A Day in the Life of an Admin: Before & After Integration

[Sonal Nagpal]

If you're a Jira Admin, this might feel a little too familiar 👇

Before integration:

• Manual Jira ticket creation

• Copy-pasting descriptions

• Re-attaching files

• Re-explaining customer context

• Chasing updates across tools

• Slack messages, emails, spreadsheets everywhere

By mid-day, you’re not managing systems — you’re managing transfers.

“Why does it feel like I’m the integration layer between Salesforce and Jira?”

After integration:

• Cases sync directly to Jira

• Context flows automatically

• Status updates sync back

• No duplicate work

• No missing information

• No constant follow-ups

• One connected workflow

Now you’re managing systems, not chaos.

The real problem isn’t tools — it’s fragmentation

CRM and Jira are both powerful on their own.
But when they’re disconnected, admins become the bridge — and that’s not scalable.

Integration isn’t about automation alone.

It’s about:

• Reducing admin fatigue

• Preserving context

• Improving engineering response time

• Creating cross-team clarity

• Making daily work sustainable

Curious how others are handling CRM ↔ Jira workflows today?

- Are you still doing manual handoffs?
- Using custom scripts?
- Middleware tools?
- Native connectors?

Would love to hear real-world experiences from fellow admins and teams ? 

[s_gridnevskii]

We use Jira REST API to create work items from HR system to Jira, e.g. Onboarding.  But it is only one-way integration - after ticket is created work is done.

We use two-way integration between CRM and jira. CRM can create issue in Jira using web call in automation and registers callback url in issue property. When important event happens (e.g. issue is resolved) automation rule extracts remote server URL from issue property and makes a web call to CRM passing field values and last comments.

[Robert Eiser]

We use the Jira CRM integration by Goldfinger Holdings https://marketplace.atlassian.com/apps/1220331/crm-salesforce-integration-for-jira

When a new work item is created in specified projects, the integration automatically creates a related case in our CRM. Any records related to the case in the CRM are also visible in Jira. There is a button on the CRM case that allows us to create new Jira work items, but our team usually creates in Jira first. Comments and fields sync across both systems. 

[Spencer Hudson]

great post and timely in the next couple of months we're about to start an integration project with 2x systems (1) Portfolio Project Management solution; and (2) IT Ticketing system.  Different drivers but really interesting to see your comment about fragmentation.   Defiantly going to be watching this post and updating ... also open for conversations.