How Jira–Zendesk Integration Helps Q-Free Cut SLA Risk
For Q-Free, Getint’s integration wasn’t just about convenience - it was a strategic investment in support efficiency, contractual compliance, and scalability.
For Q-Free, Getint’s integration wasn’t just about convenience - it was a strategic investment in support efficiency, contractual compliance, and scalability.
Client: Q-Free
Industry: Intelligent Transportation Systems
Integration: Jira ↔ Zendesk
Key Benefit: SLA protection and reduced operational overhead
Q-Free, a global leader in intelligent transportation solutions, operates in a complex support ecosystem that includes numerous sub-vendors. Customers submit tickets that often require collaboration with external parties. Previously, managing this process manually consumed significant time and introduced unnecessary delays.
Each customer ticket requiring vendor collaboration had to be relayed manually to another ticketing system - a task that involved communication back and forth, status monitoring, and closure verification. This not only strained internal resources but also created a real risk of breaching service level agreements (SLAs), which could have legal and financial implications.
Q-Free turned to Getint’s Jira–Zendesk integration to automate and centralize its ticket handling. The integration enables Q-Free to:
This setup effectively turns Getint into an automated bridge between internal and external support systems, eliminating the need to manually relay information.
Q-Free estimates that each manually relayed ticket previously consumed 15 minutes of staff time. With the volume of such tickets across the year, they conservatively estimate a savings of 40 hours annually - the equivalent of an entire workweek of labor.
But the true value goes beyond time.
"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."
By removing the manual relay step, Q-Free significantly reduces the risk of SLA breaches. Tickets are processed faster, escalated quicker, and tracked more reliably - both internally and by sub-vendors.
“Getint has provided us with two major solutions over the past few years:
As Q-Free continues to expand through acquisitions, Getint has also played a crucial role in migrating historical data from legacy platforms to Jira - preserving critical knowledge and allowing the company to retire old systems without sacrificing visibility into past work.
For Q-Free, Getint’s integration wasn’t just about convenience - it was a strategic investment in support efficiency, contractual compliance, and scalability. Whether it’s automating complex support workflows or assisting in system migrations, Getint has proven itself a reliable partner at every stage of their growth.
The integration allows seamless two-way synchronization of issues between Jira and Zendesk. This includes ticket fields, statuses, comments, attachments, and custom fields - ensuring both systems stay up to date automatically.
You can sync issue types, statuses, comments (internal or public), attachments, and any custom fields. Mappings can be fully customized based on your workflows and business needs.
Yes. Getint is Cloud Fortified and follows Atlassian’s highest standards for security and scalability. It supports large-scale enterprise environments and is compliant with industry best practices (ISO 27018, ISO 27001, GDPR, SOC2 TypeII - in progress).
Absolutely. You can use JQL filters on the Jira side and custom criteria on the Zendesk side to control which tickets sync - like open tickets only, or based on tags, status, or priority.
The integration reduces delays by removing manual steps, enabling real-time sync between systems. This helps teams meet SLA deadlines by ensuring tickets are actioned and updated promptly, without needing to “relay” messages.
Q-Free needed to route customer support tickets involving sub-vendors automatically, without relying on manual communication between systems. The integration created a single endpoint in Jira to trigger Zendesk workflows downstream.
Q-Free estimates saving around 40 hours per year, previously spent on manually relaying tickets between systems. But the real value is in protecting SLA performance and reducing the risk of contractual breaches.
Tickets related to customer issues that require sub-vendor involvement are synced. These include multiple Jira issue types - Change, Incident, Improvement, Problem, and Task - all mapped to Zendesk’s Ticket type.
No. In addition to active integration, Q-Free relied on Getint to migrate data from a legacy ticketing system to their current Jira setup, preserving historical context and avoiding unnecessary licensing costs.
Yes. Q-Free values Getint for improving ticket response times, supporting growth through mergers, and enabling smooth transitions between systems - delivering both operational and strategic benefits.
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