Connector for Salesforce & Jira

As a global software-as-a-service company, we handle a significant volume of customer support. These support cases are recorded in Salesforce and associated with our many customers. A small proportion of these cases require software development support to help in resolution. Our development teams use Jira for managing and visualising their day to day development work. Until we integrated Salesforce and Jira using ServiceRocket's Connector, our developers had to log into both systems and keep the two sets of records in sync. Clearly this doesn't scale nor is it very efficient. We now have a bi-directional integration between both systems in place, saving us a great deal of time and improving the validity and currency of our support case data. We're also using the Beta feature "Simple Email Notification" which helpfully notifies our Salesforce case owners when a comment has been added in Jira. Unfortunately, this notification only included the Jira issue key and not any Salesforce-usable identifier. However, once we raised this issue with ServiceRocket, their team got right on to working out a resolution and have recently released a new version that includes (in the notification) both the Salesforce Case Number and a URL to it! ServcieRocket's support has been very responsive in helping us set this up and in enhancing the product to make it work in our environment. Well done and thank you!

My issue was probably simple, but it was a real roadblock for me and what I needed to get done. I got a response within a few hours that had my exact answer. It didn't waste my time or talk down to me. It just fixed my problem. Great support

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  Appfire

  Hi Kyle,

  We're glad we could get you back on track! Connector for Salesforce is all about making those integrations as smooth as possible. If anything else pops up in the future, don't hesitate to drop by our support portal for quick assistance.

  Cheers,

  Paweł, Customer Success Team at Appfire

This new add-on is really inferior in every way to their previous add-on for how we are using it. Our primary issues are as such: - There is no way of associating a link to any kind of context. For example, we link a custom SF object, Release__c, which contains our product release codes, to our JIRA issues in different ways: "Release Affected" (release user reported issue in), "Release to Be Fixed In" (the release it will be fixed in), and "Additional Releases Affected" (other releases this issue affects). There is NO WAY to associate these contexts to the linked releases... just blind linking of releases. I feel like it would be simple enough to add an additional field for us to type or select a "label" or "tag" to the link... - We have no way of knowing when new links are created in the issue. We have a report that we created using the JIRA REST API that shows the 100 most-recently-updated issues. Well, when any kind of link is created using the add-on, the "updated" field on the issue isn't modified in any way. So, all changes related to SF links are never found and our report is now useless. Both of those previous items were never an issue in the previous add-on because they worked via issue fields and no issue properties. We've brought up these issues with Service Rocket and have either gotten a "We'll see if it's feasible" or have just gotten completely ignored. We're paying $500 a month for this POS service and have been treated like we don't matter at all.

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  Appfire

  Kyle, really sorry for the trouble you had to go through. Having a feature parity between the two platforms (Server and Cloud) is quite a difficult feat, but we strive to use the best method available to provide a reliable platform for our customers. In the coming months, we'll have more improvements around this area.

You forced a migration on us. Your newer product removed nearly every single feature we were using and you refused to help us or even acknowledge the fact. You've left my team and me in an extremely bad place right now. Terrible practices on top of a really poorly done redo of your older add-on.

Excellent app but the support is even better!! I submitted a case for assistance with an error being thrown during the Jira creation from within Salesforce. The Support expert at AppFire (Felipe') went above and beyond to assist with identifying root cause (which was a duplicate field with the same name) and the binding mapping configuration not set to the correct one. He prompty showed me how to correct this issue and also answered every additional question I had. A++ support, thank you AppFire!

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  Appfire

  Hi Julie,

  Thank you for sharing your wonderful experience with Connector for Salesforce & Jira! 🌟 We're delighted to hear that our support team could help you resolve the configuration issues promptly. Our team strives to provide the best support possible, and your feedback is precious to us.

  Whenever you need further support or have more queries, our support portal at https://apps.appf.re/support is always available. We look forward to assisting you anytime you need!

  Thanks again for your kind words :)

  Best wishes,

  Paweł, Customer Success Team at Appfire 🌟🚀