Salesforce

Jira

Integration

IATA: Salesforce—Jira Integration

The International Air Transport Association (IATA), representing over 300 airlines and supporting approximately 1,700 internal users, implemented Getint to bridge Salesforce (external customer issues) and Jira Service Management (internal IT operations). The integration automated bi‑directional sync of cases, attachments, priorities, comments and SLA-critical fields—all configured via UI in under a week.

Find Out how we did it!

Client Overview

Industry:

Aviation

Company size:

Enterprise

Location:

Global

KEY STAKEHOLDER

John Aguiar

Global Service Desk Manager at IATA

Global aviation association representing 300+ airline
Internal IT in Jira Service Management; customer support in Salesforce
Manual, error-prone copying caused SLA delays and inefficiencies
Require seamless sync of cases, statuses, comments, attachments, and SLAs
Needed UI-driven setup—no custom coding or lengthy implementation

Scope of Work

UI‑Driven Integration

Configured the bi‑directional connector entirely via Getint’s no-code interface—no scripting required.

Bi‑Directional Case Sync

Connected Salesforce cases to Jira Service Management issues, ensuring near real-time updates and comment visibility.

Attachment & Comment Transfer

Synced attachments and comments between systems to preserve full conversation context.

SLA & Priority Preservation

Mapped critical SLA-related fields and priority levels to support P1/P2 response workflows.

Integration Objective

IATA aimed to eliminate manual copy-paste workflows by enabling bi-directional sync between Salesforce and Jira, preserving essential data—attachments, comments, statuses, priorities—via a UI-only setup. This ensured faster P1/P2 responses, improved SLA compliance, and clear operational visibility.

Data Integration Specifics

Issue Types:

Connected issue types:

Salesforce Cases ↔ Jira Service Management Issues

Field Mapping:

Mapped fields included:

Priority, Status, SLA timers
Comments and attachments
Custom and unstructured data as needed

Scripting and Custom Development Support

All configuration done through UI; no coding necessary to go live.

Success Metrics

The integration’s success was defined by

Week‑Long Deployment
Getint installed and synced within one week via UI.
P1/P2 SLA Responsiveness
Faster response times due to automated sync of critical cases.
Zero Maintenance Overhead
Integration runs seamlessly—“you don’t have to think about it.”
Full Context Sync
All comments, attachments and SLAs flow reliably between systems.

Vendor Selection Process

IATA chose Getint based on its prior success deploying a Zendesk‑to‑Jira integration, which “worked so well that no one thought about it again.” They valued Getint’s strong Marketplace ratings, fast installation, UI configuration, and responsive support—contrasting with slower, more rigid vendor processes.

Why Getint Stood Out?

During the vendor selection process, Getint emerged as the preferred choice due to:

Built-in Integration

No need for an external hub, ensuring easier maintenance

User-Friendly Interface

Accessible for standard Jira administrators, with straightforward configuration

Reliability and Low Maintenance

Set-and-forget functionality

Cost-Effectiveness

Balanced pricing for the value delivered

Responsive Support

Prompt and effective assistance during setup and troubleshooting

800 000 +

Active Users

5 000 +

Installations

3.8 / 4

Rating

7 mln

Integrations Daily

Our Certifications

What We Accomplished

No‑Code, UI‑Only Setup

Deployed integration without any scripting, using only Getint’s visual tools.

Complete Bi‑Directional Sync

Enabled synchronization of cases, comments, attachments, priorities, and SLA data.

Rapid Go‑Live

Fully operational within one week after deployment.

Effortless Continuity

Integration runs silently in the background—no ongoing maintenance needed.

What Key Stakeholder Say

“The best integration tools are the ones you can forget about—because they just work in the background. That’s exactly what Getint gave us.”

John Aguiar

Global Service Desk Manager at IATA

Conclusion

Getint’s Salesforce–Jira integration has bridged internal and customer-facing teams at IATA, enabling seamless, SLA-driven operations.

Fast deployment, UI-based setup, and reliable sync make this a strategic integration that simply works—and users never notice until it doesn’t.

Schedule a Free Demo with our Integration Expert

Discover how seamless and efficient integrations can be with a personalized demo. Our expert will walk you through the process, tailor the session to your specific needs, and answer any questions you have about connecting your tools effectively.

Book a Demo Call

Frequently asked questions

Have questions? 
We've got you!

Our comprehensive FAQ section addresses the most common inquiries about our integrations, setup process, pricing, and more - making it easy to find the answers you need quickly.

Is scripting required for configuration?

No—all setup was done via UI, without any coding.

How quickly was it deployed?

The Salesforce-Jira integration was live in under a week.

Does it sync SLAs and priorities?

Yes—P1/P2 SLA timers, statuses, and priorities are synced.

Are comments and attachments included?

Yes—both flow seamlessly between Salesforce and Jira.

Is ongoing maintenance needed?

No—the integration runs automatically and silently with no manual upkeep.

Experience a smarter way to integrate & synchronize.

Discover the power of seamless connections, bridging your favorite tools for optimized workflow and productivity. Unleash the potential of unified platforms with Getint.

Book a Demo