Create a new Jira issue
For all those customer cases in which your support agent seeks solution from product or engineering team, our connector enables them to easily create a Jira issue right from the Service Cloud instance. All your support agents have to do is fill-in the essential details and escalate the case to product team.
Link a Jira issue to a Salesforce case
In case there are new identical cases from different customers, your support agents can save time by linking them with existing Jira issue after reviewing it with the case.To do this he requires the exact issue key.
Send attachments and comments for the issue
For a speedy and correct resolution of the escalated case, your product or engineering team would need clarity about the case. And to provide them with that clarity, your support agent can send your product or engineering team attachments and comments related to that particular case.
Update Jira issue from Salesforce
If a support agent gets some new information on an issue and he/she wants to update it, then he/she can directly update that information from Salesforce without logging into Jira.
Track updates from Jira
Every support person actively tracks the status of Jira issues as part of their job. Our connector facilitates them to do so from Salesforce itself. This helps your support agents to update/provide the issue’s status to customers, thus enabling transparency.
Search for a Jira issue while escalating a case
Before creating an issue, your Support agents can search for the relevant information in Jira. If not found, they can create a new issue else leverage existing information to close cases faster.
Clone the Jira issue
While looking for the relevant information, your support agents encountered a similar issue that can be modified. This feature enables them to clone, modify, and create a new case. Thus saving on the time to create an issue.
Linking new case to existing Jira issue using the case number
If your product team receives a new case which is already there in existing Jira issues, they can simply link that case with its respective Jira issue using the salesforce case number.
Enjoy 100% control over comments (private and public)
Many comments are shared between support and engineering or product teams to resolve a case. The power to decide which comments need to be made public and which are to be kept hidden from your support team is in the hands of product manager, who enjoys full control over the comments.