Jira + Salesforce connector

Question

We have our customers creating support cases via our dashboard that come into Salesforce. We would like to integrate and migrate cases from Salesforce to Jira, which I know is possible through the Service Connector. How does customer communication work in such a scenario? Once a case is created in Jira from Salesforce, if we need to communicate back with the customer, can we do it in Jira? If so, what happens when customer responds back? Are the responses synced in both Jira and Salesforce?

Diana_Architect_ZigiWave · Answer

@Vijitha Chennupati hi there! Do you use any tools to connect your systems? There are tools (3rd party ones) that can connect the two systems, sync their data and keep them up to date in real time (and allow you to migrate the data you want). Such is ZigiOps. It will connect the two and sync them so when you have a case in SF it will automatically transfer it in Jira as an Issue. With a 2-way connection, any time a change occurs in one of the systems it will appear in a matter of seconds in the other (real-time update). You can tailor it to fit other use cases that may pop up on the go, without additional coding.

Check ZigiOps here, at the Atlassian Marketplace. Or, if you want to see it in action-feel free to book a demo (it's free & non-binding).

Regards, Diana (ZigiOps team)

Dhiren Notani_Exalate_ · Answer

Hi @Vijitha Chennupati ,

Can you please specify which connector you are talking about and what's the exact use case here?

Do you somehow want to sync Salesforce cases to Jira issues and also want the updates from Jira to reflect back to Salesforce cases and somehow create a link between the 2?

In that case I would recommend you to try Exalate.

Thanks, Dhiren