AppAssessor / Admins

Supercharge Productivity With a Tailored Salesforce and Jira Integration [In-Depth Overview]

By Andreea Doroftei

Branded content with Grazitti Interactive

Streamline your support or sales workflows (for both internal and external users) by controlling every aspect of your Salesforce and Jira integration. 


  • Ensure full transparency with bi-directional sync – to and from Salesforce and Jira. 
  • Increase productivity with custom tailored Jira project-based integrations for both Standard or Custom Salesforce Objects. 
  • Make use of Sinergify’s Jira compatibility for your internal teams to reach a resolution faster – you can even choose from multiple Jira platforms or Salesforce Clouds.
  • Easily report on the team’s performance and activity on either the Salesforce or the Jira side – or both.

With so many applications to choose from nowadays, it should come as no surprise that the different tasks teams are working on could be managed on different platforms. While using Salesforce as your CRM, it’s common for a separate issue and project tracking system such as Jira to be used for development teams. Could automation help enhance this setup? Absolutely! 

Sinergify is a Salesforce-native application developed by Grazitti Interactive, and it could be the answer to simplifying the overall process between Salesforce and Jira. With a steady bi-directional sync for issues, comments, and even attachments, this tool is sure to create a time-saving “synergy” for your teams to leverage to deliver seamless support in close collaboration. 

This in-depth overview will showcase the main features Sinergify has to offer, including ideal use cases and the setup effort, as well as how fast your users can (and will) adopt this new integration.


Sinergify is a Salesforce managed package that offers a native experience, as well as a Jira plugin, which ultimately enhances the experience between the two tools – tools you are most likely using every day to manage tasks, projects, and customer data. 

This Salesforce and Jira connector is also compliant from a security perspective with multiple certifications under their belt.

Salesforce and Jira Integration to Your Liking 

It’s time we take a deep dive into the particularities of this point-to-point Salesforce and Jira Integration mechanism. It’s worth noting that, regardless of how simple or complex your processes may be, Sinergify has the potential not only to alleviate the burden of endless data input, but also to allow you to use the issues types and Salesforce Objects you need. 

Configuration, Objects, and Field Mapping 

The main place to control your integration will be the Admin Setting page from the dedicated Sinergify app. Here you can link your Jira instance(s), map your Salesforce Objects, and – of course – granularity to decide how and what is going to happen. Be sure to take a look over this step-by-step guide to discover all of the options.

The Salesforce Object and field mapping has a dedicated section where you can relate the individual Object to a Project, and start adding the relevant fields. Additionally, for every single field, you will have Target options (Jira, Salesforce, or Bi-directional) which will determine the sync. As you can see on the left-hand side panel, there is also the option for a Global Mapping – this will apply to all projects, as well as setting default values for certain fields.

Validated Record Data 

Prior to creating, cloning, or even linking a Jira issue to a Salesforce record, you have the option to create Validation Rules. Much like their Salesforce alternative, they are meant to check the record data based on criteria and then display an error message. The great news here is that you can use filter logic to tailor your condition, and these can be either global or project focused.

Create Issues

Following the actual setup within the Sinergify app, it’s time to expose the custom component on the Record Pages you need. It’s similar to any other component in that you can pick and choose where to add it, but the main section makes most sense to best view all relevant information. Additionally, while adding the JiraRelatedListLightning component, you can choose which buttons to display to the users.

After saving and activating the Record Page (if needed), you can simply go ahead and click the “Create” button under the new Jira tab. Note that the Jira Fields section will display the fields you chose to map out within the Admin Settings.

Relate Salesforce Records to Jira Issues

Even if you don’t need to create the Jira Task or Story (or whatever issue Type you choose to map) from Salesforce since it already exists, you can relate the Salesforce record directly. Once the Sinergify Jira app is set up, you can easily link Salesforce records. In addition, if there are multiple Salesforce records impacted by a bug, for example, there will not be a problem linking multiples to the same Jira record.

Sync Comments and Attachments

It’s no wonder that Comments and Attachments come up here, considering a conversation could take place in either Jira or Salesforce, and different helpful screenshots or documents could also be shared on either of the platforms.

Sinergify considers all possibilities, and offers a few options including selective filtering once the sync is enabled.

For example, the Qualifier for both Comments and Attachments in my developer org is SFDC. This means that the items with that particular qualifier will be synced over, while the other will be skipped. This way, you can have in Salesforce only a subset of the attachments that are present on the Jira issue.

Automatically Create Jira Issue

Since user input is not necessarily available in all situations, Sinergify also makes it easy to automatically create the issues that you need directly in Jira, without the need for someone to have to actually click on a button or input information manually. 

This can be achieved through Salesforce Flow or Apex, as long as the input formula SobjectId_Project_Type_instance has the correct format and data: 

  • SObjectId represents the Record Id – in the example below, that is the Opportunity Id. In a scenario in which you are using Sinergify with Service Cloud, this might as well be the Case Id. 
  • Project refers to the actual Project Key from Jira. This would be the prefix of the issue number you’re seeing in Jira, or in brackets next to the Project Name when selecting it from the Projects dropdown. 
  • Type would translate into the issue type, which is Task in this example. 
  • Instance can be found once you have connected a Jira instance within the Admin Settings page in the Sinergify app in Salesforce, and will be displayed in the right-hand corner.

