Zendesk, a provider of help desk systems, can now be integrated with Atlassian's bug tracking tool Jira to streamline IT and client support services.
The integration allows Jira developers to integrate with Zendesk to offer a customer support interface the company calls “beautifully simple”.
This is according to Mikkel Svane, Zendesk CEO, in a recent company blog post. The integration makes it possible for any support organisation to integrate their Zendesk system with the engineering department's bug tracking application.
According to Svane's blog, “bug tracking is usually reserved for the engineers in the back room who hold all the technology secrets”. The customer service staff walk people through the solutions once the engineers figure them out. Until now, marrying the two was not a very harmonious proposition, he adds.
By integrating Zendesk with the organisation's bug tracking tool, Zendesk tickets and Jira issues become part of the same system. This enables engineers to report back to the help desk on progress in resolving product concerns. In turn, help desk support can keep customers abreast of progress.
The integration requires installation of the Zendesk Updater plugin, which is available via Atlassian's Plugin Exchange.
“Zendesk's integration with Jira helps organisations streamline their operations by uniting IT development and support services in a new and beautiful way,” concludes Svane.
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