Client Overview

One of ZigiOps’ clients is a prominent IT services and solutions provider that manages enterprise-level support, infrastructure, and software development operations. With a focus on innovation and customer satisfaction, the organization supports several high-profile customers, each requiring timely incident resolution and agile development responses.

The company utilizes Ivanti for IT service management (incident tracking, service desk, and customer support), while its development teams rely on Jira for project management and task execution. However, the lack of integration between these two platforms created communication barriers, operational bottlenecks, and delays in issue resolution — especially when support tickets had to be handed off to development teams.  

The Integration Challenge

Support teams working in Ivanti often need to escalate tickets to the development team using Jira, particularly when dealing with technical fixes or new feature requests. Prior to integrating the systems, this process involved manually duplicating ticket data in Jira, copying descriptions, attachments, and relevant context — all prone to human error.

Furthermore, there was no unified view across platforms. Status changes, comments, and progress updates in Jira were not reflected back in Ivanti, leading to:

• Lost visibility for support teams

• Misaligned expectations with customers

• Rework and delays in updates

The organization needed a reliable, bidirectional integration to:

• Automate ticket creation between platforms

• Sync updates in real time

• Improve internal collaboration

• Eliminate manual entry

The Solution: Why Use ZigiOps?

ZigiOps stood out as the ideal solution for this challenge. As a no-code integration platform, ZigiOps enabled seamless, bi-directional connectivity between Ivanti and Jira, allowing IT and development teams to work together with full synchronization.

Key reasons for choosing ZigiOps:

• No-code setup that required no custom development

• Real-time sync for comments, attachments, status changes, and field data

• Highly configurable field mapping to match Ivanti and Jira’s data models

• Quick deployment with minimal disruption

• Ability to scale across projects and use cases

ZigiOps provided the foundation for automating workflows, improving accuracy, and ensuring that teams across both platforms had access to the same information at all times.

The Business Use Case Scenario: Ivanti to Jira and Back Integration

Our client, a large enterprise in the IT service management sector, was facing major challenges in managing the integration between their incident management system, Ivanti, and their development platform, Jira. Their support teams in Ivanti were responsible for handling customer issues and managing service tickets, while the development team used Jira for tracking and managing tasks related to issue resolution.

With a heavy influx of support tickets, it was becoming increasingly difficult for the IT and development teams to work in tandem. Each support incident in Ivanti had to be manually replicated into Jira as a task, causing delays in ticket creation and leading to a lack of transparency between the two platforms. As the process was predominantly manual, it was prone to human error, and communication between the support and development teams often became fragmented. Furthermore, the integration between Ivanti and Jira was disjointed, making it hard for teams to track the status of tickets across both platforms, leading to confusion, inefficiencies, and a longer time to resolution.

IT Team’s Business Goals:

The company’s IT and customer support teams needed to streamline their workflow between Ivanti and Jira to achieve the following:

• Reduce Manual Effort: Eliminate the need for manual entry and duplication of information between Ivanti and Jira.

• Ensure Real-Time Synchronization: Ensure that any updates, comments, or changes in ticket status in either system were reflected in the other system without delay.

• Improve Ticket Visibility: Provide both support and development teams with real-time, transparent views of the ticket’s progress from start to resolution.

• Automate Customer Notifications: Automatically notify customers about ticket progress, especially when a resolution is needed or when a fix has been applied.

• Ensure Timely Ticket Resolution: Enable teams to resolve issues faster by reducing the amount of time spent on manual updates and tracking.

The Struggle:

Before ZigiOps, the integration between Ivanti and Jira was a patchwork of manual processes and incomplete solutions. The IT team responsible for system integration faced constant struggles:

1. Manual Ticket Creation: Each time a support ticket was created or updated in Ivanti, the team had to manually create a corresponding Jira task. This was not only time-consuming but also prone to errors, such as misidentifying the right project or misplacing critical information.

2. Disconnected Communication: Whenever a comment or update was made in Jira, there was no automatic synchronization with Ivanti. This created gaps in communication and led to situations where teams worked in silos, unaware of important updates. In contrast, when changes were made in Ivanti, such as customer status updates or internal notes, they didn’t automatically reflect in Jira, which made tracking ticket progress difficult.

3. Missed Customer Notifications: When Jira statuses changed to UAT or Done, customers were left in the dark because the support team in Ivanti had no automated way to notify them, leaving customers frustrated with the lack of communication on ticket resolution.

