TOPdesk – Jira

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Data Types: Incidents / Issues

TOPdesk (Incident) Jira (Issue)

TOPdesk – Jira Integration Use Case

The helpdesk team receives a new incident in their TOPdesk queue. They check it and see that the problem results from a software bug. This means that the DevOps team needs to tackle it.

Thanks to ZigiOps, they don’t need to open Jira and manually create an issue for the bug. The integration platform creates it automatically and updates it in real time. The communication between the helpdesk team and the developer assigned on the issue is very easy, as it doesn’t require any additional tools. It all takes place in the comments. ZigiOps automatically syncs log files, traces, issue links and all other attachments. This helps improve defect tracking and resolution and streamline change request management.

Once the developer fixes the issue, ZigiOps updates the TOPdesk incident. The end customer receives a notification that you’ve resolved their problem. The time necessary for the entire process was only a fraction of what you’d otherwise need.

Challenges for TOPdesk and Jira users

TOPdesk is a popular ITSM/helpdesk solution that can help teams organize maintenance schedules, assets, on-site guest visits, and more. Jira is one of the most widely used DevOps tools.

In large companies, DevOps and IT service management often coexist, but not always successfully. Communication between the teams can be a challenge, as they’re usually using different software tools. This can easily create silos and bottlenecks and result in duplicated tasks.

A TOPdesk Jira integration will help you eliminate errors, delays, and corrupted data caused by manual transfer between the two tools.

How do we solve them?

Seamless end-to-end data flow between TOPdesk and Jira is now possible with ZigiOps. You can set up your integration in minutes and sync issues, tickets, annotations and custom fields.

Deploy your integration in a few clicks and start using it immediately. Customize it as needed to adapt it to your specific use case scenario and let our platform do the rest.

Integrate TOPdesk and Jira to guarantee a smooth and efficient cross-team communication. Simplify defect resolution and tracking, automate ticket creation and handling, and improve root cause analysis.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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