Jira

Zendesk

ServiceNow

Integration

InoApps: Jira, ServiceNow and Zendesk Integration

In 2023, InoApps, a global Oracle consultancy, implemented Getint to automate Jira Service Management ticket synchronization with multiple ITSM platforms (like Zendesk and ServiceNow). By eliminating manual copying, the integration improved SLA accuracy, reduced errors, and enabled seamless workflows—all managed centrally and securely.

Find Out how we did it!

Client Overview

Industry:

ITSM

Managed IT Services

Company size:

Mid-market

Location:

Global

KEY STAKEHOLDER

Brian McCabe

EVP at InoApps

Oracle consultancy and managed services provider with 500+ customers
Supports 132 clients using Jira Service Management globally
ITSM tools at client-side included Zendesk, ServiceNow, and others
Faced inefficiencies and errors from manual ticket copying
Implemented automated, secure, UI-based sync across platforms

Scope of Work

Multi‑Tool ITSM Synchronization

Connected Jira Service Management with Zendesk, ServiceNow, and more for seamless ticket flow.

Eliminate Double‑Keying

Replaced manual copying with automated real‑time ticket sync, eliminating errors and delays.

SLA & Workflow Accuracy

Ensured SLA data and status updates were reflected instantly across platforms.

Secure User‑Like Integration

Integrated via user-level access to maintain strict data control and security compliance.

Integration Objective

To replace manual ticket copying with fully automated, secure synchronization across Jira and other ITSM tools, ensuring faster updates, accurate SLAs, and improved efficiency—without needing client-side installation or customization.

Data Integration Specifics

Issue Types:

The integration handled tickets from:

JSM Issues
Zendesk Tickets
ServiceNow Incidents

Field Mapping:

Synced key fields including:

Ticket IDs, Status
Comments (public/private)
Attachments
SLA and timestamp fields

Scripting and Custom Development Support

Used UI-based rule builder and security-focused setup—no code needed, but tailored logic available for dynamic SLA handling.

Success Metrics

The integration’s success was defined by

No More Double‑Keying
Eliminated manual copy/paste workflows entirely.
Improved SLA Accuracy
Real‑time updates kept SLA metrics consistent across systems.
Scalable Integrations
Integrated with multiple tools and clients using the same setup.
Secure, Configurable Workflows
Maintained strict data control using user-level integration mimicry.

Vendor Selection Process

InoApps selected Getint after custom API integrations proved costly, rigid, and hard to maintain. Getint’s UI-driven, no-code platform offered rapid deployment, strong security, and flexible mapping across ITSM systems. The responsive co-development support from Getint also played a key role in the decision.

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 Multi-Tool Sync

Connected Jira JSM with Zendesk, ServiceNow, and more for live ticket flow.

Manual Processes Eliminated

Removed manual data entry, improving efficiency and accuracy.

SLA and Attachment Sync Maintained

Ensured all comments, files, and SLA statuses were transferred reliably.

Central, Secure Management

Administered integrations from Jira with full control and visibility.

What Key Stakeholder Say

“Before Getint, we were stuck in a loop of copying and pasting information manually. It was inefficient and prone to errors.”

Brian McCabe

EVP at InoApps

Conclusion

Getint’s integration solution transformed InoApps from manual chaos to automated ITSM harmony—enabling accurate, efficient workflows across multiple platforms.

With scalable deployment, strong security, and responsive support, Getint is now a core part of InoApps’ managed services offering.

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Frequently asked questions

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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.

Did this replace manual ticket copying?

Yes—they fully automated sync across JSM, Zendesk, and ServiceNow.

Were SLAs accurately synced?

Yes—SLA statuses and timestamps update in near real time across all tools.

Is this scalable across clients?

Yes—InoApps applied the same integration to multiple ITSM platforms and clients.

Was custom coding required?

No—Getint’s UI rule builder handled everything, though tailored logic was supported.

Was security affected?

No—Getint mimics end-user access, ensuring secure, controlled data flows without leaks.

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