Zoho Desk now integrates with Jira

Consider the different roles in a software company. Product managers and designers decide how the software will look and feel, while engineers build for functionality to implement the vision. Of course, customers then adopt and use the software, often providing valuable feedback.

With rare exceptions like Linus Torvalds or Richard Stallman, most customers can't code, which means they can't directly modify or improve the apps they use. But, the feedback they give is incredibly valuable. On the other hand, Engineers love to build things, but empathizing with a customer isn't exactly their core skill set. This creates a gap between the people who build the software and those who actually use it.

Enter the customer service team.

By receiving customer feedback, bug reports, feature requests, and usability improvements, customer service acts as the primary line of communication between consumers and developers. In small teams, feedback can be acted upon immediately, but as a product grows, a process has to be established for communications to be effective. As a result, engineers don't really get a complete picture of what their customers want. The further removed from customers they are, the more transmission loss there is.

That's why we've developed the JIRA integration. With Zoho Desk and Jira, you can open the lines of communication up and give your engineers all of the valuable contextual information that your help desk receives in order to help them build a better product.

At Zoho, we've benefited immensely from Zoho Desk's integration with Zoho BugTracker. Today, we're extending that benefit to thousands of companies that already use Atlassian's JIRA.

Create an effective feedback loop

Agents can file bugs, feature requests, and improvements from inside any ticket in Zoho Desk. These bugs can be added to the appropriate projects in JIRA, where engineers will work to implement a fix. Each bug is linked directly to a ticket and can therefore be tracked effectively.

Break silos and collaborate

Designers, engineers, and customer service agents can leave comments on either JIRA or Zoho Desk and view or respond via either platform. The tools you choose to use no longer impede the flow of ideas, innovations, and debates.

No cracks to fall through

Agents can see all of a bug's properties from JIRA for any associated ticket in Zoho Desk. Likewise, engineers and designers can see the full context of a ticket from Zoho Desk. All of this information is readily available for reference anytime.

This integration works with both the on-premise and the on-demand versions of JIRA. We firmly believe this will help software development teams around the world build better products through a feedback loop with their customers.

Try it out today and let us know what you think!

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