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 has the ability to 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 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 organisation in automating the IT ecosystem, saving huge number of resource hours and investment.
Similarly, a well-known system called JIRA, mainly used by organisations for issue tracking, bug tracking and agile project management, apart from its main functionalities, offers integration options with other major systems used by organisations to share and manage data efficiently.
In a typical customer service environment, it is important to have a ticketing system in place, in order to log, track and resolve client issues. It enables organisations to understand its 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 are then assigned to different resources 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 them to be a power combination for any organisation 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, our minds might have popped a very important question – How do we know that our organisation really needs an integration between Salesforce and JIRA? What are the factors to consider to even reach to a conclusion that we should have an integration in place?
Here are some indicators:
- 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
- You have people entering the same data manually in Salesforce and JIRA
- Your resources are spending more time entering data than doing the actual job
- You have duplicate records or bad data
- Your SLAs are not met for issue resolution
- Low resource efficiency
- You witness data mismatch in project, issues or bug tracking which is creating confusion between teams/resources
- You are losing clients due to delayed, incorrect or unresolved issues logged
- Inaccurate data analysis and forecast due to incorrect or varying data
JIRA is well integrated with Atlassian suite like Confluence etc, which makes self service and other knowledge article databases seamless.
Now that we know we need an integration in place between the two systems, what should we really look for in an integration to best serve our organisation?
- Connector with prebuilt templates
- Correct and seamless field mapping
- Fully compatible with your Salesforce and JIRA versions
- Auto sync functionality with as low as 3 minutes or even real-time
- Ability to make the integration bi-directional
- Provides error logs and notifications
- Ability to connect cloud to cloud or cloud to on-premise applications
- Simple interface and ability to add new connectors in no time
- Cost effective i.e. higher ROI
Correct field mapping is one of the most important functionalities an integration tool should offer you. Let’s look at standard field mappings offered by DBSync which are ideal and are preferred by most of the organisations using Salesforce and JIRA.
Salesforce 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 helps you 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 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
Integrating the two systems, Salesforce and JIRA, offers complete transparency in communication and supports cross – team work, making it more effective and productive. With the help of DBSync integration platform, it becomes easier for organisations to manage and track issues on both the systems with high levels of accuracy, leading to higher customer satisfaction and organisational 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 firstname.lastname@example.org or call 1-877-739-2818 to get more information. Alternatively, reach out to your Account Manager if you already are a DBSync user.