ITSM | Transform knowledge into impact with apps for Confluence and Jira

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.

Key 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

Highlights

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

“With real-time syncing, our customers have better visibility into their requests, making them feel valued, and our support team is more efficient.”

“With syncing for 150+ spaces, we can now focus on delivering  value to our clients instead of maintaining Jira.”

“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.”