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Imagine this: your sales team logs an urgent customer issue in Salesforce, but the development team, working in Jira, doesn’t see it for hours—or worse, days. Frustration mounts, timelines slip, and customer satisfaction takes a hit. If this sounds familiar, you’re not alone. The disconnect between project management tools like Jira and customer relationship management systems like Salesforce is a common challenge that costs teams time, efficiency, and sometimes even revenue.
This is where integration steps in to save the day. A two-way sync ensures real-time, bidirectional communication between Jira and Salesforce, allowing data to flow seamlessly between both platforms.
In this guide, we’ll show you how to bridge the gap between Jira and Salesforce with a step-by-step walkthrough for setting up a two-way sync. Whether you’re a project manager, developer, or sales leader, this guide will empower you to create a streamlined workflow that enhances productivity, improves collaboration, and ultimately delivers better results for your customers.
Why Integrate Jira and Salesforce?
Integrating Jira and Salesforce isn't just about connecting two platforms—it’s about transforming the way your teams work together. By creating a seamless flow of information between development and sales, you can address common inefficiencies and unlock significant business value. Here’s why integrating these two industry-leading tools is a game-changer:
1. Enhanced Collaboration Between Sales and Development Teams
Sales and development teams often rely on Salesforce to manage customer relationships and Jira to track and resolve issues. With a Jira-Salesforce integration, teams collaborate more effectively, facilitating real-time communication and data sharing. Without integration, these teams operate in silos, leading to missed updates, misaligned priorities, and slower issue resolution. A Jira-Salesforce integration ensures that everyone has access to the same real-time information, enabling better communication and tighter alignment.
For example, when sales logs a customer-reported bug in Salesforce, it automatically appears in Jira for the development team to tackle—no back-and-forth emails required.
2. Improved Data Accuracy
Manually transferring data between Salesforce and Jira is prone to errors, duplications, and inconsistencies. Whether it’s mismatched priorities or overlooked updates, these mistakes can slow down progress and erode trust between teams. Integration eliminates manual updates, ensuring that information is always accurate and consistent across platforms. This means fewer headaches for your teams and a more reliable workflow.
3. Streamlined Processes
Integrating Jira and Salesforce enables automation of repetitive tasks, freeing up your teams to focus on what they do best. For instance:
Sales can create a support ticket directly from Salesforce, which automatically generates a corresponding Jira issue.
This integration helps with bug fix by syncing issues between Salesforce and Jira, allowing developers to address bug fixes and keep customers updated in real time.
Status changes or resolution updates made in Jira sync back to Salesforce, keeping sales informed without additional effort. This automation simplifies workflows, reduces response times, and ensures no critical task falls through the cracks.
4. Better Decision-Making
Disconnected systems mean fragmented data, making it difficult to see the big picture. By integrating Jira and Salesforce, you centralize information, providing both teams with a unified view of progress and challenges. Development can prioritize tasks based on customer impact, while sales can deliver timely updates to clients, improving overall customer satisfaction. Informed decisions become easier when all stakeholders share a clear understanding of the situation.
Integrating Jira and Salesforce doesn’t just save time—it builds a foundation for better teamwork, greater efficiency, and smarter decisions. In the next sections, we’ll dive into how you can achieve this with a two-way sync that bridges the gap between these two essential platforms.
How Does a Two-Way Sync Work?
A two-way sync is the backbone of a seamless integration between Jira and Salesforce. It establishes a real-time, bidirectional data exchange between the two platforms, ensuring that any updates made in one system are automatically reflected in the other. This eliminates the need for manual data transfers and ensures both teams—sales and development—are always on the same page.
What Exactly Is a Two-Way Sync?
In simple terms, a two-way sync allows data to flow in both directions between Jira and Salesforce. Changes made in Jira, such as updating an issue’s status, priority, or comments, are mirrored in Salesforce. Similarly, updates made in Salesforce, like modifying a customer case or adding new information, instantly appear in Jira. This constant, automated synchronization keeps both platforms aligned and up to date.
Key Data Points That Can Be Synchronized
Two-way sync isn’t a one-size-fits-all solution. You can customize it to synchronize the data most relevant to your workflow. Commonly synchronized data points include:
Issues (Jira) ↔ Cases (Salesforce): Automatically create and update corresponding records in both systems.
Statuses: Keep ticket or case statuses in sync (e.g., "In Progress" in Jira updates to "Under Review" in Salesforce).
Comments: Share notes, updates, or feedback added in one system across to the other for context and transparency.
