IATA: Bridging Internal and External Support with Getint's Salesforce-Jira Integration
Getint helped IATA bridge the gap between internal and external service operations by integrating Salesforce and Jira.
Getint helped IATA bridge the gap between internal and external service operations by integrating Salesforce and Jira.
The International Air Transport Association (IATA) represents over 300 airlines and supports the aviation industry through global standards for safety, efficiency, and sustainability. Headquartered in Montreal, with its executive office in Geneva, and offices in more than 50 countries, IATA operates a highly distributed support structure serving approximately 1,700 internal users.
John Aguiar, Global Service Desk Manager at IATA, oversees IT operations from the Montreal office. His team is responsible for managing IT services globally and ensuring a seamless connection between internal operations and external customer support.
“We're closer to the 1,700 mark than the 5,000 mark. But with regional teams around the world, it’s a complex and truly global environment.” – John Aguiar, Global Service Desk Manager, IATA
IATA relied on two separate platforms to manage support operations:
The lack of integration between these platforms created friction and inefficiencies:
“People were literally copying and pasting from Salesforce into Jira. It was inefficient, error-prone, and simply not sustainable. We needed a better way.” – John Aguiar
IATA had previously used Getint for a Zendesk–Jira integration managed by a local partner. That integration was so reliable, it went unnoticed for over a year until a vendor-side change brought it back into view.
“We set up the Zendesk integration and literally forgot about it. It worked so well that no one even thought about it again, until something changed on the vendor’s side. That was the proof it worked.” – John Aguiar
When it came time to integrate Salesforce and Jira, Getint was a natural choice.
“When you look at the number of downloads, reviews, and star ratings on the Marketplace, Getint stands out. We also knew from our own experience that the product worked.” – John Aguiar
The integration required synchronizing key information between Salesforce (used by customer-facing teams) and Jira Service Management (used by internal support teams).
“Our customer service agents work in Salesforce. Our technical teams work in Jira. The idea was not to make anyone change platforms, but to make the platforms work together.” – John Aguiar
The implementation was smooth and fast:
“Once the teams on both sides - Salesforce and Jira - were aligned, and the MVP was defined, we moved quickly. No scripting. Just configuration through the UI. (...) It wasn’t like we needed to integrate 100 fields. We focused on the ones that mattered - priority, comments, attachments, and a few others.” – John Aguiar.
“A P1 issue has a two-hour SLA. We need that information in the right hands immediately. The integration helps us stay on target.” – John Aguiar
“We used the UI exclusively. No custom scripts. And the system just works. That’s what you want in an integration.” – John Aguiar
The IATA team was impressed with the responsiveness and professionalism of the Getint support team.
“Once we reached out, the support from Getint was excellent. Quick responses, accommodating, and efficient. The agility of the team really stood out (....) With larger vendors, everything has to go through layers of approvals. Getint was different - fast, collaborative, and focused.” – John Aguiar.
Getint helped IATA bridge the gap between internal and external service operations by integrating Salesforce and Jira in a way that was seamless, scalable, and support-driven. The result is a reliable solution that improves team efficiency, strengthens SLA adherence, and ultimately delivers a better experience to IATA’s customers and members.
Learn more about integrating Jira with other platforms for enhanced IT operations.
“The best integrations are the ones you can forget about - because they just work. That’s what Getint gave us.” – John Aguiar
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Looking to integrate Salesforce, Zendesk, or other platforms with Jira?
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Integrating Salesforce and Jira allows customer-facing teams (e.g., sales or support) to collaborate effectively with technical teams (e.g., developers or IT). It eliminates manual copy-pasting, ensures real-time data synchronization, and helps both sides resolve issues faster without switching platforms.
It can be either, depending on your needs. In IATA’s case, the integration is bi-directional, meaning updates, comments, attachments, and status changes flow back and forth between Salesforce and Jira.
No. With Getint, the entire setup can be done through a user-friendly no-code interface. Even IATA, a large global organization, implemented the integration entirely through the UI - no scripting required.
You can sync a wide range of data including issue descriptions, custom fields, comments, attachments (like videos or screenshots), statuses, and priorities. The exact fields depend on your use case and can be customized during configuration.
It varies based on complexity, but in IATA’s case, initial field syncs were visible within a week. The key is having alignment between the Salesforce and Jira admins and a clear understanding of which fields matter.
IATA’s internal support teams used Jira Service Management, while their customer-facing teams worked in Salesforce. Without integration, information had to be manually copied between systems, which was inefficient and prone to errors. They wanted a seamless bridge to improve SLA performance and service quality.
While both Salesforce and Jira contain many fields, IATA chose to synchronize only the 10 to 12 most critical fields, such as issue priority, attachments, and comments - enough to support resolution without cluttering either system.
Not much. Most required fields already existed in both environments. However, the team did spend time mapping fields properly to ensure meaning and structure aligned between platforms.
The integration dramatically improved operational efficiency and helped IATA better meet its SLA commitments. It eliminated manual ticket handling and ensured that both internal and external teams were working with the same, real-time information.
They had already used Getint successfully for a Zendesk–Jira integration and found it so reliable they forgot it was running. That experience, combined with strong Atlassian Marketplace reviews and fast support, led them to confidently choose Getint for this critical integration.
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