the updates you select reach the case.
How fast do updates return to the case?
In real time. A change in Jira or another engineering tool reaches the linked case within seconds, and the reverse is true too.
Can it run on-prem?
Yes. ZigiOps can run inside your own network or in the cloud. It is stateless and stores none of your case data, and it is ISO 27001 certified.
Show us how escalations reach your engineers today.
Bring one escalation flow and see which steps ZigiOps can automate.