Streamline Customer Service by Syncing Jira Service Management With Jira Projects

Connect All JSM and Jira Instances To Improve the Velocity of Your Customer Service


Why Use Backbone for Improving Your IT Service Management?

Problem ITSM tools like JSM are great for collecting and resolving customer requests at high velocity. Unfortunately, the tickets can’t be synced directly with other JSM or Jira instances, making collaboration with the relevant teams hard. Manually copying and updating customer tickets on other instances wastes precious time, and buying additional JSM agent licenses racks up the licensing costs. 

Backbone helps you connect and synchronize JSM tickets directly with other JSM or Jira projects. You can escalate, copy, and update JSM tickets and associated comments with any other Jira or JSM project without leaving your own project and resolve customer requests quicker than ever! 

a Jira instance is synced with a Jira service management instance

Remove Communication Silos

Backbone brings customer-facing IT support and internal development teams closer together! When a customer sends a request via JSM, the support team can use Backbone to send the Jira ticket directly to the internal Jira project. Since no one has to leave their own workflow, customer ticket resolution is accelerated. The teams also get granular control over what Jira data gets synchronized using the intuitive JQL editor and can decide on the flow of information via uni- or bi-directional control settings.

Stay Flexible and Cut Costs

You don’t need to buy additional JSM agent licences for your internal teams to collaborate, thus saving a fortune in licensing costs. Backbone can link, copy, and sync Jira issues between Jira Software, Service Management, and Work Management (on Cloud, Server, and/or Data Center), even behind strict firewalls! This enables you to squash bugs, resolve incidents, and respond to changes without being bound by technical or financial restrictions.

a Jira instance with backbone issue sync in the middle circled by Jira and other logos

Improve Operational Visibility

The customer service quality can be taken to another level as the comments made on the JSM customer portal can be directly synchronized with internal Jira projects. You can even use key words/phrases to sync specific comments from the internal Jira project to the customer portal, and vice versa. This eliminates the time wasted in manually updating Jira issues and comments and streamlines customer success workflows.

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