zAgileConnect allows for bidirectional exchange of information between Salesforce and JIRA. It facilitates improved coordination between teams across the two applications so that both sides may efficiently collaborate on, exchange information, and track various activities as they work on various customer-centric tasks.
The goal of this integration is to bridge the gap between Sales, Support and Engineering and allow them to work more efficiently towards resolving customer-related tasks.
zAgileConnect delivers integration and flows specifically targeted for Customer Support (i.e. Case-centric). However, other Salesforce objects, such as Account, Lead, etc. and related workflows will also be supported in future releases.
The key focus of zAgileConnect is to allow support teams to work more efficiently with engineering. As support calls are captured, help desk can create specific issues in JIRA for triage by engineering. Relevant issues may be further elaborated, prioritized and scheduled for delivery either as product patches or formal releases. Regardless of the resolution steps, help desk stays in sync throughout the resolution processes to ensure timely and accurate feedback to customers. The integration reduces the need for support teams to switch back and forth across applications in an attempt to catch up to the resolution state of each case.
zAgileConnect supports both types of JIRA instances – On-Premise (hosted within your corp firewall) as well as On-Demand (hosted by Atlassian).
Using zAgileConnect, Customers Support can create and track JIRA issues from within Salesforce. Each issue automatically maintains the context of the customer case from where it is initiated. As the issue moves through the resolution workflow in JIRA, its real time status is reflected back within the context of the Case(s) it represents in Salesforce. A Case may initiate multiple JIRA issues. Conversely, any issue in JIRA may also be linked to one or more Cases. And finally, Customer Support can also interact with JIRA issues, add attachments and comments, change priorities, assign versions and releases, etc.-- all from within the Case application in Salesforce.