Walnut, Calif. & Chennai, India (PRWEB) March 26, 2012
Freshdesk, the cloud-based social help desk software provider, has announced an integration with the latest version of Atlassian’s popular bug and issue tracking tool, JIRA 5.
The new integration brings the software engineering team even closer to the end customer. Support agents can directly link bugs reported by customers to existing issues in JIRA, or even create a new issue from within Freshdesk. Through this integration, Freshdesk automatically maps status updates and bug-related data in JIRA to the corresponding tickets raised by customers in the help desk.
“JIRA helps software development teams provide their end-users with high-quality software, while Freshdesk allows them to continue the relationship through exceptional customer support,” says Girish Mathrubootham, CEO of Freshdesk. “With the new integration, engineering teams will be able to identify the bugs that most customers want to be fixed first, and prioritize their projects and tasks accordingly.”
Freshdesk already provides capabilities like “one-touch scenario automations” that allow support agents to flag a ticket as a bug, forward it to any issue tracking application, and assign it to the corresponding group for follow up. With the latest JIRA integration, Freshdesk closes the gap between developers, support agents and customers even further.
Customer support teams also get a consolidated view of all customers who have raised the issue. Since status updates in JIRA automatically get reflected in Freshdesk, support agents can check the progress on a bug and keep customers informed.
"Freshdesk's new integration with Jira has enabled us to seamlessly connect our customer support team with our product and development teams. A brilliant addition to an already impressive service.", said Tom Beck, a Freshdesk customer from Rightster.com.
With this integration, businesses can finally allow customer support and project management to complement each other. The Freshdesk/ JIRA integration supports both on-demand and on-premise variants from JIRA 4.x up to the latest version- JIRA 5.
Freshdesk is a SaaS-based social customer service platform that enables small and medium sized businesses to roll out a professional and modern customer support system. Freshdesk offers a no-strings-attached freemium pricing model where the first agent is always free - even if businesses only have one agent. Freshdesk’s features include multi product support, knowledge base, self service portal, community forums and tools to leverage mainstream social media for customer support. For more information, please visit http://www.freshdesk.com.