Advanced Search Capabilities

Perhaps one feature you didn’t expect to see (but is extremely useful, especially in avoiding duplicate creation) is the capability to search for Jira issues, either separately or during the new issue creation directly from Salesforce. 

The potential result is a functionality that can be enabled or disabled within the Configuration setting. This will allow you to select existing issues and further filter to display the open issues only.

If you’re not looking forward to creating an issue, simply search in Jira Projects – the Search button will become your new best friend! This time, the search functionality will allow you to manually choose the instance, the Project, and the issue types, as well as enter keywords as needed – all without leaving Salesforce.

As you may have noticed in one of the examples above, the search is available the other way around as well – searching Salesforce Object records while working in Jira to link them to the record. You can choose to search within any connected Salesforce object, and in this example it was the Opportunity.

Layout Customization

Within the Configuration section of the Sinergify Jira app, you will find the option to configure fields. This is very similar to Salesforce, in the sense that you can decide the searchable fields from the list and which fields appear on the actual layout, as well as the compact view when checking out the Sinergify dedicated section on a Jira issue. 

Since there will also be a direct link to open the record in Salesforce if required, there shouldn’t be a need to add all the fields. To avoid clutter, add only the key ones in each section which will support the Jira assignee.

Analytics and Reporting

By this point, you are most likely wondering how reportable all this data will be, considering that it lives – in the end – on two different platforms. Analytics is something the Sinergify team clearly invested in, as multiple Report Types are readily available for you to choose from. By default, reporting is enabled for standard fields like Summary, Description, or Status to name a few, but you can individually enable reporting for each field mapping.


Sinergify is sure to evolve alongside business needs and technology changes, so it comes as no surprise that Sinergify Assist will soon become available to users. This feature will offer AI-based recommendations to agents that will surface similar closed Cases if there is a need to create a Jira task, as well as identify the values to pass on automatically based on Historical Data.

Additionally, within Field Configuration, users will soon have the ability to map third-party Jira application fields directly. The Jira plugin will also get an update in the following releases, through the ability to show potential results in Jira while creating Salesforce records.

Use Cases

The integration possibilities between Salesforce and Jira using Sinergify are not only too many to count, but also easily manageable either by Salesforce or Jira Admins. This alone opens up the possibilities of achieving a vast array of use cases, regardless of the teams, personas, or Salesforce Objects involved. 

That being said, the main use case which can benefit any team really is the immediate enhancement of the collaboration aspect – Sinergify ensures this even when it comes to teams working fully segregated, each with their own processes, in Jira and Salesforce. 

Multiple Jira instances and projects can be synced to Custom or Standard Objects, with the bi-directional sync ensuring that the actual users, be they engineers or business users, do not have to leave the platform they’re doing their work in.

For example, a lot of companies offer free trials, which may at some point involve the engineering team for provisioning. In a scenario where the trial request is registered into a Salesforce Object initially, a Jira ticket can now be created immediately for the engineering team to take action, with the final result directly displayed in Salesforce for the support teams to view. 

In addition to a speedy resolution, both systems are going to be in sync, with each of them representing the source for different data points.


When thinking about increased productivity and no longer switching between applications, the positive impact Sinergify can have within your organization is not only immediate, but also here to stay! Especially during busier times (for example, product launches), teams can receive almost instant updates directly where they are already accustomed to working – be it Jira or Salesforce. 

Additionally, complex integration logic can easily be achieved using Salesforce by leveraging functionalities such as Flows and Apex. Sinergify comes with global methods that can be used by developers to push or pull data from Jira. 


As you would expect from a managed package, the installation is as straightforward as it can be, and access is granted either to admins only or to particular profiles during this step. Permission Sets can be assigned afterwards to extend the access to other users as needed depending on which option you chose. Note that you should make sure Ideas and Incident Management are enabled before proceeding. 

On the Jira side, you will have to install the app below, which will connect to the Salesforce instance of your choosing through a connected app. There should also be a dedicated integration user established – the one that all updates are completed through.

While there are a few more steps to be completed in both Salesforce and Jira (including the actual connection as you can see below), the advantage of going through all setup details from the beginning is that you can choose exactly how the synchronization between the two platforms is happening, to the smallest detail.

All step-by-step Setup details are presented in the written documentation. It’s also worth exploring the available videos, as well as the entire Knowledge Base which contains information on any topic you could think of, including error handling. Moreover, all the relevant information is immediately accessible from the Admin Settings page within the Sinergify app.


In case you have specific questions not covered by the extensive documentation already provided by Sinergify, you can always Submit a Case from the Support menu on the website. 

The Sinergify support team has stellar customer reviews which didn’t go unnoticed on the AppExchange listing, so your question will certainly be answered in no time at all – available in up to 18 languages.  


Based on your organization’s needs, pricing can be discussed further with the Sinergify team. Please note, though, that pricing currently starts as low as $2.5/user/month, but this will vary depending on the specific options you would like to make use of. You can request a quote directly on the website to receive a customized offer.


Finally, it’s great to see a Salesforce-native application like Sinergify, which easily makes the entire process of navigating between Salesforce and Jira far easier than it normally is. If you’ve been in a situation where you’re having to search records, input examples for an issue, or even check if a defect has been opened (or not), this tool is definitely worth a try. 

Sinergify offers a free trial – sign up by completing this form and take all functionalities for a spin.

The Author

Andreea Doroftei

Andreea is the Salesforce Technical Writer at Salesforce Ben.

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