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Jira - Salesforce Integration: A Step By Step Guide

Jira Salesforce Integration Video

Check out how easy it is to connect Jira and Salesforce in a few clicks, without any code. 

Introduction to the Modern Enterprise

Workflow automation, enhanced performance, and high availability are three of the most vital components of every successful modern-day enterprise. Therefore, having the best possible technology stack is a must. From various monitoring systems to service desk tools and CRMs, marketplaces are brimming with options to choose from. The choice needs to be based on use cases, desired capabilities, and features. Jira and Salesforce are two of the most popular solutions widely spread throughout companies. To keep their teams in sync and avoid silos, however, organizations find out that they need a Jira Salesforce integration.  

 

Integrating Salesforce with Jira boosts productivity and gives the ability to track valuable performance metrics day to day. By integrating the two tools you can analyze and use data faster as a way to solve user-related problems before they escalate. It is especially true for companies that aim to stay one step ahead of the competition.   

An Overview of Jira and Salesforce

Jira is one of the most prominent DevOps systems present in the tech stack of millions of companies around the globe. It is one of the most flexible and comprehensive DevOps tools available on the market. Jira is agile and enables software and business teams to track bugs and issues and to control every aspect of the project management processes.  

Salesforce is an already established name among CRM users. It consists of a wide cluster of software tools. Thanks to those products, Salesforce can help businesses successfully manage their client relationships and marketing activities.  

Why integrate Jira and Salesforce?

A Jira Salesforce integration significantly enhances the overall teams’ performance, eliminates errors that come from manual work and removes silos.  

Jira is the go-to tool for the majority of the DevOps teams, and Salesforce is one of the most popular customer relationship management tools.  

This means that all cases that are created in Salesforce for customers and are related to any software or development project, need to be present in Jira in some form, in order for the development team to have the necessary details. Communication needs to go back and forth so that the sales and marketing teams can be aware of any updates in regards to the customers’ cases.  

With teams working remotely and being in different locations around the globe, the ongoing communication requires them to either login to multiple applications and copy-paste the details, or transfer these details via email, chat or phone. This process is prone to errors, and often leads to critical delays in resolving issues, omitting important details, or transferring faulty data. 

 An integration between Jira and Salesforce, on the other hand, can help avoid all these problems. Here are the major benefits that a Jira Salesforce integration provides: 

 

  • Improved cross-team collaboration. 
  • Faster request resolution, leading to higher customer satisfaction. 
  • Simplified problem management. 
  • Elimination of manual work, leading to minimizing errors or faulty data. 
  • Improved operational efficiency by automating workflows  
  • Reduced downtimes and service interruptions  

 

 You can see more details about the reasons to integrate Salesfrce and Jira in our article “Why integrate Salesforce and Jira”. 

Choosing the best integration tool

A Jira Salesforce integration can be seamless if you  choose the right integration tool. However, this is not always an easy task. While there are plenty of integration tools on the market, they usually miss some of the critical requirements for a flawless integration. Here are some of the major things to consider when choosing your integration tool: 

 

  • No-code vs low-code – if you need to make your Jira Salesforce integration quickly, don’t want to waste time for a steep learning curve, or have no spare engineers for coding the integration, you definitely need to consider a no-code platform. Writing code and scripts in order to have your integration work properly usually takes months and requires the valuable time of your experts. With a no-code platform, on the other hand, you can have your integration set up very swiftly and you need no specialists on your side to work on it.  
  • Scalability – integrations often need to change and adapt to new versions of the integrated tools, additional connections needed, more than one scenario and growing of your business and teams. If your Jira Salesforce integration is not scalable, it will be quite difficult to maintain it, as in most cases the situation changes quickly. 
  • Security and Reliability – in the ideal case you will be protected in events of downtime, your data will be completely secure, and your integration tool will stick to the highest security standards. This is also the reason a stand-alone integration platform is recommended rather than a plugin, as the plugin requires changes in your integrated systems, and might cause unexpected problems with stability and security.  

 

 

For this integration guide, we have chosen the ZigiOps integration platform, as it meets all of the above requirements and in addition is super easy to work with. It offers out-of-the-box templates, and you can set your integration within minutes even without coding or API knowledge. 

About ZigiOps

As an innovative no-code integration platform, ZigiOps helps you integrate Jira and Salesforce in a few clicks. It provides numerous benefits, like instant bi-directional connection, easy data transfer, no-code setup, pre-built integration templates, real time updates, full customization to fit even the most complex Jira Salesforce integration use case and more.. 

