Sprinklr Integration with Jira
Updated
The Sprinklr and Jira integration enhances collaboration between customer-facing and development teams by streamlining ticket creation and resolution processes. This connector bridges the gap between customer interactions and issue tracking, enabling more efficient workflows and improved customer service.
With this integration, teams can create Jira issues directly from Sprinklr. This enables customer-facing teams to quickly report and track any customer issues or feature requests identified on digital platforms. Similarly, project teams or developers can access relevant Sprinklr data within Jira. It provides them valuable insights into customer feedback and sentiment, which can guide their product development decisions.
Key Features
The Jira and Sprinklr integration offers the following key features:
Create Jira Tickets Directly from Sprinklr: Generate Jira tickets within the Sprinklr Care Console or case third pane to easily monitor customer issues.
Link Jira Tickets to Sprinklr Cases: Use JQL search or keyword-based search to connect existing Jira tickets to Sprinklr cases for efficient tracking. You can also attach multiple Jira tickets to a Sprinklr case and select a primary Jira ticket to sync fields with corresponding Sprinklr fields.
Bi-Directional Synchronization: Sync standard and custom fields between Sprinklr cases and primary Jira tickets to ensure accurate and up-to-date information. Primary Jira ticket is used for the bidirectional sync between Sprinklr and Jira.
Track Jira Tickets Association or Disassociation Activity: View a detailed activity log entry whenever a Jira ticket is associated or disassociated with a Sprinklr case. This allows you to track who performed the action, when it was done, and which Jira ticket was involved.
Synchronize Comments and Collaboration Notes: Ensure that Jira comments and Sprinklr collaboration notes are synchronized bi-directionally for seamless communication.
View Sprinklr Case Information in Jira: Access Sprinklr case details directly within Jira using an embedded iframe for easy reference.
Jira Tickets Reporting: Create reports to gain visibility into Jira ticket activity such as how many tickets are linked, updated, or resolved.
Key Benefits
The Jira and Sprinklr integration offers the following key benefits:
Enhanced Collaboration: Bridges the gap between customer service and development teams, fostering better communication and faster issue resolution.
Increased Efficiency: Reduces manual data entry and system switching, allowing agents to work more productively within a single interface.
Improved Customer Satisfaction: Faster issue resolution and more accurate updates lead to better customer experiences and higher satisfaction rates.
Data Accuracy: Bi-directional sync ensures that both systems have the most up-to-date information, reducing errors and improving reporting accuracy.
Streamlined Workflows: Automates the process of creating and linking tickets, allowing teams to focus on solving issues rather than managing systems.
Better Visibility: Provides a comprehensive view of customer issues across both platforms, enabling more informed decision-making and prioritization.
Use Cases
The following practical use cases demonstrate how you can benefit from Jira and Sprinklr integration:
Problem: Fragmented Case Management
Scenario: A customer reports a case on Sprinklr that hasn't been logged in Jira yet.
Resolution: Create a Jira ticket directly from Sprinklr.
When a customer reports a bug or requests a new feature in Sprinklr, the customer service representative can easily create a corresponding case in Jira using the Create Jira Ticket option. A new ticket creation form is displayed to them with pre-populated case details. The customer service representative can add any other additional details before submitting.
Value Addition: This feature enables customer-facing teams to manage cases from a single interface, without switching platforms. A pre-populated form minimizes manual effort in reporting new issues and ensures consistent issue reporting. This also helps maintain a clear audit trail between the customer-facing case and the internal ticket.
Problem: Case Duplication
Scenario: A customer service representative identifies that an incoming customer complaint on Sprinklr is related to a known issue already logged in Jira.
Resolution: Instead of creating a new ticket, the customer service representative links the incoming complaint to the existing Jira ticket.
Using the Jira widget within Sprinklr, the customer service representative searches for and locates the relevant Jira ticket. They then link it directly to the Sprinklr case.
Value Addition: This linkage reduces the creation of duplicate cases and ensures that updates to the Jira ticket are visible to relevant stakeholders. It also enables centralized tracking and maintains alignment between support, customer-facing teams, and development.
Problem: Inefficient Case Tracking Across Platforms
Scenario: The development team updates a Jira ticket with new information about a fix.
Resolution: Automatically synchronize Jira comments and Sprinklr case collaboration notes.
When a developer adds a comment in Jira about the status of the fix, the connector detects this update. The comment is automatically synced to the linked Sprinklr case as a note. The customer service agents see this update in real-time within Sprinklr. The agent can now inform the customer about the progress without switching systems.
Value Addition: This bi-directional sync ensures that the case updates such as new comments are reflected in Sprinklr. This gives customer-facing teams visibility into the current state of the customer’s request. Based on these updates, agents can provide timely and informed responses to customers.
Problem: Maintaining Consistent Ticket Information Across Platforms
Scenario: A customer service representative updates details on a Sprinklr case linked to a Jira ticket such as the assignee or status.
Resolution: Bidirectional Synchronization
Any updates made to the Sprinklr case are automatically reflected in the linked Jira ticket, and vice versa. This ensures that the Sprinklr case and Jira ticket remains up-to-date without requiring manual updates.
Value Addition: Bidirectional sync keeps both systems aligned with the most up-to-date information, reducing errors and improving the accuracy of reporting and issue tracking.
Problem: Limited Visibility into Linked Jira Tickets
Scenario: A project manager needs visibility into Sprinklr cases and their associated Jira tickets to effectively track progress.
Resolution: Jira Ticket Reporting
Sprinklr enables users to create detailed reports that track Jira ticket activity, including the number of tickets linked, updated, and resolved.
Value Addition: These reports provide visibility into ticket status, team performance, and integration activity. Project managers can leverage this information for better prioritization, workload balancing, cross-functional collaboration, and informed decision-making.