Client: Q-Free
Industry: Intelligent Transportation Systems
Integration: Jira ↔ Zendesk
Key Benefit: SLA protection and reduced operational overhead
The Business Challenge
Q-Free, a global leader in intelligent transportation solutions, operates in a complex support ecosystem that includes numerous sub-vendors. Customers submit tickets that often require collaboration with external parties. Previously, managing this process manually consumed significant time and introduced unnecessary delays.
Each customer ticket requiring vendor collaboration had to be relayed manually to another ticketing system - a task that involved communication back and forth, status monitoring, and closure verification. This not only strained internal resources but also created a real risk of breaching service level agreements (SLAs), which could have legal and financial implications.
The Getint Solution
Q-Free turned to Getint’s Jira–Zendesk integration to automate and centralize its ticket handling. The integration enables Q-Free to:
- Create a single submission endpoint for customers via Jira.
- Automatically sync and route relevant tickets to sub-vendors using Zendesk.
- Maintain bidirectional communication and status updates between systems.
- Avoid duplicating effort across tools and teams.
This setup effectively turns Getint into an automated bridge between internal and external support systems, eliminating the need to manually relay information.
Tangible Results
Q-Free estimates that each manually relayed ticket previously consumed 15 minutes of staff time. With the volume of such tickets across the year, they conservatively estimate a savings of 40 hours annually - the equivalent of an entire workweek of labor.
But the true value goes beyond time.
"The bigger savings is ensuring the SLA times are met for contractual reasons and risk mitigation. There is no extra delay of relaying that ticket/issue."
By removing the manual relay step, Q-Free significantly reduces the risk of SLA breaches. Tickets are processed faster, escalated quicker, and tracked more reliably - both internally and by sub-vendors.
Read Q-Free's Case Study here
Why Q-Free Recommends Getint
“Getint has provided us with two major solutions over the past few years:
- Increasing our response time for tickets that include sub-vendors.
- Assisting in a migration from a legacy ticketing system to our corporate system.”
As Q-Free continues to expand through acquisitions, Getint has also played a crucial role in migrating historical data from legacy platforms to Jira - preserving critical knowledge and allowing the company to retire old systems without sacrificing visibility into past work.
Integration Setup Overview
- Jira Project: Integrated with custom JQL filtering active tickets (status != Closed)
- Type Mappings: Common issue types like Change, Incident, and Task mapped to Zendesk Tickets
- Status Mappings: Custom sync rules such as:
- In Progress ↔ Open
- On Hold ↔ Hold
- Closed ↔ Solved
Conclusion
For Q-Free, Getint’s integration wasn’t just about convenience - it was a strategic investment in support efficiency, contractual compliance, and scalability. Whether it’s automating complex support workflows or assisting in system migrations, Getint has proven itself a reliable partner at every stage of their growth.
