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Sync SLA with CRM to Increase Customers Loyalty


Would you like to talk to a person who always forgets your name? Same story with your customers. They need all your attention and care. Otherwise, your relationship won’t last long. 33% of customers abandon a business because personalization was lacking. Additionally, 80% of consumers are more likely to support brands with personalized support. 


The best way to gather all the info about customers and maintain the core business activities is to use a few systems. 

  • You need Google Analytics to track how the traffic comes to your Marketplace and what they’re looking for. 
  • When some issue arises with your product, customers could report requests or complaints. As a vendor, you should maintain Jira or another support portal (which is even more complicated).
  • To see all your customers, their statuses, deals type, and amount, you need Customer Relationship Management software (CRM).

All these pieces are just the tip of an iceberg in a way to turn your customer into promoters.


SaaSJet, as an Atlassian Vendor, keeps working to be client-centric. We’d like to share a few popular solutions that we’ve tailored for our purposes. This instruction is about moving your SLA’s key indicators from Jira to any CRM that supports API. Let’s start.

1. Set your SLAs.

If you already use SLA Time and Report, then you know what the SLA Configuration is. If not, just visit our Demo instance or read more details in the documentation.

2. Turn on synchronization.

Once you’ve configured your SLA and it measures the time between right events, it’s time to activate the Synchronization of SLAs Target date and status. It's a simple step, please follow the instructions for the Classical Project (Organization managed) and Next-gen (Team managed) one. Once done, you can use it for Jira Gadget, search via JQL and call data by API.

3. Be sure to choose the fields to connect data between the CMS and Jira.

It must be the fields that have 100% match in both systems. For example, if you have SLAs for your customers and Jira issues include the same email as contacts in CRM, then utilize that one. If the user's contact info isn't the best option, use the company name.


Atlassian Jira

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4. CRM settings.

In the CRM you should create two custom fields that will receive data from Jira. Let’s name those fields accordingly: SLA Time to Resolution & SLA Target date. Once done, you’ll need a bit of engineering effort (if it's the first connection between those systems) or simply add two new fields to the existing connection.

We use the company name as a connection field, which is the same in Jira and CRM. That’s how a salesperson who works mostly in CRM, will see a request from a particular customer to the support team, and the status of it.

Look at the examples below. 

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That’s it. Our goal to migrate SLA data from Jira to CRM is completed.

If you still have those two systems out of synchronization, we strongly recommend putting this task on the RoadMap. We believe it will open the door to understand your customer better and not market new extremely useful features until your support team is working in the direction to fix existing products. 

Product experience isn't only product features itself. It’s all touching points between you and your customer. Make sure to keep everything connected and share your experience.



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