Custom Fields: Sync custom data like priority levels, due dates, or customer IDs.
Attachments: Ensure files or documentation added to a ticket in Jira are accessible in Salesforce, and vice versa.
Sales Reporting Bugs or Feature Requests Directly to Jira
When a customer reports a bug or requests a new feature, sales can log the case in Salesforce. With two-way sync, this case automatically creates a corresponding issue in Jira for the development team. Any updates, such as progress or resolution, sync back to Salesforce, allowing sales to keep the customer informed without chasing down details. This reduces the need for inefficient practices like phone calls by providing real-time updates.
Development Sharing Status Updates with Salesforce
As developers work on resolving a bug or building a feature, their progress is tracked in Jira. A two-way sync ensures that these updates—status changes, new comments, or attachments—are reflected in Salesforce, giving sales teams visibility into the current state of the customer’s request.
Customer Issues and Critical Escalations
For high-priority cases, syncing ensures immediate visibility across teams. For example, if a customer escalates an issue in Salesforce, Jira can reflect this urgency by flagging the corresponding issue, enabling the development team to act quickly. This seamless communication improves the resolution process for customer issues.
Streamlined Customer Feedback Loops
Feedback collected in Salesforce—such as customer reviews or suggestions—can be automatically shared with Jira. Similarly, development notes or fixes recorded in Jira can feed back into Salesforce, helping sales provide informed updates to clients.
By synchronizing key data points in real time, a two-way sync between Jira and Salesforce not only connects your systems but also bridges the gap between your teams. This integration fosters collaboration, enhances efficiency, and ensures that every stakeholder has access to the information they need to excel. Let's explore how to prepare for and implement this game-changing integration.
Preparing for the Integration
Before diving into the technical steps of integrating Jira and Salesforce, it’s crucial to lay a solid foundation. Proper preparation ensures that the integration aligns with your goals, operates smoothly, and delivers value to both teams. Here’s how to get started:
1. Define Goals
Start by identifying what you want to achieve with the integration. This step ensures that your integration efforts are purposeful and tailored to your team’s needs. Ask yourself and your stakeholders:
What specific problems are we trying to solve? (e.g., miscommunication, delayed updates, data duplication)
Which teams will benefit most from this integration?
What outcomes do we expect? (e.g., faster issue resolution, better customer updates, fewer manual tasks)
Example Goals:
Streamline the process of creating Jira issues from Salesforce cases.
Provide real-time status updates to sales teams without involving developers.
Synchronize customer feedback between Salesforce and Jira for continuous improvement.
2. Choose the Right Tool
The success of your integration depends heavily on selecting the right tool. Different integration platforms offer unique features and levels of customization. Evaluate your options based on your goals, budget, and technical requirements. Consulting with an integration expert can help tailor solutions to your specific use cases, enhancing the effectiveness of the integration process.
Getint: Offers powerful custom integrations with a focus on flexibility, supporting real-time sync, field mapping, and robust monitoring.
Zapier: Great for simple, trigger-based automations but may lack depth for complex workflows.
Native Plugins: Some platforms offer direct integrations, though these might have limited flexibility compared to third-party tools.
Tip: Prioritize tools that allow for scalable customization, secure data handling, and reliable support. If your workflows are complex, Getint may be the best fit.
3. Permissions and Access
To ensure the integration runs smoothly, both Jira and Salesforce need the appropriate permissions and access. This step involves:
User Roles: Verify that the user accounts connecting the systems have administrator or integration-level access in both Jira and Salesforce.
API Access: Enable API access for both platforms, as most integration tools rely on APIs to exchange data.
Security Measures: Ensure the integration tool complies with your organization’s security policies, such as encryption and role-based access controls.
4. Data Mapping
Plan which fields and data should synchronize between Jira and Salesforce. Data mapping ensures that the right information flows between the systems without creating confusion or clutter.
Standard Fields: Link basic fields like case titles, issue descriptions, priorities, and statuses.
Custom Fields: If you use unique fields in either platform, map them to ensure critical data isn’t lost.
Bidirectional or Unidirectional Sync: Decide whether specific fields should sync in both directions or only from one system to the other. For example:
Unidirectional Sync: Case creation (Salesforce to Jira).
Tip: Document your data mapping plan before implementation to avoid errors and ensure all stakeholders understand how the sync works.
By defining clear goals, choosing the right tool, configuring permissions, and mapping your data, you’ll set the stage for a successful Jira-Salesforce integration. Thoughtful preparation not only minimizes disruptions during implementation but also ensures that the integration delivers measurable benefits to your organization. In the next section, we’ll walk through the step-by-step process of setting up a two-way sync.
