Connect your System to JIRA
We leverage Zapier to keep our support and dev teams connected. Our support team leverages Aysling to manage all support tickets. But there are times we need to get a developer involved to help diagnose a problem or assign a bug to fix the problem. When it comes to a bug, we make sure to connect the support ticket to JIRA so the support team and customer are updated on the status.
In order to get started, our QA team enters the bug ticket into JIRA and includes a link to our support ticket as a custom field on the JIRA ticket; this allows us to update the ticket when a Developer pushed a change. We manually create the tickets because our tickets usually have more information than the developer needs to fix the problem, e.g., customer back and forth and troubleshooting.
We use 'Updated Issue in JIRA Software Cloud' to start the process. Our next step is to trigger an update in our instance.
The key to make this work is the custom field that finds the ticket based on the link we entered in JIRA.
Once the status updates in our site, an automation workflow is trigger set to alert the customer and the support rep a change is ready for testing.
On the 2nd Wednesday of each month, we push our changes. However, there are also times throughout the month where we push changes to production for critical fixes. We leverage the same workflow as before, but trigger a different status update.
We now trigger an update to a resolved status which lets the customer know the problem should be fixed in production; it also triggers a closure notification of the support ticket.
