Customer Incident Comms via Jira

Question

Does anybody have any experience or suggestions regarding using Jira to manage customer incident communications, for example can Jira be integrated with Salesforce, Gmail or MailChimp

The goal is that once we have an incident ticket created, we can email customers letting them know they are affected in a more automated manner, currently we have to manually send out comms

If anybody has any ideas on this, it would be greatly appriciated, if there's functionality in Jira to email customers customized incident comms etc or if we can link/integrate elsewhere

Diana_Architect_ZigiWave · Answer

@Asim Malik , hi. If you're open to exploring external help check out ZigiOps in the Atlassian marketplace. It's a fully no-code , 100% safe (none of the transferred data is saved) and easily customizable. The ZigiOps integration platform connects Jira-Salesforce bi-directionally, automates data transfer (tickets, incidents, issues) and keeps them in sync in real-time. Feel free to explore it and even try it yourself via the Free Trial option.

Regards, Diana

Dhiren Notani_Exalate_ · Answer

Hi @Asim Malik ,

I am Dhiren, one of the Solution Engineers working at Exalate.

If you are looking to integrate Jira Incidents with Salesforce Cases then I would highly recommend you to try out Exalate.

Exalate uses a decentralized approach for integration, meaning each side can independently share and receive the information that they want to!

You can easily automate the process of creating tickets in Salesforce (from Jira) by creating Triggers.

Also, the Groovy scripting engine provided by Exalate offers you a lot of customizations and flexibility.

Do let me know if you want to know more about the solution.

Thanks, Dhiren

Ste Wright · Answer

Hi @Asim Malik

How are you identifying those customers who are impacted by an incident?

There's a few options I can think of from within the Atlassian ecosystem...

* Use Statuspage to communicate with users
* Send an email using Automation, if the customers are identified from within Jira with user data that can be utilised in the rule

Outside of this, it should be possible to send a notification to Salesforce or similar, using an API/web hook - but it depends what you want it to "do"

I'd also check out this help page potentially

Ste