ECHO Jira Sync

How We Simplified Client Communication and Saved Costs

Introduction

Industry

Non-Profit

Solution

ECHO Jira Sync

Location

San Francisco

Our developers live in Jira. It works well for them, but the company also expects our customers to use Jira to log and track issues. That’s where things started to fall apart. Instead of making things easier, this setup slowed everything down and drained resources.

Mission

Most clients weren’t technical, and Jira felt confusing and overwhelming. Many of them avoided logging in altogether, which left communication with developers messy and unreliable. On top of that, the company was paying for Jira licenses for every client - a burden for a system their customers didn’t even want to use.

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Solution

Our customers were already familiar with Salesforce Cases - they knew how to create them and track updates. So instead of introducing something new, we decided to make Salesforce Cases the main entry point for client requests.

This way, customers could keep using a system they already knew, without having to deal with Jira. Behind the scenes, developers and admins could continue working in Jira as usual, while staying connected to clients through a sync between the two platforms.

To make this possible, we set up a shared Jira user inside Salesforce for the integration, which meant clients didn’t need separate Jira licenses. Updates flow both ways - Jira Webhooks send information to Salesforce, and Record-Triggered Flows combined with Apex code push updates back to Jira.

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Results

Clients got a simple, straightforward experience through Salesforce. Since they were already comfortable with Salesforce Cases, anyone could easily create a Case and follow updates coming directly from Jira. On the other side, developers and admins stayed focused on Jira. Communication between both sides became smoother, faster, and more reliable.

By streamlining the process, the company also reduced the number of Jira licenses needed — cutting costs and freeing up budget for other priorities.

If you're struggling with similar integration challenges or costly tool conflicts, we can help you find a smarter solution that works for everyone.

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