Setting Up a Two-Way Sync Between Jira and Salesforce with Getint
Integrating Jira and Salesforce with a two-way synchronization enhances collaboration and streamlines workflows between development and sales teams. Below is a comprehensive guide to setting up this integration using Getint, a robust integration platform.
1. Choose and Install the Integration Tool
Selecting Getint for Integration:
Getint offers a seamless integration solution between Salesforce and Jira, providing a user-friendly interface and a no-code approach that simplifies setup and management. With pre-built templates and customizable mapping, it facilitates quick configuration tailored to your specific needs.
Installation and Setup:
Access Getint:
Navigate to the Atlassian Marketplace, go to your Apps section in Jira, and search for the Getint Salesforce integration app.
Install the App:
Follow the on-screen instructions to install the Getint app into your Jira instance.
Launch Getint:
After installation, access the Getint app from your Jira dashboard to begin the integration process.
2. Authenticate Jira and Salesforce Accounts
Connecting Jira:
Generate API Token:
Log in to your Atlassian account and visit Atlassian Account Settings.
Go to Security and select “Personal API Token”.
Click on “Create API token” and provide a label for your token to identify it.
Click “Create” to generate the token.
Copy the token and ensure it is stored securely in a safe location.
Establish Connection:
In the Getint app, select “Create Integration” then “Continuous Sync” or “Migration” based on your requirements.
Click on the “Start with mapping types” button, and the “Map Your Types for a Seamless Integration” tab should pop up.
Map task to case, account, or contact, and you can add another mapping type with subtask to subtask.
Connecting Salesforce:
Generate API Token:
To connect with Salesforce, users must grant an API token to Getint via the OAuth authentication method.
Establish Connection:
In the Getint app, create the connection for your Salesforce instance with Salesforce’s API token.
Remember to give a name to your integration, then create it.
3. Configure Data Mapping
Mapping Types and Fields:
Map Item Types:
Use the “Add Mapping Field” button to map different fields of your workspaces to integrate them.
The menu at the top can be used to navigate the Type Mapping Configuration screen to edit different settings of your mapping, such as Status and Comments & Attachments.
Map Fields:
Use the step-by-step configurator to map your fields, for example, Assignee to Assignee, Priority to Priority, Title to Title, and so on.
Click on the arrows in the middle to define the synchronization flow (updates only unidirectionally from left to right, from right to left, or bidirectional).
Click the “Apply” blue button at the right bottom to save the changes made.
Map Statuses:
Use the dropdowns to map them according to your organization parameters, and click Apply to save the changes made.
4. Set Up Sync Rules
Define Synchronization Flow:
Directionality: Determine whether the synchronization should be unidirectional or bidirectional for each field.
Set the synchronization flow by clicking on the arrows in the middle during field mapping. It is important to configure 'remote site settings' in Salesforce to facilitate external server calls.
Configure Filters:
Filtering Options:
It is possible to filter the synchronization to have them customized for your needs and requirements.
UI Filtering Option:
Click on the filtering icon near the app icon in your integration.
Select if the filtering will apply to All items, New items, and Synced items.
Choose the options and add the value for the filter.
Select Apply once you created the filters and Save the integration.
Under the field Custom JQL, provide a JQL, which will be the filter for your sync and appended to the one generated when searching for issues in Jira (e.g., status in (‘In Progress’)).
Save the integration. Ensure you add a 'new remote site' for successful connectivity with Jira Service Management.
5. Test the Integration
Verify Functionality:
Create Test Records:
Create a test ticket on both sides to check if it’s working.
Monitor Synchronization:
Ensure that changes in one platform reflect accurately in the other.
Troubleshoot Common Issues:
Check Logs:
Access the Getint app to review logs for any errors or warnings.
Validate Field Mappings:
Ensure all necessary fields are correctly mapped and that there are no conflicts.
6. Deploy and Monitor
Finalize Settings:
Once testing confirms the integration is working as expected, lock in your configurations. Double-check sync rules, field mappings, and filters to ensure alignment with your goals.
Activate Integration:
Enable the integration to begin the real-time synchronization process between Jira and Salesforce. Ensure all users who rely on the integration are informed about its activation.
Regular Reviews:
Periodically review the sync performance to ensure data is flowing correctly. Pay close attention to logs for any errors or delays in synchronization.
Error Handling:
Utilize the error logs within Getint to identify and resolve issues quickly. Common errors may include missing permissions, field mapping mismatches, or API token expirations.
