Force of a Godzilla – Salesforce and JIRA

The name “JIRA” is inherited from the Japanese word “Gojira” which means “Godzilla.” When you combine it with Salesforce, you get “The Force of a Godzilla”!

Ideal CRM and Helpdesk Setup

We all are aware that Salesforce is world’s #1 CRM used across industries for managing customer data and is widely used by various departments like marketing, sales, project management, accounting, operations, support, and services. It instantly streamlines and automates your business processes bringing in incredible simplicity, efficiency, visibility and integration and proves to be a support to achieve higher customer satisfaction without any infrastructure to buy, setup or manage. That is the beauty of this cloud-based CRM application.

As mentioned above, Salesforce can manage the entire sales cycle, right from account creation by injecting leads into the system, creating relevant opportunities, to timely reminders for follow up and eventually closing the deal. With the ability to stage each of these milestones as a prospect, proposal, invoicing, won or lost, it can be easily customized as per your sales process requirements. In order to yield maximum benefits and become more efficient in handling data, Salesforce has integration capabilities with other systems like database, ERP, accounting, warehouse management, chat, LMS, helpdesk and more, which proves to be ideal for any organization in automating the IT ecosystem saving vast number of resource hours and investment.

Similarly, a well-known system called JIRA, mainly used by organizations for issue tracking, bug tracking, and agile project management, apart from its main functionalities, offers integration options with other major systems used by organizations to share and manage data efficiently.

In a typical customer service environment, it is vital to have a ticketing system in place, to log, track and resolve client issues. It enables organizations to understand their clients better, know the problem areas, and take the product or services in the right direction. JIRA Service Desk proves to be the ultimate resolution where incoming client requests are accepted and converted into a case, which is then assigned to a resource to work on.

The biggest reason why companies opt for JIRA with Salesforce is that they can work well hand in hand, where Salesforce is used for client management and JIRA for case management and project tracking. This proves to be a powerful combination for any organization which requires a straight and sorted issue tracking process to work, in association with a CRM that holds all client records. We can say that the Japanese correctly named JIRA after the name “GOJIRA’ which means Godzilla which when combined with Salesforce, becomes “The force of a Godzilla.”

Now that’s a POWERHOUSE! 

Well, after reading this, a fundamental question might have popped in our minds –

How do we know that our organization needs integration between Salesforce and JIRA? What are the factors to consider even to conclude that we should have an integration in place?

Here are some indicators:

1. You have a resource dedicated to ticket creation, resource alignment, prioritization, and SLA follow up and you are dependent on him to initiate the process
2. You have people entering the same data manually in Salesforce and JIRA
3. Your resources are spending more time entering data than doing the actual job
4. You have duplicate records or bad data
5. Your SLAs are not met for issue resolution
6. Low resource efficiency
7. You witness data mismatch in project, issues or bug tracking which is creating confusion between teams/resources
8. You are losing clients due to delayed, incorrect or unresolved issues logged
9. Inaccurate data analysis and forecast due to incorrect or varying data  

JIRA is well integrated with Atlassian suites like Confluence etc., which makes self-service and other knowledge article databases seamless.

Now that we know we need integration in place between the two systems, what should we look for in integration to best serve our organization?

1. Connector with prebuilt templates
2. Correct and seamless field mapping
3. Fully compatible with your Salesforce and JIRA versions
4. Auto-sync functionality with as low as 3 minutes or even real-time
5. Ability to make the integration bi-directional
6. Provides error logs and notifications
7. Ability to connect cloud to cloud or cloud to on-premise applications
8. A simple interface and ability to add new connectors in no time
9. Cost effective, i.e. higher ROI

Accurate field mapping is one of the most critical functionalities an integration tool should offer you. Let’s look at standard field mappings provided by DBSync which are ideal and are preferred by most of the organizations using Salesforce and JIRA.

Salesforces and JIRA Service Desk – JIRA Service Desk Issues to Salesforce Cases

JIRA Service Desk & Salesforce unidirectional standard template helps you integrate data between JIRA Service Desk and Salesforce. It enables you to streamline your data, automate business processes and ensure data accuracy between JIRA Service Desk and Salesforce to eliminate redundancy of data entry. 

With DBSync integration, you can construct custom mappings for this template. DBSync fully supports the creation of custom mappings as per your business model and business process.

This template supports almost all major versions of Salesforce: Salesforce Unlimited Edition, Salesforce Professional Edition, Enterprise Edition, and the Non-Profit Edition.

It supports JIRA Service Desk, JIRA Core and Service Desk Cloud or On-premise versions 

Salesforce and JIRA Core – Jira Core Issues to Salesforce Cases

The template is easy to integrate JIRA Core projects and Salesforce Cases. It provides Bidirectional integration capabilities with pre-built field to field mappings along with flexibility for more complex and dynamic mapping options.

This template supports JIRA Software 7.3.1 and above

Conclusion

Integrating the two systems, Salesforce and JIRA offers complete transparency in communication and supports cross – teamwork, making it more effective and productive. With the help of DBSync integration platform, it becomes easier for organizations to manage and track issues on both the systems with high levels of accuracy leading to higher customer satisfaction and organizational improvement.

DBSync standard solution and dynamic platform can help you integrate Salesforce and JIRA Service Desk almost in real time. In case of any specific needs, it can offer you a tailor-made solution just by leveraging the DBSync iPaaS and JIRA set of connectors. Please reach out to sales@mydbsync.com or call 1-877-739-2818 to get more information. Alternatively, reach out to your Account Manager if you already are a DBSync user. 

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.