How Quorum Cyber's Jira Integration Led to 60% More Service Desk Integration Requests

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TL;DR: Quorum Cyber, a Microsoft Solutions Partner and MSSP, automated incident management across multiple client Jira instances using service desk integrations. 

After implementing the solution, they saw a 60% increase in demand for service desk integrations, proving the value and creating organic network growth.

The MSSP Challenge: Manual Incident Management Across Multiple Service Desks

Security incidents don’t wait! They happen fast, and when they do, Managed Security Service Providers (MSSPs) need to act even faster. 

But what if the very tools meant to help you manage incidents are slowing you down?

Many managed security service providers (MSSPs) face the challenge of having to juggle multiple client environments, each with its own service desk instance, processes, and workflows. 

Teams then waste time on manual updates, duplicated tickets, and miscommunications. 

Quorum Cyber, a Microsoft Solutions Partner for Security and managed security services provider (MSSP), integrated their service desk (Jira) with their customers’ systems, fully automating incident management, reducing resolution time, and skipping manual handoffs. 

Today, I’ll share how service desk integrations gave MSSPs like Quorum Cyber an edge to improve response times, enhance service quality, and build new business opportunities.

The Problem: Whose Service Desk Should Own Security Incidents?

For MSSPs, it’s well known that speed and efficiency in incident resolution are a must. This is because clients depend on them for real-time threat detection and rapid response, where communication can never go wrong. 

Quorum Cyber implemented a service desk integration to automate incident management with its clients using Exalate. The results? 

Faster incident resolution, improved collaboration, and an automated, self-scalable integration network that works as an extension of their services to multiple customers.

So, what’s the whole story? 

The service Quorum Cyber offers involves monitoring and managing high-priority and low-priority security-related aspects on its customers’ behalf. 

So, they wanted to connect their customer portal, Clarity, with their clients’ service desks. 

This allows them to integrate various issue types (incidents, monitoring reports, vulnerabilities, and other custom requests), which are automatically synced to the end customer based on predefined criteria.

Quorum Cyber wanted a secure and easy way to track customer incidents without having to switch between applications. Most customers didn’t want to access the MSSP portal to constantly check for security updates or new events. So, they looked for something to allow them to connect their service portals with those of Quorum Cyber’s Jira sites. 

Their clients also wanted to know what happens behind the scenes automatically, such that when a status update hits an MSSP system, it’s pinged back to the client systems. 

When a client creates a ticket for a security incident, the Quorum Cyber team instantly gets notified in their own service desk so they can start a rapid response plan. 

For Quorum Cyber, getting this real-time visibility into service levels was important to retain control over its processes. 

The Solution: Automated Multi-Platform ITSM Integration for Incident Management

Quorum Cyber evaluated several approaches:

• Custom API integrations → Too resource-intensive
• Other Atlassian marketplace apps → Couldn't handle the customizability they required. 

They chose Exalate’s integration as a service offering because it enabled:

Real-Time Bidirectional Sync

When a client creates a security incident in their service desk portal, Quorum Cyber's team gets notified instantly in their own Jira instance, with all relevant context.

Client-Specific Customizations

Each integration can be configured differently based on client requirements. This flexibility proved essential to QuorumCyber as they extended their integration capabilities to connect with SolarWinds, FreshService, and ServiceDesk Plus (ManageEngine), ensuring they can serve clients regardless of their chosen service desk platform.

Preserved Workflows

Clients keep using their existing Jira workflows, terminology, and processes. No overhaul required. Whether a client operates on Jira, Freshservice, or any other supported platform, they maintain their familiar processes while benefiting from automated incident synchronization.

The Results: Faster Incident Response, Operational Improvements, Scalable Integrations

They could achieve the following with Exalate: 

• Increase their internal and external sync volume to enable automated incident management
• 60% increase in client demand for service desk integrations
• Faster average response and resolution time

But what happens beyond this? Their story doesn’t stop here. 

Turning Integration Into a Scalable Network

What started as a single peer-to-peer integration for MSPs and MSSPs like Quorum Cyber quickly evolved into a broader network of connected systems. 

Once they could integrate successfully with one client, it became easy to replicate the process for others. 

Most often in such setups, when customers see the benefits, they request integrations themselves, expanding the network organically.

This is a classic example of how a network effect kicks in: as more clients connect with this integration network, its value increases. 

Instead of being stuck in multiple siloed integrations, MSSPs can meticulously structure a scalable system where their clients, vendors, and partners can interconnect autonomously. 

Why Scalable Self-growing Integration Networks Are More Than Just an Efficiency Boost

Such scalable integration networks don’t just enhance service delivery; they also contribute to revenue growth. 

We have noticed that some MSSPs also include Exalate integrations as a line item in their service offerings, turning integration into a competitive differentiator. 

This ability to connect with their customer systems automatically improves collaboration and positions MSSPs as being more agile and responsive to customer needs. 

But scaling such networks isn’t without challenges. Addressing security concerns, having the required flexibility for each integration requirement, and contractual agreements all have to be taken into consideration. 

Also, providing integrations as part of contractual agreements isn’t feasible for all MSSPs. In my experience, it works best for companies in their growth phase, and for those who are scaling, if it is their primary objective. 

The process takes time, but the long-term benefits far outweigh the initial effort.

The Integration Strategy That Works Best for MSSPs

At Exalate, we believe in a vision of creating a network of connected companies where synchronized systems and workflows are the norm. 

MSSPs like Quorum Cyber reinforced this vision and made it practically possible. The more MSPs and MSSPs expand their network, the faster their incident response times and customer satisfaction become. It’s a self-scalable model that fuels growth. 

By embracing service desk integrations, Quorum Cyber automated incident management and increased operational efficiency – building a strong future for cybersecurity collaboration. 

And in a world where security threats move fast, the ability to respond even faster is the ultimate competitive edge.

What’s Next? 

For Quorum Cyber, onboarding new customers while ensuring compliance with data residency requirements became important. 

So, they chose to service customers through multiple Jira sites instead of a single-instance setup for better residency control, increased security, and faster onboarding. 

Atlassian’s enterprise plan for Jira made this even easier and seamless for Quorum Cyber to achieve the desired integration setup. A true win-win! 

How do you handle incident management across multiple service desks—are your integrations slowing you down or helping you scale? Let’s discuss!