Refine and Optimize:
As workflows evolve, revisit your sync rules and data mapping to ensure the integration continues to meet the needs of both teams. Add or update custom fields as required to reflect new business processes.
Best Practices for Ongoing Monitoring:
Set Up Notifications:
Enable email or platform alerts for critical sync issues so you can address them promptly.
Define Ownership:
Assign a specific individual or team to oversee the integration, handle troubleshooting, and make updates as needed.
Measure Impact:
Use reporting features within your integration tool or Salesforce/Jira to analyze how the integration improves efficiency and reduces manual work.
Setting up a two-way sync between Jira and Salesforce is a step toward aligning your teams and improving collaboration across your organization.
For organizations looking to maximize their integration’s potential, Getint provides an intuitive, flexible platform that simplifies even the most complex workflows. Start your integration journey today and experience the benefits of seamless collaboration.
Common Challenges and How to Overcome Them
Integrating Jira and Salesforce with a two-way sync is transformative, but it’s not without its challenges. From managing data consistency to addressing performance and security concerns, understanding potential obstacles and their solutions is key to a successful integration. Let’s explore common challenges and how to overcome them:
1. Data Duplication and Conflicts
The Challenge: Data duplication can occur when the same record exists in both systems but isn’t recognized as identical during synchronization. Conflicts arise when different teams update the same field in each system, leading to mismatched data.
How to Overcome It:
Conflict Resolution Rules: Configure your integration tool to handle conflicts intelligently. For example:
Set one system as the "source of truth" for specific fields.
Apply timestamp-based rules to prioritize the most recent update.
2. Security Concerns
The Challenge: Integrating Jira and Salesforce involves exchanging sensitive customer and project data. Without proper controls, this data may be exposed to unauthorized access or breaches.
How to Overcome It:
Secure Authentication: Use OAuth or other secure authentication methods to connect Jira and Salesforce. Avoid hardcoding credentials into the integration tool.
Role-Based Access Control (RBAC): Ensure that only authorized users and systems can access sensitive data. Set up permissions in both Jira and Salesforce to restrict access to synced fields.
Data Encryption: Use an integration platform that encrypts data both in transit and at rest to protect it from interception or unauthorized access.
Audit and Logging: Enable detailed logging of all sync activities. This provides a clear audit trail for identifying and addressing unauthorized actions or errors.
Compliance Standards: Ensure the integration tool complies with relevant security and data privacy standards, such as GDPR, HIPAA, or SOC 2.
By proactively addressing these challenges, you can ensure that your Jira-Salesforce integration is not only functional but also reliable and secure. With the right tools and practices in place, your teams can enjoy seamless collaboration without worrying about data duplication, performance issues, or security risks.
How Getint Makes Jira-Salesforce Integration Seamless
Integrating Jira and Salesforce can significantly enhance collaboration between development and sales teams, streamline workflows, and improve data accuracy. Getint offers a comprehensive solution to achieve this integration seamlessly.
Overview of Getint as an Integration Solution
Getint is a robust integration platform designed to connect various tools, including Jira and Salesforce. It provides a user-friendly interface with a no-code approach, simplifying setup and management. With pre-built templates and customizable mapping, Getint facilitates quick configuration tailored to your specific needs.
Key Features of Getint
Custom Field Mapping: Getint allows for detailed mapping of fields between Jira and Salesforce, ensuring that all relevant data is accurately synchronized. This includes standard fields as well as custom fields unique to your organization's workflows.
Real-Time Synchronization: The platform supports real-time, bidirectional synchronization, ensuring that updates in one system are immediately reflected in the other. This feature enhances collaboration and efficiency across teams.
Robust Reporting: Getint offers advanced reporting capabilities, including dashboards, status reports, and notifications. Users can preview every sync and run, inspect logs, and act quickly to address any issues.
By leveraging Getint's integration capabilities, organizations can bridge the gap between Jira and Salesforce, leading to improved collaboration, streamlined processes, and enhanced data accuracy.
Conclusion
Whether it’s eliminating manual updates, ensuring real-time visibility, or automating repetitive tasks, the benefits of a seamless Jira-Salesforce integration are clear. The process might seem complex, but with the right tools and guidance, it’s easier than you think.
Now’s the time to take action. Your teams deserve a smarter way to collaborate, and your customers deserve faster, more consistent service.
Ready to streamline your workflows? Try a demo with Getint and experience the difference firsthand!
Exeperience a smarter way to integrate & synchronize.
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