Jira Service Management – Salesforce Integration

Data Types: Issues / Incidents / Cases

Salesforce (Case) → Jira SM (Incident)

Jira Service Management - Salesforce Integration Use Case

If your main ITSM/CRM system is Salesforce and you want to sync it with Jira Service Management, our integration allows you to connect both tools in a few minutes. You can also set up an integration in the opposite direction.

Besides that, you can sync your other Salesforce apps (f.e. Service Cloud, Sales Cloud, Marketing Cloud, Analytics Cloud, Data Cloud, etc.) with Jira Service Management. You can also sync Cases between your different Salesforce apps.

When a Case is created in Salesforce, ZigiOps collects it instantly and it will create a related Issue/Incident in Jira SM. You have granular data filtering control, which means that the platform will only gather the Salesforce Cases you need. You also have full control of its data field mapping functionalities, allowing you to define precisely how you want it to report data to Jira Service Management. Regular fields, custom fields, lifecycle fields, issue links, comments and attachments are all synchronized.

Updates in Salesforce for Cases already transferred to Jira Service Management are collected and synced with the related Issue/Incident in Jira SM for regular fields, custom fields, lifecycle fields, issue links, comments and attachments.

ZigiOps collects updates from Jira SM for the Incidents/Changes that were created as Cases in Salesforce. It syncs them with the related Cases for regular fields, custom fields, lifecycle fields, issue links, comments and attachments.

Challenges for Jira Service Management and Salesforce users

Salesforce is one of the most popular CRM platforms out there, but that’s not all—it also provides a suite of enterprise applications for 360° customer relations. Jira Service Management, on the other hand, provides an integrated approach to ITSM.

Sometimes, companies use two ITSM tools simultaneously, for example, because of a merger, or when different teams in the same organization use different platforms for their needs. In that case, one app is the main ITSM tool, while the other is used to enrich the collected data, or as an additional data point. Alternatively, different teams can use the two platforms for a particular use case; synchronization between Salesforce and Jira Service Management becomes crucial.

If you need to connect Jira Service Management and Salesforce, having an easy-to-use integration solution to sync them and let them exchange and update data in both directions is a must.

How do we solve them?

With ZigiOps’ out-of-the-box, fully customizable templates, you can set up your integration between Jira SM and Salesforce in a few minutes. You can connect the two applications via ZigiOps and let them speak to each other immediately. Connect Jira SM and Salesforce with ZigiOps’ bi-directional integration between the two software tools and improve cross-team collaboration effortlessly, helping your teams do more, faster. We offer a vast array of actions, conditions, and transformations to cover your specific use case, regardless of its complexity.

Connecting Jira SM and Salesforce helps you streamline end-to-end data flow and make sure that there are no bottlenecks, inefficient processes, or operational blind spots at your company.