Below, we will review the most common cases when a Salesforce Jira integration is necessary.   

If you already have a specific use case and would like to see how ZigiOps can resolve it – schedule a 45-minute demo. We can start your free trial or PoC immediately after the demo.  

Jira Salesforce integration use cases

One of the most common examples regarding the integration of Jira and Salesforce is transferring Salesforce cases to Jira issues. The tech team notices a newly created case in Salesforce, and it is related to a development project, so they want it to show up in Jira, too.  

ZigiOps automatically identifies the Salesforce case, transfers it to Jira, and instantly creates a related issue. The fact that ZigiOps offers a bi-directional connection, allows for any updates to sync immediately. Valuable data such as regular, custom, and lifecycle fields, comments, and attachments is also synchronized.  

With ZigiOps you can sync all types of Salesforce objects (standard, custom, external) to all types of Jira issues (bugs, tasks, stories, epics, etc). For example:  

Jira (Tasks) to Salesforce (Cases)  

or  

Salesforce (Cases) to Jira (Tasks)  

 

Jira / Salesforce  What is synced 
Entity  Transforming to  Regular fields  Additional and custom fields 
Salesforce Case   Jira Task   status, description,
subject, owner  
case comments, attachments,
users, time, support lifecycle  
Jira Task   Salesforce Case   title, description, urgency   comments, attachments,
log files, traces, issue links  
Salesforce Case   Jira Issue   status, description,
subject, owner  
case comments, attachments,
users, time, support lifecycle  
Jira Issue   Salesforce case   title, description, urgency   comments, attachments,
log files, traces, issue links  

 

For more information and use cases, check our dedicated Jira-Salesforce page.  

Initial set up of the Jira Salesforce Integration

For the purposes of this guide, let’s take the example of transferring Salesforce Cases to Jira Tasks. Other types of entities and data are transferred between Salesforce and Jira in a very similar way with ZigiOps.  

 The first step of the integration process is to install ZigiOps.  It can be either installed on your premises, VM or you can leverage the AWS version of the platform.  For the latter you can directly log in  through the iPaaS portal. For the on premise version the installation is easy and takes less than five minutes to complete. ZigiOps is a integration platform, so you do not need to make any changes or install anything to your Jira or Salesforce instances. ZigiOps is highly secure, as it does not have a database and does not store any of your information.  

login-zigiops system

Once logged in, you will see the ZigiOps Dashboard. It provides more information on the health status of your integrations, licenses, number of transactions between systems, and other data.  

Thanks to its intuitive design, ZigiOps eases the process of the connection configuration. It also reduces the time spent in pointless search.  

01_Dashboard

Connecting to Salesforce

From the “Connected Systems” menu, we must choose the systems we want to integrate. In our case, they are Jira and Salesforce. Let’s start with Salesforce. 

 

ZigiOps uses APIs to connect with the systems. To connect Salesforce to ZigiOps you need the following details: 

 

  • The instance URL – the URL where you usually login to Salesforce 
  • Username – the username that you have for the Salesforce system 
  • Password – your password for that username 
  • Client ID 
  • Client Secret 

 

You can see a detailed explanation how to find your Client ID and Client secret here. 

Please note that in order to connect, you need to have an administrator account in Salesforce, or an account with “Modify All Data” permission. 

After filling these fields, ZigiOps will automatically check the connection and let you know it’s successful. In the background the integration platform collects metadata and schema details from Salesforce, so it can load all available fields and use them for the integration later. This makes configuring the Jira Salesforce integration very easy and straight forward. 

02_Connecting to Salesforce

Connecting to Jira

When Salesforce is added, we also need to connect Jira, which in this case will be our destination system. The process is quite similar – you need to choose Jira from the available systems for integration and then enter the following details: 

 

  • Instance URL 
  • Username 
  • Password 

 

  • In case you are using Jira Cloud, you will need Username and API token (instead of password). 

 

If you’d like, you can also login through a proxy. 

 

You need to have the following permissions for your Jira account: 

 

  • Add Comments 
  • Assign issues 
  • Browse Projects 
  • Create Attachments 
  • Create Issues 
  • Edit Issues 
  • Resolve Issues 
  • Transition issues 
03_Connecting to Jira

Jira Salesforce Integration Templates

Once you have successfully connected your systems to ZigiOps, you can start configuring your Jira Salesforce integration.  

