Client
Global Digital Commerce Agency
Challenge
The Client used to handle most of their business and sales processes in Jira Atlassian. One of the processes the Client required was that when a user changed an Opportunity stage, they also needed to create a new issue. This new issue could be for further approval of workflows or financial and legal processing.
However, this approach was inefficient in terms of time and cost, since sales teams needed to log into Task Management every time in order to create a new issue.
Also the Client came to us to make their business flows more time and cost effective. As they had a challenging request for our Salesforce Consultants. The Client needed us to move some of their business processes to CRM. However, they also needed some of those workflows to stay in Atlassian. So our Salesforce Developers team had to implement a Salesforce and Jira Helpdesk integration.
Salesforce Jira Integration Solution
A Salesforce Jira Integration was the perfect solution for this type of challenge. As it gives both the customer success team and the backend team real-time visibility into each other’s tasks. With this level of visibility, the coordination between the teams is easier, customer’s team resolves issues faster, also customer communication is seamless.
Our team at Peeklogic delivered this complex solution to the Client and provided the following benefits:
- Complete transparency into each customer issue
- Faster resolution of customer issues
- Increased productivity
- Higher customer satisfaction scores
Solution Components
There were several components to this complex solution. One component included our implementation of a Salesforce and Jira connector. This automated the ticket creation process in Accounts and Opportunity objects.
The Salesforce Dedicated team also created secure communication by implementing authorization in Salesforce Named Credentials.
Another component of this solution was storage of the integration configuration. We stored some of it in Custom Settings, such as Jira fields, Issue Types mapping and the configuration for sending failure reports.
We added a dynamic buttons component to Opportunity objects. This helped users more easily submit different Issue Types at different Opportunity Stages.
Then our Salesforce Developers team implemented an automated issues creation process in Jira Service Desk. This means that our logic creates issues now automatically in the helpdesk when creating new Opportunity or Opportunity Stage changes as well as dynamic field mapping:
