When your support team is in one tool and your engineering team is in another, problems don’t just get fixed – they get stuck. That was the case for Obzervr, an Australian SaaS company delivering digital work management solutions to some of the largest machines in heavy industry.
We're talking mining equipment – giant drills, trucks, and machines that can’t afford downtime. Obzervr helps keep them moving by replacing paper-based maintenance workflows with mobile, real-time digital forms. So when their support system started slowing things down, they knew it was time for a change.
The Setup: Zendesk Worked. Until It Didn’t.
For a while, Obzervr used Zendesk as a catch-all for customer communication. It handled support tickets and stored deep internal notes, attachments, and troubleshooting threads. But as the company grew, the gap between support and the rest of the business – especially engineering and delivery – became more obvious.
“We were just using it for basic, a bit of a catch-all for any kind of request from customers. So we weren't filtering necessarily out what type it was. We'd just catch everything through Zendesk through email and then queue it up in Zendesk.” said Noel Carpagnini, Head of Customer Success at Obzervr.
Engineering lived in Jira. Customer success lived in Zendesk. The two worlds didn’t talk to each other – unless someone manually bridged the gap. That meant more work, slower responses, and zero visibility across teams.
The Switch: Why Jira Service Management Made More Sense
Obzervr wanted a better way to connect the dots. Jira Service Management (JSM) was a natural fit. It offered a lower price point, fit neatly into their existing Atlassian stack, and allowed seamless integration between support, delivery, and engineering.
But there was a catch: years of customer history were locked in Zendesk.
“The big question was: how do we retain all the knowledge from Zendesk? Internal threads, external messages, attachments – we needed it all to move over cleanly,” Noel said.
The Search: Finding a Migration Tool That Was Actually Easy
Noel hit Google and the Atlassian Marketplace looking for a Zendesk-to-Jira migration tool. Most options were clunky or confusing. Then he found Getint.
“You were one of the top results. I read the reviews, checked the security badges, and thought – okay, this looks promising,” he said.
He installed a trial, ran a test migration, and everything just… worked.
“Even I could do it – and I’m not a technical person. [...] The UI was intuitive, the instructions were clear, and we were able to move over everything we needed: ticket descriptions, comments, attachments, even internal notes.”
The Strategy: Clean Cut, No Chaos
Instead of importing old Zendesk tickets directly into their new JSM project, Obzervr used a smarter approach:
- They created a separate Jira project to act as a historical archive.
- They kept their new service desk clean, avoiding email triggers or workflow clashes.
- They retained full access to all legacy tickets for future reference.
“We didn’t want to corrupt the new JSM flow. So we created a standalone project with all the legacy data. That way, nothing gets lost – but nothing gets in the way, either,” Noel explained.
The Outcome: Simpler, Faster, Fully Integrated
The migration didn’t just preserve history – it opened up a more efficient future:
✅ All teams now work in the same Atlassian ecosystem
✅ No more back-and-forth across platforms
✅ Obzervr cut support tool costs
✅ They gained full control over customer data and workflow
And the best part?
“It was an easy decision. No issues there at all,” Noel said.
Read the Obzervr Case Study here
Final Thoughts: Why Obzervr Chose Getint
For Obzervr, choosing Getint came down to three things:
- It worked. Migration was smooth and reliable.
- It was simple. No technical expertise required.
- It was trusted. Verified on Atlassian Marketplace with strong security credentials.
“You ticked all the boxes. And most importantly – you made the migration something I didn’t have to worry about,” Noel added.
Thinking about migrating from Zendesk to Jira Service Management?You don’t need a dev team. You don’t need weeks of prep.
You just need the right tool, and a plan.
