TOPdesk – Jira

In enterprises where IT support teams operate in TOPdesk and development or DevOps teams work in Jira, ZigiOps provides synchronized visibility across both platforms, ensuring neither team is working with outdated or incomplete information. Ticket creation, updates, assignments, and closures in one system are reflected in the other based on configurable rules, with no data stored by ZigiOps at any point. This real-time alignment improves cross-functional collaboration and removes the guesswork from multi-team incident and change workflows.

Organizations using TOPdesk for ITSM and Jira for software delivery can rely on ZigiOps to synchronize change requests between both systems, automatically creating Jira tasks when change records are approved in TOPdesk. Field mapping ensures that all relevant details, including planned dates, scope, and approval history, are preserved across the integration without any manual data entry. As implementation work is completed in Jira, TOPdesk change records are updated automatically, maintaining a complete audit trail for governance and compliance purposes.

When TOPdesk operators identify that a reported incident has an underlying software root cause, ZigiOps automatically creates a linked Jira issue for the development team with all relevant incident data accurately mapped. Engineers working in Jira see the full context of the issue without needing access to TOPdesk, and as they progress through investigation and resolution, status updates flow back to the service desk record in real time. This eliminates the manual handoff process and ensures that both service desk and development teams always have a consistent, up-to-date view of the issue.