Purpose-Built Integration for Salesforce Service Cloud and Jira
Driving Efficiency for Customer Support and Collaboration With Engineering
Improve Sales and Customer Service through Integration of Sales, Support, and Product Teams
zAgileConnect provides customer support teams with deep, seamless interoperability between Salesforce Service Cloud and Jira. It delivers feature-rich, bi-directional integration “out of the box,” that is easy to install and deploy in less than an hour. zAgileConnect empowers support teams to: work efficiently on Salesforce cases, track case status and corresponding Jira issues, and collaborate more effectively within support and with engineering and other teams.
CUSTOMER SUPPORT
- Work efficiently on cases
- Track case status and corresponding Issues
- Collaborate easily within support and with engineering, including escalations
- Respond faster to customer needs to improve customer satisfaction and comply with service-level agreements (SLAs)
ENGINEERING
- Easily gain context of issues with respect to customer cases
- Efficiently collaborate and align with support in meeting customer needs
- Provide support teams with faster resolution to customer needs
What is zAgileConnect?
zAgileConnect allows for bidirectional exchange of information between Salesforce and JIRA
By integrating Salesforce and Jira, zAgileConnect improves coordination between teams. It enables efficient collaboration and tracking as teams work on various customer-centric tasks.
The goal of this integration of Salesforce and Jira is to bridge the gap between Sales, Support, and Engineering and allow teams to work more efficiently towards resolving customer-related tasks.
zAgileConnect allows support teams to work more efficiently with product teams
As support calls are captured, help desk can create specific issues in JIRA for triage by engineering. Relevant issues may be further elaborated, prioritized and scheduled for delivery either as product patches or formal releases. Regardless of the resolution steps, help desk stays in sync throughout the resolution processes to ensure timely and accurate feedback to customers. The integration reduces the need for support teams to switch back and forth across applications in an attempt to catch up to the resolution state of each case.
Features & Benefits
| Collaboration | Exchange comments with JIRA |  |
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| Exchange attachments with JIRA | |
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| Share case-related information with JIRA | |
| Tracking | Create JIRA issues from Salesforce | |
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| View JIRA issue details in Salesforce | |
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| Edit issues in Salesforce | |
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| Transition issues through workflow states | |
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| Track JIRA issue activity via Chatter | |
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| Report metrics on cases with links to JIRA issues | |
| Search | Search relevant JIRA issues from Salesforce | |
The zAgileConnect Advantage
Through deep and rich integration between Salesforce and JIRA, zAgileConnect improves the productivity of Support Teams as it relates to their customer-centric activities. It helps them improve service-level agreement compliance and customer satisfaction. Its focus on support-centric use cases is key to ensuring that Support teams are efficient in tracking and resolving customer cases through the escalation lifecycle. This focus also distinguishes zAgileConnect from other similar solutions which merely copy data between the applications and fail to target any business problem or serve any constituent with respect to their functional capabilities.
Through seamless integration with and automation of internal business processes, zAgileConnect users are able to achieve significant measurable time savings and improvement in efficiency in turning around customer-reported cases and reducing time to case resolution.
Are you ready to get your support staff, developers and sales on the same page to support your customer needs?
Seamless Thread for Issues
“We have been using the zAgile connector for several months now and its been really useful for ensuring we have an integrated flow from Salesforce to JIRA and from our support team to our dev team. It also enables key dashboard data used for managing our teams. Its been easy to install and configure and the support has been great.”
CARIN LOCKHART, PROGRAM MANAGEMENT CONSULTANT, PRYSM
