When your support team is using one tool and your software team is using another, resolving problems effectively and efficiently is challenging. That was the case for Obzervr, an Australian SaaS company delivering digital work management solutions to the mining and heavy industries before moving from Zendesk to Jira.
Obzervr’s Digital Work Management solution is a fieldwork automation and mobility solution that digitises maintenance work orders for critical assets - we’re talking mining equipment such as haul trucks, loaders, crushers, conveyors and processing equipment that can’t afford unplanned downtime. Obzervr’s web-based platform and mobile app helps keep these assets moving by replacing slow paper-based maintenance workflows with full digital work execution and mobile real-time digital forms. As Obzervr started to grow and expand their client base, their application support system started to impact how quickly and efficiently they could respond and resolve issues this is when 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 development and delivery – became more obvious.
“Inititially we were just using it as a basic catch-all type solution for any kind of request from customers and weren't filtering based on what type it was. We'd just caught everything through Zendesk and email and then queued it up in Zendesk. But as we started to grow and take on new clients we realised we needed a better approach” said Tania Devoti, CEO of Obzervr.
The Engineering and Development teams lived in Jira. While 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 limited visibility across teams.
The Switch: Why Jira Service Management Made More Sense
Obzervr wanted a better way to connect the dots and service their customers. 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.
“When we started considering a new support system, 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,” Tania said.
The Search: Finding a Migration Tool That Was Actually Easy
Obzervr started searching Google and the Atlassian Marketplace looking for a Zendesk-to-Jira migration tool. Most options were clunky or confusing. Then they found Getint.
“Getint were one of the top results. We read the reviews, checked the security badges, and thought – okay, this looks promising,” she said.
Theyinstalled a trial, ran a test migration, and everything just… worked.
“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,” Tania 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
✅ They established a system to better support their growing customer base
And the best part?
“It was an easy decision. No issues there at all.”
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 we didn’t have to worry about,” Tania 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.
