Enhance Customer Service by Connecting Support with Internal Teams on Jira

Sync Jira Service Management with Jira spaces for better ITSM

Why Use Backbone for Improving Your IT Service Management?

Problem

ITSM tools like Jira Service Management handle customer requests well, but sharing tickets across JSM or Jira spaces is difficult. Manually copying and updating information is slow and error-prone, and adding more agent licenses can be costly.

Solution

Backbone lets you copy and sync JSM tickets across Jira spaces so teams can collaborate on customer requests, stay informed, and resolve tickets faster.

Features

Connect Teams, Resolve Tickets Faster

Backbone connects support and internal teams. When a customer submits a request, support can send the ticket to the right Jira or JSM space, keeping everyone updated in real time for faster resolutions and happier customers.

Save Money and Work Smarter

Collaborate across JSM spaces without paying for extra licenses. Automatically escalate tickets and sync statuses, fields, comments, attachments, and assets. Connect unlimited spaces and tickets effortlessly.

Simplify Work, Control Information Flow

Decide what information is shared between your customer portal and internal spaces. Use keywords to sync only the right comments, keeping customers updated while your teams collaborate effectively.

Let’s Dive Deeper

Reliable Syncs, Built for Every Jira Setup

Sync your Jira spaces your way - flexible, secure, and easy to set up, with full control over what gets shared.

Customize Your Sync

Use intuitive JQL filters to control precisely which Jira tickets to sync. Share info in one direction or both, even behind firewalls.

Be Flexible

Copy and sync tickets between Jira Software and Service Management on the Cloud or Data Center.

Get Going Right Away

Simple UI, quick setup, and no scripting required! Easy in-app troubleshooting and dedicated support.

Secure Data Transfer

Cryptographic privacy and authentication for encrypted data transfer to ensure data safety.

Don’t Just Take Our Word for It!

Hear It from Our Customers

Stefan Losko, Team Lead IT Support at MIC

With real-time syncing, our customers have better visibility into their requests, making them feel valued, and our support team is more efficient. Stefan Losko, Team Lead IT Support at MIC

Carsten Severin, Head of Project Management Office

With Backbone, we could maintain a single source of truth. We share real-time Jira space updates, track progress, and collaborate seamlessly, all while keeping our customer data secure. Carsten Severin, Head of Project Management Office

We configured Backbone’s synchronization, which was done within two hours. It’s reliable. It’s stable. It’s fast. No complaints at all. We set it up once 5 years ago, and it’s been running smoothly ever since. Michael Bernhard, CEO, catworkx

Get a Demo of Backbone

Book a time to discuss your specific requirements and see how Backbone can work for you.

Book a demo

Why Backbone Is the Right Choice for You

Backbone Ticks All the Boxes for Enterprises

Data Residency

Complete control over the region where your data will be stored and processed (US, EU, DE).

Learn more

No-Code Configuration

Easy Jira-based UI, click-through configuration, and no need for any manual scripting.

Data Encryption

Cryptographic privacy and authentication for data transfer to ensure confidentiality and integrity.

Atlassian Cloud Fortified

Compliance with highest possible security, reliability, customer support standards.

ISO 27001:2022 Certified

Robust info security management systems within the product, ensuring effective data protection and risk mitigation.

99% Uptime

Promising reliability and resiliency for your mission-critical apps to ensure business continuity.

Didn’t Find What You Were Looking For?

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