ZigiOps comes with pre-defined templates that you can load with a couple of clicks. They cover the most common use cases for integrating Jira and Salesforce, but you can also customize them completely, so they can fit any integration use case that you have. You can also import your own integration templates or start from scratch if you prefer. 

For this guide we will use the out-of-the-box transfer Salesforce Cases to Jira Tasks template. You can load it when you go to the “Configurator” menu and click on the “Add New Integration” button. There you will see all the templates that are available in ZigiOps and you can easily search for the one you need. 

04_Available templates - Salesforce search

When you find the Salesforce Cases to Jira Tasks template, you just need to click on it, and you will be able to load it right away. 

 

Jira Salesforce Integration Configuration

Once you load the Jira Salesforce integration template that you chose, you will see the integration appear in the left column in ZigiOps. You can click on it, in order to be able to configure it. The template will automatically set Salesforce as the target system (or system 1), and Jira as destination system (or system 2). You can change that anytime. 

You will also have the entity fields automatically populated as Cases for Salesforce and Tasks for Jira. However, when you click on them, you will see all available entities that you can easily customize and set to be connected.  

05_Salesforce entities

This is because ZigiOps automatically loads the schema for the systems and makes it super easy for you to set the logic for your integration. It is the same for both integrated systems. 

06_Jira entities

For each Integration configuration in ZigiOps we have the “Correlation” menu. In this menu we have access to the fields from both systems that are part of the data synchronization, and you can sync additional fields if you’d like to. It is also used to set bi-directional updates and control the correlation logic between the objects in the two systems.  

 

07_Correlation

ZigiOps Correlation is configured separately for each integration flow. In this way, every integration can have different logics and rules for how relationships and data updates will be performed. 

After the initial relationship is established, if something changes to any of the integrated entities – in this case Salesforce Cases and Jira Tasks – this change will be synchronized with the related entity in the other system. 

Integration Action Items

For each integration, we can have unlimited number of actions that we can add. In our case we have three actions: 

 

  • The initial creation of the Jira task when there is a new Salesforce case that needs to be transferred 
  • Updating the Salesforce Case when there are changes in the corresponding Jira Task 
  • Updating the Jira Task when there are changes in the corresponding Salesforce Case 

 

Each action has easy to navigate options and settings we can adjust the way we need to. The first of the three actions – the initial creation of the Jira Task based on a corresponding Salesforce Case – provides us with the trigger and trigger condition settings. 

08_Create Jira Task

 

When we click on the “Create Task” action item, we can define the type of trigger we would like to use. For this example, we will use “polling” which means ZigiOps will check for new cases in Salesforce on a pre-defined interval. You can set the interval to hours, minutes or seconds, as well as days or weeks, if you do not need more frequent updates. 

 

After that you can define the trigger conditions, using different expressions that provide a lot of freedom about what you can do with the integration. You can create expressions, based on: 

 

  • Pattern 
  • Extract from Array 
  • Build Array 
  • To Lower Case 
  • To Upper Case 
  • First n Characters 
  • Last n Characters 
  • Replace Text 
  • Date and Time Format 
  • Last Time 

 

The Last Time expression is the most often used one. In this case we use it to filter the Cases that we have already transferred to Jira and collect only the new ones. ZigiOps will transfer only the Salesforce cases that are created after the last transfer. This way we avoid duplicate records. 

 

For more details on expressions and particularly the Last Time expression, as well as how you can use it as a Retry Mechanism, you can watch this video: 

 

Jira Task Mapping

At the time a new Jira Task is initially created based on a Salesforce Case, ZigiOps provides us with the option to map all available fields the way we want to. We have the “summary”, “description” and “priority” fields already mapped in the template, but we can add mapping conditions for any other field that we have in Jira. 

09_Mapping - add new fields

You can also easily change the mapping conditions or add new ones. 

09_Mapping - add new fields

Update Salesforce Case

The next step in the bi-directional Jira Salesforce integration is to set the conditions when ZigiOps will check for updates in Jira and transfer them back to Salesforce.  

 

As the integration is bi-directional, any changes and updates can be synchronized.  

 

Again, we can set the trigger that specifies when ZigiOps will be looking for updates and transferring them back from Jira to Salesforce. We are using polling once again and setting it to 1 minute, so ZigiOps will be checking for updates every minute.  