4. Confusion Over Ticket Status: As tickets moved between Ivanti and Jira, the manual updates weren’t always synced correctly, resulting in inconsistent ticket statuses. For example, when the Jira status changed to “In Progress,” this wasn’t reflected in Ivanti, creating confusion for the support team about whether an issue was being worked on or not. Similarly, when a Jira ticket reached "Done," Ivanti wasn’t automatically updated to reflect the resolution, leaving tickets open in the system.

The IT Team's Struggles:

The IT team responsible for the integration faced immense pressure to bridge the gap between Ivanti and Jira, but the lack of seamless automation was a constant source of friction. They were constantly troubleshooting integration issues, resolving manual synchronization errors, and dealing with inconsistent workflows. The complexity of setting up detailed workflows and managing the permissions across both platforms further exacerbated the situation. Each misalignment between the two systems meant additional troubleshooting and manual intervention.

One of the key pain points for the IT team was the amount of time and energy spent on these manual tasks instead of focusing on more strategic projects. The team knew that automating these processes would improve productivity across both departments, but they lacked the resources and expertise to build and maintain a custom solution that could work reliably between Ivanti and Jira.

The Solution with ZigiOps:

To address these challenges, the client implemented ZigiOps to automate the flow of information between Ivanti and Jira. With ZigiOps, they were able to seamlessly integrate both systems and automate critical tasks, ensuring both platforms were always in sync.

1. Automated Ticket Creation: ZigiOps automatically created corresponding Jira tasks whenever a support ticket in Ivanti was updated to “Waiting for DTS,” eliminating the need for manual data entry. All necessary fields—such as summary, description, assignee, and attachments—were populated automatically, and the Jira ticket ID was synced back to Ivanti.

2. Real-Time Comment and Status Synchronization: Any changes in Jira, including comments and status updates (e.g., “In Progress,” “Blocked,” “UAT”), were automatically reflected in Ivanti. Likewise, updates made in Ivanti were mirrored in Jira, ensuring both systems were always up-to-date with no additional effort.

3. Customer Notifications and Progress Updates: When the Jira status changed to “UAT,” Ivanti automatically sent an email to the customer, prompting them to verify the fix. The Ivanti status was updated to "Waiting for Customer," providing a clear indication to the support team that the ticket was awaiting customer feedback.

4. Seamless Ticket Resolution: When Jira status reached “Done,” ZigiOps automatically resolved the linked Ivanti ticket, closing the loop between the support and development teams and ensuring that no ticket was left open or unresolved in either system.

The Benefits of the Integration :

The integration of Ivanti and Jira with ZigiOps brought significant improvements:

• Efficiency Gains: The elimination of manual ticket creation and status updates saved hours of administrative work for the IT and support teams.

• Improved Collaboration: Both the development and support teams had access to the same information in real-time, allowing for better collaboration and faster issue resolution.

• Increased Customer Satisfaction: Automated customer notifications and progress updates kept customers informed, reducing frustration and improving their overall experience.

• Reduced Errors: The automated syncing of ticket statuses and comments reduced human error, ensuring that no critical information was overlooked.

The successful integration of Ivanti and Jira through ZigiOps not only streamlined workflows but also provided both the IT and support teams with a more reliable and efficient system, allowing them to focus on delivering better customer service and solving more complex problems.

Benefits of Using ZigiOps

The Ivanti–Jira integration powered by ZigiOps delivered immediate and measurable improvements:

• End-to-End Automation

Manual processes were eliminated, freeing up staff and reducing the risk of duplication or data loss.

• Improved Cross-Team Collaboration

Support and development teams could now track, update, and resolve issues seamlessly, even across different platforms.

• Faster Response and Resolution Times

Automated ticket transfers and real-time updates shortened resolution cycles, helping the client meet SLAs more consistently.

• Increased Accuracy

By syncing attachments, metadata, and comments automatically, the risk of missing context or miscommunication was eliminated.

• Greater Transparency

Stakeholders could monitor progress without switching systems or requesting manual updates, improving customer satisfaction.

• Flexible, Scalable Setup

ZigiOps allowed the client to tailor the integration per project or use case, with the flexibility to expand or adapt as their needs evolved.

Conclusion

By integrating Ivanti and Jira using ZigiOps, this leading IT services provider revolutionized their incident management process. The seamless automation of ticket creation, updates, status synchronization, and communication across platforms improved their operational efficiency and enhanced team collaboration.

With ZigiOps, the client gained a transparent, synchronized, and error-free workflow that bridged the gap between support and development — transforming their IT operations and reinforcing their commitment to timely, high-quality service delivery.

Need help setting up a seamless bi-directional integration in your IT ecosystem? Book a demo with our experts to get some help or start your ZigiOps free trial today and test it yourself!

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