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Jul 04, 2023 | 3 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 their engineering tasks' business and customer support impact. 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 for tracking 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-Salesforce integration, 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, 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.

In rapidly evolving software businesses, where products undergo frequent changes, a Jira-Salesforce integration becomes an indispensable tool. 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 seem to disappear into a black hole, leaving support agents with no 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. When selecting a 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.

Integrating Jira and Salesforce in the Cloud using IrisAgent

IrisAgent offers an excellent platform for integrating Jira and Salesforce over the cloud. It provides a seamless connection between these platforms, simplifying data transferring and synchronization. This tool allows businesses to easily amalgamate and manage their data, driving better decision-making and business strategies.

IrisAgent offers a no-code way to integrate Salesforce and Jira 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 discuss integrating engineering and support platforms.

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