In our example, we are using the Last Time expression to check for the latest comments, logs, attachments or other changes, that have not yet been transferred. This way we make sure that we do not transfer duplicate records anywhere. 

11_Update Salesforce Case

Update Jira Task

When we click on the “Update Task” action, we will see the settings for the Jira task updates. They are identical to the Salesforce Case updates. We can again set the trigger type, trigger conditions and define different expressions that we can use to customize the integration the way we want to. 

 

12_Update Jira Task (1)

This completes our Salesforce Jira integration. We can click on the “Save” button in the upper right corner, and our integration will be activated. 

 

ZigiOps vs Internal Integrations

There are a lot of factors to consider when deciding on an integration approach. Many times companies would choose to develop their own solutions only to find out that it is much more expensive, takes more time and requires more resources than a ready-made integration tool. You can see more details on the major differences between an internal integration and using an external tool in our article “ZigiOps vs. Internal Development: 5 Things to Consider”. 

 

Integrations tend to change and scale with time – requirements may change, you might need to integrate additional fields or entities, new versions of the integrated tools appear, your business grows, etc. If you have an internal solution, you would not only need to dedicate resources to launch it, but to maintain it and scale it when necessary. This is usually quite costly and takes a lot of man hours of work. Not to mention it is a long process and you might have interruptions of the work of your integrations. 

 

All of the above can be avoided when using a stand-alone integration platform like ZigiOps. With it you can set your integrations within minutes instead of months, it is easily scalable, and you can make changes and updates in your integrations anytime. Another great advantage is that ZigiOps supports high availability, protects you in cases of downtime and always supports the latest versions of the tools you are integrating. We maintain the highest security standards and are ISO27001 certified. 

 

Why choose ZigiOps integration platform

There are plenty of tools on the market that can integrate Salesforce and Jira. However, they often have important components missing. Here are a few questions to ask yourself before choosing the integration tool for your Jira Salesforce integration. 

 

  • Does it meet all of the requirements for your use case – can the integration tool handle complex data dependencies and custom fields, does it have easy customizations of the field mapping and filtering? ZigiOps provides options for customizing your integrations and capturing all types of fields and dependencies just through the UI. You can adjust and customize in a few clicks. 
  • Complexity and coding skills – does the integration tool require a developer to work on the integration? If you are going to need an expert or a whole team working with the tool, how much time and resources would that take? ZigiOps is completely no-code and, with the out-of-the-box templates it provides, you can literally set your integration within minutes and activate it. Even employees with no technical background can work with it. 
  • Scalability – if your requirements change or you need to make additions to your integrations, would the chosen integration tool support that? Would it require additional licensing and how much would it cost you to make changes? With ZigiOps you can easily scale, and you can make changes on the integration whenever you wish. There is no limitation on the number of fields and entities you transfer between two systems. 
  • Reliability – is the integration tool secure and reliable? In case of downtimes and problems with the integrated systems, how would that affect your integrations? With ZigiOps you are protected, as it offers high availability and follows the highest security standards. ZigiOps also does not store any of your data, as it does not have a database, so it is absolutely secure. 
  • Customer support – does the integration tool have fast and reliable support in case you need it? ZigiOps has world-class support ready to answer all of your questions and go an extra mile to assist you with your integrations. 

 

To summarize – take your time to find out all the details for the integration tools you are considering and pick the one that really meets all of your requirements. Book a technical demo and see how ZigiOps works in your specific use case 

Conclusion

In today’s highly competitive environment, to survive, businesses must have the best possible tech kit that enables them to achieve visibility, better overall performance, and enhanced customer experience. Tools like Jira and Salesforce can serve as a backbone of the enterprise IT ecosystem and help scale a wide variety of internal processes.  

A no-code bi-directional integration between Jira and Salesforce provides tech, marketing and sales teams with the ability to automate data transfer and eliminate silos.  

ZigiOps helps with the seamless Jira Salesforce integration and enables smart automation. Also, being a no-code integration platform, ZigiOps eliminates the need for external help from a developer. With its easy setup, simple UI, and seamless configuration process, ZigiOps is one of the best options when you need to integrate Jira with Salesforce quickly and efortlessly.  

Establishing a Salesforce Jira integration brings lots of benefits like faster issue resolution, boosted productivity and improved teamwork. If you are using both Jira and Salesforce, get in touch with us and book a demo to see how ZigiOps can easily solve your integration dilemmas.