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Service Cloud and JIRA – Connector Roundup

Making it easy for support teams to escalate issues and collaborate with engineering is one of the most common requirements we hear during Service Cloud implementations. More often than not – the engineering or development teams are using JIRA to track issues and manage the product backlog.

So how do you connect Service Cloud with JIRA? We’ll give you our take on some of the best options, from connectors to custom web service integration.

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Connectors

Each of the connectors below is available as an AppExchange package and requires some setup on both the Service Cloud and JIRA side.

  • Go 2 Group
    • Pros: One of the more feature rich connectors, custom mapping, can configure case comment visibility, allows linking of multiple cases to JIRA tickets, maps incoming JIRA tickets to accounts/contacts in Service Cloud
    • Cons: May have difficulty supporting multiple JIRA tickets associated to one case
    • Pricing: ~$2000 per year
  • Wikidsmart
    • Pros: Supports many to many mapping of JIRA tickets/cases, view/update JIRA tickets in Service Cloud, comes with Confluence integration and others
    • Cons: More expensive due to additional integrations, may be overkill for Service Cloud/JIRA use case
    • Pricing: ~$10,000/year
  • Service Rocket
    • Pros: Simple user based pricing, quick setup and configuration, supports multiple tickets to one case
    • Cons: No control over visibility of comments synced from JIRA
    • Pricing: ~$10 per 10 users per year

Custom Web Service/API

If you need full control over the integration process between Service Cloud and JIRA and you have resources who understand how to work with APIs, then custom web services may also be an option worth looking at.

Salesforce has both SOAP and REST based APIs which allow approved external systems to query data, create records, and make updates. Salesforce can also send outbound messages, or make API calls to a JIRA endpoint, for the purpose of creating new tickets, updating fields, or adding new comments/attachments.

Custom Integration

  • Pros: Full control over what data gets sent and when, no ongoing license costs from a connector
  • Cons: Will need to rebuild much of the functionality available out of the box with connectors, need development resources on both JIRA and Salesforce side

Generally speaking, a connector is the simplest, and most straightforward approach for making Service Cloud and JIRA talk. Of the three connectors we’ve presented above, we have generally found Go2Group’s version to be the most configurable and powerful.

If you’ve had JIRA integration experience – or are looking into it – feel free to leave us a comment or get in touch @Perficient!

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