How to integrate salesforce with jira service desk: custom solution tailored for your integration needs

In this article we will see how to integrate Salesforce with JIRA Service Desk along with the benefits derived from connecting these two applications, how DBSync is leveraged in connecting them and, of course, its best practices.

Salesforce.com often referred to as salesforce is a global web-based software and cloud computing company. Of its cloud platforms and applications, the company is best known for its Salesforce customer relationship management (CRM) product, which is composed of Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Analytics Cloud, IoT Cloud, App Cloud, Health Cloud, Financial Services Cloud, Force.com, and Chatter.

The sales team uses Salesforce.com to manage their entire sales cycle right from customer account creation and opportunities associated with an Individual Account at various stages (i.e from proposal stage to closed won/lost). Similarly Service teams use Salesforce to track entire project lifecycle through in terms of resource allocation, project budgeting, managing change requests of an individual customer’s.

While one the other hand JIRA family of applications are used for  software development, feature implementation, bug tracking, agile project management (with JIRA Agile) which are the part of JIRA Platform. The JIRA software is often used by software development teams to manage entire development cycle. The JIRA Service desk is an support ticketing system used by support teams which takes incoming customer requests and automatically generates an Issue in it from where it gets queued up and assigned by a support resource who works with the customer towards the issue resolution.

All these systems work just great for each individual teams but become a big part of a problem when they are disconnected. Sales team software doesn’t integrate with the developments team software, Service team software doesn’t get integrated with the support team which often result in scattered data. The same information get entered repeatedly in multiple systems, not always accurately and no one knows what’s going on, often resulting in confusion while communicating with one single customer.

Any internal processes and softwares that are getting in the way of delivering top notch customer experience have to be fixed. Most of the companies are entrusting DBSync iPaaS to deliver first class customer experience which are internally using different software systems like Salesforce, JIRA Service Desk. So we at DBSync understood the importance of getting Salesforce to talk with JIRA system seamlessly which would help in tracking customer issues better through Salesforce only.

As a result,  We have built an standard template for Salesforce and JIRA Service Desk that provides out of box integration solution. This solution serves as plug and play to connect with both Salesforce and JIRA Service Desk to facilitate the seamless flow of data between two systems. The team involved in addressing the customer requests will have first hand information about the customer, project details, status of the issue and resolution steps that would make the issue resolution very faster. Hence, By providing better support you will have happier customers which will not only result in customer retention but also significantly improves your brand image.

Standard Solution Setup

The below are the steps to setup standard solution for Salesforce and JIRA Service Desk

1. Once after you login to DBSync iPaaS with your valid credentials, Navigate to the Template Library from the left side navigation which shall open the Template Library.
2. Search for Jira Service Desk & Salesforce Uni-directional template as shown in the following image.

3. Click on the View More hyperlink and import this solution to your workspace, On importing this solution will land you on the connector listing page.

      4.Now configure the Salesforce and JIRA Service Desk connectors with the respective user instances of Salesforce and JIRA Service Desk.

You can follow the step by step articles from our knowledge base to set up respective connector configurations.

Integrating Service Desk Issues To SF Cases

This section outlines the workflow rules within the standard solution of SF and JIRA Service Desk. This created workflow will serve as governing rule in updating the existing service desk to SF case.

In order to do that, I would leverage the JIRA jql in DBSync trigger section to search and filter the Issues from JIRA Service desk. As depicted in the below screen, I am calling Search API of the JIRA service desk and filtering the records basing on the update field which would fetch all the records basing on the passed condition.  

Now, Add a rule to map all the fields of Issues with the cases of Salesforce so that the DBSync can parse those fields and update the cases object in SF. I have mapped all the fields as depicted in the below table.

Salesforce Cases	JIRA Service Desk Issues
Project	Project
Summary	Subject
Type	Type
Priority	Priority
Description	Description
Case Owner	Assignee
Contact Name	Reporter
Internal Comments	Comments

Whenever you choose to run the “Run-Now” button from the platform or a scheduler job is triggered through set time interval, This setup would read all the last updated cases and upsert them to Salesforce as cases. It is now easier to visualize and track Jira cases directly in Salesforce almost in near real time including syncing many custom and standard fields. 

The former sections showcase a working model of business case for integrating Jira Desk and Salesforce. Likewise you can leverage the standard solution and build many customization around it. These are few of use-cases that can be delivered without much effort and time.

• New requests in JSD will create new cases in SF and vice versa.
• Update the existing requests in JSD will update the cases in SF, If doesn’t exist will create a new case.
• New Cases in SF will create new requests in JSD.
• Update the existing cases in SF will update the existing requests in JSD.
• Migrating data from Jira cloud to Jira server
• Migrating data from Salesforce to Jira Service Desk and vice versa.
• Integrating various objects between Salesforce and JIRA like service desk , organizations, customers, users, Issues and much more objects.

These are the few such use-cases which can be achieved using the standard solution for JIRA Service Desk and Salesforce but however you can do built many workflow to achieve an business case. You can leverage JIRA Core, JIRA Service Desk connectors of DBSync to connect with Accounting applications like Quickbooks, Dynamics GP, SAP Business one, ERP solutions like NetSuite, Dynamics AX, Dynamics NAV, Dynamics 365 and other application like JIRA software, JIRA Service Desk as Salesforce is the primary tool for tracking customers and their detailed information.

Do you have any specific needs of Integrating Salesforce & JIRA Service Desk? We have an standard solution and our dynamic platform which would help you to integrated both of Salesforce and JIRA Service Desk almost in real time. If you any specific needs we can tailor  the custom solution just by leveraging the DBSync iPaaS and JIRA set of connector without much time and effort. Do reach out to us through an email sales@mydbsync.com or via telephone 1-877-739-2818 to help you build the custom solution for SF and JIRA Service Desk.