Implemented

JIRA Integration possible?


Userlevel 4
I would like to link Gainsight to JIRA. Is that currently possible?

If not, is it on the roadmap for addition to the platform? If so, when will that be released?

Thanks!!

34 replies

Userlevel 7
Badge +2

@kunal_bhat  status on this says implemented - are there steps/ directions on how to set up?

Userlevel 3

Hi @sam_leonard @rob_deaderick. Jira connector is now available as part of the Connectors Horizon Experience. https://support.gainsight.com/Gainsight_NXT/Connectors_(Horizon_Experience)/Support_Systems/JIRA_Connector

We are in the process of migrating all customers to the Horizon Experience but in the meantime, if you want your tenant to be upgraded, you can reach out to me at pgarg@gainsight.com with tenant details. 

Userlevel 7
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We currently do this via filtered JIRA queries and a script that pushes an export to the S3 bucket.

Hi, is this jira connector possible for NXT?

Userlevel 7
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@All, This is in production now. Please refer to this article for more information. 

Userlevel 7
Badge +2

@rob_deaderick , @ashleyunity, @john_apple, @tatiana_ferreira, @azuqua_bot, @marie, @daniel_rose, @rob_deaderick, @cmultanen, @lane_h, @marcelo, @kristin_f3c469, @adam_bambrough, @chuen_moschetti_1466d2 sorry for the delay here. This is implemented and available now. Please refer to this article for more information. 

Hi Gainsight Team! 

A Jira integration would be fantastic for us as well!  We’re currently working with Service Rocket to connect SFDC → Jira for bi-directional syncing with the goal of getting our Jira data into Gainsight.  However, our CS users would love the ability to create/update/edit Jira issues from Gainsight.

I see there was an update around 8 months ago noting that this is on the roadmap, are there any updates you can provide? 

Thanks! 

Userlevel 6
Badge +1

Would LOVE this for Workflow and Escalations

The devil is in the details here. This definitely needs to be a bi-directional connection, with the ability to dynamically create, close, comment on, and modify Jira tickets in Gainsight.  

Userlevel 1

+1 vote for a Jira integration in order to link product requests/critical bugs to customers

Userlevel 5

Hi everyone,

 

The JIRA connector is a part of our roadmap and this feedback is really helpful. I’ll post updates with more details!

 

Thanks,

Kunal

Userlevel 3

We echo the sentiments of the other commenters. In order to streamline our VoC process, we’d like to leverage the existing functionality as much as possible. For us, that means keeping the CSMs in Gainsight and the PMs in JIRA. 
 

Userlevel 7
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Converted to an idea for a better tracking. Please be sure to vote for this request if it's important to you!

Userlevel 7
Badge +1

Can this be converted to an Idea? @lila_meyer 

+1 vote for a Jira integration in order to link product requests/critical bugs to customers

Userlevel 6
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Any update on if this is being considered? We would love to get Jira data into Gainsight.

Userlevel 7
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COTE Team of Gainsight, for your input on use cases for Jira integration.
Userlevel 6
Badge +1
Some sort of JIRA integration would be very helpful for us as well.

We have a new team resposible for handling all implementations for our clients. They use JIRA to track launches but do not have Gainsight licenses (our CSMs do). An integration or maybe group licensing for the implementation team would really help cut down on duplicate/unnecessary work. 
Hi- as a CSM, I would like to be able to see in one customer view the status of Support Tickets (Zendesk), Bugs (JIRA), Professional Services Projects (JIRA), and Product Improvements (JIRA). I have zendesk integrated but the lack of JIRA insights causes a headache from a project mgmt perspective.
Userlevel 7
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Hi Sundar, 

We want to also use it to track "bug risks." We need a way to associate when a Jira impacts a customer. The ability to tie it back to the customer in Gainsight is ideal.
Userlevel 4
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Our team would definitely use JIRA for options 1 and 2. Run reports on different JIRA ticket requests for and from our Product team.
Userlevel 6
Badge +1
For us, it would be more to have the JIRA information available from GS, being able to report on all JIRA tickets associated with the customer. 
Userlevel 6
What do you like to see Jira Integration do? 
  1. Creation of CTA from Jira ticket and have the link back to the Jira ticket to retain context
  2. Creation of Jira ticket for a CTA as a part of your workflow
  3. Show the customer widget in Jira for the support rep to have the customer context.
I'm sure there is more, what are the other scenarios that you have in mind?
+1, We would be specifically interested in this as to how it related to customer enhancement requests we track in JIRA.
Userlevel 6
Badge +1
I'm also interested in hearing if there will be a native integration with JIRA.

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