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Jul 04, 2023 | 4 Mins read

Break cross-functional siloes by integrating Jira with Salesforce

Customer support teams are often unaware of customer-impacting product changes that internal engineering and R&D teams are working on. Similarly, engineering teams often do not know the impact of their engineering tasks on business and customer support. These cross-functional teams use different platforms - Support teams might use Salesforce Service Cloud, Zendesk, or a similar platform, and engineering teams might use Jira Software to track their engineering tasks. These platforms do not have seamless data flow and hamper cross-functional collaboration.

Why do you need a Jira-Salesforce Integration?

A Jira Salesforce Integration is essential for businesses aiming to improve collaboration between customer service and product development teams. It facilitates efficient communication, enabling real-time visibility into the progress of customer-related tasks and triaging for support tickets. This significantly enhances customer experience and ensures timely resolution of issues.

For example, imagine a bug in your login service that the engineering team is actively addressing. Simultaneously, multiple support tickets are being filed due to customers' inability to log in. Without a Jira integration in Salesforce Service Cloud, the support team would be unaware of the root cause and the reasons behind the influx of new tickets. In this scenario, they might blindly create new Jira issues for each support ticket, thereby increasing the engineering backlog and prolonging customer resolution time.

Not only does this streamline the support escalation process, but it also gives engineers a quick snapshot of the business impact caused by the bug they are addressing. They can quickly assess the number of affected tickets, the revenue at stake, the duration of the incident, and other pertinent information.

A Jira integration with Salesforce becomes indispensable in rapidly evolving software businesses where products undergo frequent changes. It facilitates seamless escalation management, efficient triaging, and prompt resolution of customer issues. Furthermore, it fosters collaboration, boosts productivity, and enhances information sharing across teams.

Streamlining Workflows through Automated Jira-Salesforce Workflows

Support cases escalated to engineering often disappear into a black hole, leaving support agents without visibility into their current status, resolution time, scope, or impact on customers.

Implementing a robust Jira-Salesforce connector allows you to create automated workflows that keep support agents and impacted customers informed about updates to relevant Jira issues. This automation eliminates manual tasks, such as updating statuses and priorities of support cases in Salesforce whenever engineering issues are updated. Additionally, real-time data synchronization between Jira and Salesforce ensures complete alignment among cross-functional teams, all in service of delivering exceptional customer support.

Selecting the Right Tool for Jira-Salesforce Integration

Integrating Jira with Salesforce can significantly enhance productivity by bridging the communication gap between support and development teams. However, the integration process can be overwhelming, necessitating careful consideration of the appropriate tool. Factors such as the specific project needs, budget constraints, and the tool's capabilities in streamlining workflows and facilitating seamless communication between the two platforms should be considered when selecting a tool.

Integrating Jira and Salesforce in the Cloud using IrisAgent

IrisAgent offers an excellent platform for integrating Jira and Salesforce over the cloud. Connecting Jira instances with Salesforce instances simplifies data transferring and synchronization. This tool allows businesses to easily amalgamate and manage their data, driving better decision-making and business strategies. IrisAgent supports both Jira Cloud and Jira Server integrations.

IrisAgent offers a no-code way to integrate Jira and Salesforce data. It’s excellent as it’s flexible and doesn’t require specific skills. It can be set up in minutes and power seamless collaboration in your organization. Sign up today for a demo. To learn more, check out our webinar with support leaders from Zapier, ActiveCampaign, NerdWallet, and IrisAgent discussing the integration of engineering and support platforms.

Frequently Asked Questions

What is the purpose of integrating Jira with Salesforce Service Cloud?

The integration of Jira and Salesforce Service Cloud allows for seamless collaboration between development and support teams by connecting project management and issue tracking with customer service operations.

How does the integration enhance workflow efficiency?

The integration streamlines workflows by enabling real-time information exchange between Jira and Salesforce Service Cloud, reducing manual data entry and ensuring consistency across teams.

What types of information can be synchronized between Jira and Salesforce Service Cloud?

Commonly synchronized data includes customer cases, bug reports, feature requests, and project updates, ensuring that both teams have access to relevant information for effective collaboration.

Can Jira issues be linked directly to customer cases in Salesforce Service Cloud?

Yes, the integration typically supports bidirectional linking, allowing users to associate Jira issues with Salesforce Service Cloud cases and vice versa for enhanced traceability. With AI platforms such IrisAgent, you can also enable automatic linking and correlation of customer service tickets and Jira issues.

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