Freshdesk-Jira integration

What are the benefits of the Jira-Freshdesk integration? 

When customer support and dev teams operate in silos, reported bugs might not be resolved on time. Plus, the engineering team barely gets to hear the customer’s problems the way customers say it, and this results in loss of context. Additionally, burning customer issues might not be prioritized and some customer requests might even slip through the cracks. 

However, when you integrate your Jira account with Freshdesk, you can associate customer requests to corresponding issues on Jira from within Freshdesk to ensure that all teams stay on the same page. 

Lapses in communication between customer-facing and product teams lead to a poor understanding of a customer’s requirements. Consequently, this can lead to an unsatisfactory support experience for the customer.

To bridge this gap in communication, the Freshdesk-Jira integration brings the customer service team closer to the product team. With this integration, agents and developers can collaborate right from the ticket interface. This helps ensure that the product team has complete context of the customer’s request and can provide satisfactory solutions. 

When customer support and engineering teams work independently, it can lead to miscommunication with customers. If there’s no transparency with the resolution process, you will not be able to keep your customers updated.  

However, with the Freshdesk-Jira integration, you can keep your customers informed through every step of the resolution. You can sync your ticket properties such as status and priority with corresponding issues on Jira. By doing this, you can understand which stage of resolution the ticket is in, and close the loop with customers.