Jira

Zendesk

Integration

Q-free SLA Management: Jira—Zendesk Integration

Q‑Free, a global leader in intelligent transportation solutions, implemented Getint to integrate Jira with Zendesk—automating support ticket flow to sub-vendors while safeguarding SLA commitments. This two-way sync streamlined issue routing, status updates, and comments, significantly reducing manual overhead and SLA risk.

Find Out how we did it!

Client Overview

Industry:

Automotive

ITS

Company size:

Mid-market

Location:

Global

KEY STAKEHOLDER

Mitchell Terry

Director of Software Operations at Q-Free

Global ITS provider managing complex support workflows
Integrated Jira with Zendesk to automate sub-vendor ticket routing
Two‑way synchronization of issue types, statuses, comments, and attachments
Eliminated manual relaying and SLA breach risk
Scalable solution supporting future migrations and acquisitions

Scope of Work

Automated Ticket Routing

Configured Jira to auto-create and sync Zendesk tickets for vendor collaboration.

Bidirectional Status & Comment Sync

Ensured real-time updates flow both ways, including comments and attachments.

SLA Risk Reduction

Eliminated manual ticket relay to prevent delays and contractual breaches.

Scalability & Legacy Migration

Deployed with high scalability and assisted with historical system migration.

Integration Objective

To automate and standardize ticket handoffs between Jira and Zendesk—minimizing SLA risk, reducing manual efforts, and enabling scalable vendor collaboration while syncing all critical ticket details.

Data Integration Specifics

Issue Types:

Synchronized issue types:

Change, Incident, Improvement, Problem, Task → Zendesk Tickets

Field Mapping:

Mapped fields included:

Status ↔ Status (e.g., “In Progress” ↔ “Open”)
Comments (internal/public)
Attachments
Custom fields

Scripting and Custom Development Support

Configured via Getint’s UI using automated type-&-field mappings; included optional scripts to support legacy platform migration.

Success Metrics

The integration’s success was defined by

40 Hours Saved Annually
Eliminated 15 min per ticket manual relay across many support cases.
SLA Breach Risk Eliminated
Automated workflows ensure timely vendor responses.
Full Ticket Fidelity
Comments, attachments, and statuses synced seamlessly.
Scalable & Compliant
Solution supports large-scale migrations and vendor onboarding efficiently.

Vendor Selection Process

Q‑Free selected Getint as it offered robust Jira↔Zendesk sync with full field and status mapping, SLA-focused automation, and scalable capabilities—complemented by security standards (ISO 27018, GDPR, SOC2 Type II) and proven track record in similar deployments.

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

Automated vendor ticket routing

no manual relay needed.

SLA compliance secured

reducing contract breach risk.

High-fidelity synchronization

preserved full ticket details.

Scalable, future-proof integration

ready for legacy consolidation.

What Key Stakeholder Say

“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.”

Mitchell Terry

Director of Software Operations at Q-Free

Conclusion

Getint enabled Q‑Free to secure SLA compliance and efficiency by automating ticket workflows between Jira and Zendesk.

With full issue fidelity, reduced manual effort and scalable deployment, Q‑Free gained a reliable bridge between internal operations and vendor support—a strategic asset in their global service model.

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Frequently asked questions

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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.

Can this integration save operational time?

Yes—Q‑Free saves around 40 hours annually by removing manual ticket relaying.

Does it prevent SLA breaches?

Yes—automated syncing ensures timely updates and avoids contractual risks.

Are comments and attachments synced?

Yes—all comments, attachments, statuses, and custom fields are preserved.

Is setup simple and scalable?

Yes—Jira Zendesk Integration is configured via UI with optional scripts for legacy data; ready for scaling.

Is the solution secure and compliant?

Yes—Getint is ISO 27018, GDPR-compliant, and SOC2 Type II audited.

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