How to Integrate Jira and Salesforce?

This article was written by Yuliya Nesen from Peeklogic

Introduction

Atlassian Jira can integrate with Salesforce in a single environment with two-way automated data synchronization via a specialized Connector tool.

Let us briefly explain the purpose of this article. A quick integration between Salesforce and Jira can significantly improve several business processes, including the interaction between the involved teams.

Enterprise Service Management (ESM) treats organization members as internal customers. Much like external customers, employees value solutions that enhance their efficiency and job satisfaction and do not praise mundane, repetitive, and non-creative tasks. By integrating Jira and Salesforce through the Peeklogic Connector, ESM eliminates the need for manual task management, a process that is notably non-creative, labor-intensive, and costly. 

Here is a short list of tasks you can do with two integrated systems:

  • Create Jira tickets from Salesforce manually or automatically in real-time;
  • Comment on Jira tickets from Salesforce manually or automatically in real-time;
  • Create/update Salesforce records from Jira manually or automatically in real-time;
  • Add attachments;
  • Track Jira tickets in Salesforce in real-time and receive real-time notifications;
  • Build reports on Salesforce to see real-time data.

Does this idea spark joy in you?
Read the article to learn how this simple integration can benefit your business.

Once Upon a Time… 

Imagine Lone Star Realty Solutions (the name is altered), a major real estate agency specializing in the renovation and sale of homes on the secondary market. The agency uses Salesforce to manage client relationships and sales processes. From time to time, they need to configure, add, or fix something within Salesforce. For these tasks, they engage an external IT team.

At the beginning of their cooperation, they faced a complication: teams used different systems. While the client’s team managed its processes within Salesforce, the IT team used Atlassian Jira. Therefore, the process of assigning client tasks to Jira was quite chaotic. Tasks were assigned manually after requests arrived via phone calls, emails, and instant messengers.

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The mess did not end with manually inputting tasks. If anyone from the client side wanted to update the task status, they had to use these external communication channels again. This inefficient workflow resulted in wasted time, increased errors, and potential data loss.

A reasonable solution is to automate the connection between Jira and Salesforce, creating a unified system to enhance efficiency for both teams. That is how the first version of the Salesforce-Jira Connector was born.

Why Should We Integrate Salesforce and Jira?

Let us provide some background. Over the past decade, the amount of new software has exploded, and now we have a CRM, platform, or web application for every process in every business. On the one hand, this is beneficial. Even the smallest companies can use a dozen of various services to automate business processes, while large companies might use hundreds.

On the other hand, each system requires investments of money and time. Often, maintaining different systems takes so much time that doing it manually would be simpler. The paradox: businesses invest in IT systems to save resources, but spend even more for managing them. 

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Integration is the answer. A unified IT ecosystem helps achieve real savings. Therefore, many companies are now focusing not on buying and implementing new systems, but on refining and integrating the existing ones.

Atlassian Jira and Salesforce are two giants in the software platform market. They serve different purposes, so it’s not uncommon to find both systems in one company. The Peeklogic Connector for Jira and Salesforce can unify them into a single system.

How to Integrate Salesforce and Jira in Two Steps

  1. Download Peeklogic Connector for Salesforce and Jira from the AppExchange and install it on your Salesforce org.
  2. In 7-8 minutes, you can configure it using video instructions.

Important: no code is needed. 

https://www.youtube.com/watch?v=05MiLoNG6XM

What Is Next: How to use Salesforce & Jira Integration 

Now that you have integrated Salesforce and Jira through the connector, you can do the following:

  • Open a ticket from Jira, and it will automatically synchronize with Salesforce and create a Salesforce Case.

how to use Salesforce & Jira Integration

  • Write updates, comments, and add documents to the Jira ticket, and set up automated synchronization so they appear with the Salesforce case.
  • Add comments and attachments to an open case in Salesforce, and they will appear in the related Jira ticket after a short while.
  • Create a Salesforce record, and it will automatically create a ticket in Jira.

create a ticket in Jira with salesforce record

Briefly, Peeklogic Connector for Jira and Salesforce allows you to set up a two-way data flow between the two systems. Not only tech experts can use it, but also common users like sales managers. Working with an integrated Salesforce-Jira system, they can create and manage cases, add comments and attachments, and even use emojis.

🔥🔥🔥

Who Uses Jira+Salesforce Integration and Why

We’ve already told the story of Lone Star Realty Solutions, the real estate agency that brought the Peeklogic Connector for Jira and Salesforce to life. They were the first to install the new connector and noted an increase in the ticket response time. The reason is simple: the support team no longer handles tickets manually and has more time for resolving issues.

Here is a short list of other (anonymized) companies that use the Jira-Salesforce Integration.

  • Law Firm: Installed the Connector and now can focus on their clients’ needs instead of dealing with CRM inefficiencies.
  • Legal Technology Software Company: Implemented the Connector and successfully integrated two SaaS productivity apps, allowing collaboration between two departments.
  • Bank: Used the connector to enhance the internal team’s visibility on support cases and improve the customer support experience.
  • FinTech Company: Installed the connector to create and sync Jira issues from Salesforce and view cases on related Jira tickets.
  • Educational Institution: College of Applied Arts and Technology created an integration between Salesforce and Jira to create Jira issues automatically. 

It is not easy to calculate the benefits of Salesforce and Jira integration. It depends on the company size, existing processes, the number of people involved, and other factors. However, on average, it allows for a 62% time savings on task management and request processing. Sounds good, right?

Conclusive Thought

Integrating Jira and Salesforce is easy and straightforward. This integration saves time and human resources by automating data synchronization and streamlining workflows. With less manual data entry and fewer communication barriers, teams can focus on more critical tasks, resulting in increased efficiency and productivity.

 

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