Integrating Jira & Salesforce to enable

teams to efficiently communicate and exchange data

Overview

A US-based commercial software company reached out to us to connect their Salesforce and Jira platforms so that their product and customer support teams can work together efficiently. The company’s customer support organization recently migrated to Salesforce from a competitor CRM, and in order to efficiently assign and track escalated service requests, they were looking to establish an automated and integrated workflow between the two teams and two disparate platform. We built an integration to ensure that both teams can communicate and pass information between each other and the customer, ensuring all systems have consistent and relevant details, information and issue resolution status.

The Challenge

Our client had previously migrated their CRM from NetSuite to Salesforce. This change affected primarily the customer support teams’s seamless ability to exchange information with the development team who relies on Jira. Prior to the migration, the company’s NetSuite instance was integrated with Jira, and after the transition, this negatively affected both the product and customer support teams who lost the ability to sync and easily share reported issues and issue statuses between the teams and their associated systems. They recognized they had to connect Salesforce to Jira to continue enabling the data and communications exchange that they previously had between NetSuite and Jira.

How It Was Solved

The solution here which our team undertook was to build a customized integration between Salesforce and Jira. The Jira integration with Salesforce became a necessity in order for the customer support team to submit product escalations to the product team with necessary details, and for the product team to advise the customer support team and their customer client success managers on the status of their issues and resolutions. The custom-built integration ensured accurate up-to-date data is synchronized, consolidated and available to all relevant company’s representatives.

In addition, customer requests can be created and updated from Salesforce, ensuring accurate customer version, patches and configurations are captured and available. Cross-functional communication and workflows were enabled to ensure reliable delivery of information in a two-way informational sync.

The Results

The integration enabled both teams to swiftly get back to working efficiently and reduce the additional manual work and human error introduced when receiving and capturing service requests, manually opening Jira and filing investigation and escalation tickets for the product team. The enhanced automated workflow resulted in the customer support team being able to send requests to the product team, and the product team receives the required information within their Jira ticket through the integration. The product team’s Jira workflow is followed and all updated statuses and resolutions are synchronized back to the customer’s issue record within Salesforce.

The Jira and Salesforce connection led to decreased unproductive time spent managing multiple platforms, removed manual entries and needless complexities and overall improved productivity for both the product and customer support teams.

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Lee Ebreo

VP of Engineering at Credit Ninja

These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.

Selah Ben-Haim

VP of Engineering at Prominence Advisors

Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).

Ben Crawford

Senior Product Manager at Enova Financial

I would expect to be delighted. It's been a really positive experience, working with Sphere, and I would expect you to have the same.

Mark Friedgan

CEO at CreditNinja

Sphere consistently prioritizes the needs of their clients, demonstrating both agility and teamwork. As an offshore team, they have been an integral part of our organization and we plan to continue growing with them.

René Pfitzner

Co-Founder at Experify

Sphere provided excellent full-stack development manpower to augment our team and help push our product forward. They are easy to work with, tech-savvy and proactive.

Bruce Burdick

Chief Information Officer at Integra Credit

We've been working with Sphere and its excellent consultants since our founding. I've found that they are true partners in the success of our business.

Jemal Swoboda

CEO at Dabble

The resources and developers that Sphere Software provides are skilled and have the required technical expertise, but more importantly, they have helped us build a culture of excellence within our team.

Arthur Tretyak

Founder and CEO at IntegraCredit

With Sphere, we were able to migrate in half the time it would take to train an additional FTE… and for a fraction of the cost. Our experience with Sphere has been exceptional.

Lee Ebreo

VP of Engineering at Credit Ninja

These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.

Selah Ben-Haim

VP of Engineering at Prominence Advisors