The customer-centric approach is a leading factor when it comes to successful businesses. Keeping customers happy by dealing with their issues on time is key. For this to happen, companies must utilize software solutions, like CRM, ITSM, and DevOps systems. These solutions help businesses to improve communication between employees as well as speed up the processes of product delivery, and issue resolution. For these purposes, companies deploy solutions like Salesforce and Jira. Comprised of different useful features, the two are often referred to as a one-stop choice for enterprises of various segments.
A few words about Salesforce
As one of the leading platforms on the market, with millions of users from around the globe, Salesforce is the most popular CRM solution today. It is made of a multitude of modules, each of them aiming to help organizations in several aspects of their business activities. The use of Salesforce guarantees a full-scale overview of all the processes that run in the company’s business units.
Thanks to the fact that Salesforce has adopted the customer-centric approach, organizations have the chance to monitor, track, organize, and optimize their tasks in a way that enhances their departments’ productivity. At the same time, this minimizes the risk of human-related errors and obstacles that may affect the end-user.
Operating entirely in the cloud, the Salesforce platform provides its users with bespoke features and usability while maintaining high levels of security.
Being a multifunctional system, Salesforce brings a lot of advantages to its respective users such as:
– The ability to facilitate and store a large amount of important client information, that’s accessible for everyone and all the time.
– The ability to maintain a high degree of security at all levels
– Distinguishable flexibility that allows customization of workflows, processes, layouts and any other object according to the user’s preferences.
Salesforce, however, might need advanced expertise in more complex setups for its implementation to be smooth. It has a steep learning curve, and it requires ongoing support.
A few words about Jira
Jira Software is a popular DevOps software. Its main objective is to help organizations with important activities such as tracking issues, along with product and project management. Over the years, the platform has undergone a variety of upgrades to satisfy the ever-changing needs of its users and has positioned itself as the go-to solution for any agile-oriented team.
What makes Jira so widely preferred by corporate users is the platform’s constant evolution and the expanding list of modules developed to cover various use cases and scenarios. But let’s look at them closely. Jira Software is a great solution for test case management. It allows IT teams to make their QA testing in an undisturbed environment. The embedded scrum and Kanban boards, on the other hand, help agile-oriented teams manage their progress and product development.
But the most cherished part of the software is its issue tracking capability. This is the feature that attracts tens of thousands of users each month to adopt it as their “go-to” solution. It allows responsible teams to better understand and find a timely solution to every problem before it has escalated and turned into a major obstacle. The system has additional benefits that play a crucial role when preferring it over other similar solutions:
– Jira allows IT teams to prioritize what’s important for them in terms of tasks and where to focus their attention and efforts. This drastically cuts the task completion time.
– Increase the overall productivity of the project’s designated teams – thanks to its automation feature.
– Time tracking – this helps teams calculate the amount of time spent on each task and eventually optimize it for better results. That is crucial for API and UI development processes.
– Generation of reports. That’s also important for those who aim to track their progress on different tasks and be able to analyze the result at a later stage.
Why integrate Salesforce and Jira?
As mentioned above, the two systems are leaders in the software solutions market. It is their comprehensive and sought-after features that draw potential customers towards them. That is the reason they’re found operating in the background of every modern business (regardless of their size). However, it’s when integrated with each other that these two platforms display their full potential and have a significant impact on the productivity and performance of the companies that use them. Allowing them to communicate and exchange information brings a ton of benefits, like:
- Improved cross-team collaboration
- Faster issue resolutions
- Higher customer satisfaction
- Minimizing manual work, leading to significantly reducing the risk of errors or delays
- Better operational efficiency due to automating processes
What integration tool to use to get the best of the connection between the two systems?
When it comes to connecting large-scale systems like Salesforce and Jira, choosing the right integration tool is not an easy task. There are plenty of integration use cases, that might have quite complex requirements. The ideal integration platform would be able to cover your specific requirements without additional modifications or coding. Most organizations looking to integrate Salesforce and Jira, share that the following capabilities are very important for them when choosing an integration tool:
- Able to handle complex and specific use cases – high level of customizations should be possible
- Powerful – able to handle hundreds or even thousands of items per day
- No code/low code – no technical or coding background is needed to work with it
- Secure – no compromises with the safety of the company’s data
- Fast – the initial setup and modifications should take as little time as possible
- Maintenance and updates – fast and reliable support as well as support of the latest versions of the integrated systems
ZigiOps integration platform meets all the above-listed requirements. It is no-code, super flexible, and easy to use. At the same time it provides advanced filtering and field mapping capabilities that can fulfill even the most complex use cases. Equipped with a variety of customizable templates to choose from, it takes just a few clicks for ZigiOps to immediately enable the transfer of data. Its intuitive design and ease of use help users make their way around the platform in no time. The fact that it offers a bi-directional connection of the two systems lifts a great amount of pressure off the employees’ shoulders as it helps with the automatic updates in both Salesforce and Jira.
A common use case
Behind every integration lie certain business needs and particular use cases that seek a timely resolution. The integration of Salesforce and Jira is no exception. In the following lines we’ll take a closer look at the most popular reasons for connecting the two systems.
A company uses Salesforce as their CRM system and Jira – for development and project management purposes. There is a customer that has a specific question or problem, and a new Case in Salesforce is open. After the customer service team reviews the issue, they conclude that it is due to a software bug, and it needs to be forwarded to the developers who are using Jira to track their tasks.
With an integration in place, the Salesforce case is automatically picked up and transferred to Jira as a new bug. As soon as the development team updates the Jira issue, the Salesforce case is updated or closed if the issue is resolved. Having an integration platform like ZigiOps to connect Jira and Salesforce will speed-up the issue resolution as everything will be automatically transferred, and free your team from manual work.
Additionally, with a ZigiOps integration in place, users can apply various filters to the Salesforce cases such as time, support time, and fields, and only the necessary cases will be transferred to Jira. The ability to call and map–related entities for the Salesforce cases such as comments, attachments, and users is crucial if we have a more complex use case.
With a bi-directional integration, we can effortlessly sync and update data like status, description, subject, and owner in both directions. Any change in either of the systems (and data) will be present in the other. Regular, custom, and lifecycle fields, issue links, comments, and attachments can also be a part of the integration. This all happens automatically.
|Salesforce / Jira||What is synced|
|Entity||Transforming to||Regular fields||Additional and custom fields|
|Salesforce Case||Jira Task||status, description,
users, time, support lifecycle
|Jira Task||Salesforce Case||title, description, urgency||comments, attachments,
log files, traces, issue links
|Salesforce Case||Jira Issue||status, description,
users, time, support lifecycle
|Jira Issue||Salesforce case||title, description, urgency||comments, attachments,
log files, traces, issue links
The combination of Salesforce and Jira helps companies enhance their performance, eliminate unnecessary waste of resources, and keep an elevated level of customer satisfaction. Thanks to the extensive list of useful features, organizations can take control over important business processes.
The integration of systems like Salesforce and Jira covers project and customer management from start to finish – with all the necessary steps. Additionally, the connection between them leads to faster user issue resolution, enhanced transparency on some operations and processes, and better workflow optimization. The result is increased customer loyalty and customer lifetime value score.
Organizations are looking for an advanced tool that can help them integrate Jira and Salesforce quickly and match their specific use cases while growing with them and maintaining the latest versions and updates they are using. At the same time they do not want to invest too much time and advanced expertise into the integration.
ZigiOps is a no-code platform that can help you integrate Jira and Salesforce in minutes, with no limitations on the use case requirements or the volume of transferred entities. Book a technical demo and see how it works.