The ServiceRocket Connector for Salesforce.com and JIRA is the most popular Salesforce Connector on the Atlassian Marketplace. The following is a use case for the product. For more information on how the Connector can be used to improve workflows, processes and visibility, register for a Jam Session.

...and why support teams, developers and managers love connecting Salesforce.com and Atlassian JIRA.

by Daniel Luebke (@danieljluebke) and Jesse Miller (@jessemillerjom)

Salesforce.com (Salesforce) may be the world's largest SaaS platform, but it is often a foreign environment to developers who work in popular tools like Atlassian JIRA. There are many cases when data and communication features native to Salesforce would be useful to developers and potentially vice versa. Granting developers full access to Salesforce would probably be overkill - at a hefty price - as much as $300 per user every month.

The Problem

Your Support Team handles cases in Salesforce, perhaps through Service Cloud. When a support case turns out to be a bug, it requires the attention of your developers, who work in JIRA. So why not just create a JIRA issue mirroring the Salesforce case? Manually copying the details to an unlinked and un-synced JIRA issue is tedious, in-efficient, and

Errors in handling and communication will multiply when the issue requires more than a quick fix or single agent operation. Manually replicating information means manually updating information. With two different objects worked on by two different teams, this is a hassle that could quickly become costly. If the JIRA developers need to reach out to the customer for additional information on the case they need to go through the support engineer to engage with the client.

The Solution: Create and Sync Your Data and Communications

Using the ServiceRocket Connector for Salesforce.com and JIRA synchronizes comments, fields, attachments and more to eliminate the need for manually replicating and updating cases and issues. Developer to client communication is straightforward, visible, and kept in sync. The developer publicly comments on the issue, the client receives an email, replies, and the development team can go to work.

How to get started with the Connector

The Connector for Salesforce.com and JIRA is available in the ServiceRocket Marketplace, the Salesforce Appexchange as well as OnDemand and behind the firewall in the Atlassian Marketplace. Get started today with a free 30 day trial.

We're also offering bi-weekly "jam sessions" to overview the most common functions of the Connector and to offer an opportunity for questions.

See it in action at Dreamforce!

We're teaming up with Atlassian to share our Connector with over 120,000 attendees at Dreamforce, Salesforce.com's annual conference. We hope you can join us!