How automated bi-directional sync replaced a broken manual handoff and gave the Support team back their time.
The client is a B2B SaaS company with a clearly defined boundary between their Customer Support team and their Product engineering team. Support lived in Salesforce. Product lived in Jira. For most day-to-day cases, that separation worked fine, but when a case got complex enough to require engineering involvement, the process fell apart fast.
There was no automated path between the two systems. When a Support rep escalated a case, the next step was entirely manual: a Slack message, an email, or a hallway conversation. The Product team would then create their own Jira ticket from scratch, often missing critical context or duplicating effort in the process. Once Product picked it up, the return loop to Support was equally fragmented. Reps had no visibility into what was happening unless they chased it down themselves.
The real cost was not just wasted time, it was the customer experience. Support reps could not give accurate resolution timelines because they genuinely did not know where things stood. Cases aged longer than they should have. Leadership recognized this as a workflow problem, and brought me in to close the gap between the two systems.
I owned this project end to end, from scoping the solution through final deployment. That included requirements gathering with both the Support and Product teams, making the technical decisions on integration behavior, configuring the automation on both sides of the connection, and managing testing before go-live.
I was the sole technical resource on the integration build. Both teams contributed to the workflow logic discussions, but I was responsible for translating those requirements into working configuration inside Celigo and Salesforce. I also took ownership of documentation so the integration would not become a black box once I rolled off the engagement.
I started with a joint discovery session with leads from both teams. The goal was to understand what information actually mattered to each side and when. Support cared about knowing when Product acknowledged the issue, what the resolution timeline looked like, and when the ticket was closed. Product cared about receiving the right case context the moment a ticket landed in their queue without having to dig back into Salesforce themselves.
Once that was clear, I made a key decision: the integration had to be event-driven, not scheduled. A polling-based sync would have introduced update delays that did not match how the Support team actually worked. When a rep escalated a case, they expected Product to know about it immediately, not in thirty minutes when the next batch job ran.
Celigo was used as the integration platform because it gave me real-time trigger capability on both sides without requiring custom code development. From there I built the Salesforce automation logic first, then the field mapping and record creation flows in Celigo, and finally the inbound update flows that pushed Jira changes back into Salesforce. The integration flow looked like this:
Testing happened in a sandbox environment using real scenarios pulled from historical escalated cases. I walked both teams through the full automation flow before go-live and delivered a short reference document for the Support team explaining exactly what the automation would do, when it would do it, and what remained in their hands.
The following components were configured, tested, and deployed as part of this engagement:
Case escalation trigger that fires an outbound event to Celigo in real time when a qualifying escalation type is detected on a Salesforce case.
Field mapping from Salesforce case to a new Jira ticket on the Product board, including case summary, priority, customer context, and a direct link back to the originating record.
Automated flow that writes Product team comments, status updates, and ticket closures back to the corresponding Salesforce case immediately, giving the Support team real-time visibility without manual follow-up.
Full data relationship map between the two systems covering every field in scope and the transformation logic applied at each sync point.
Maintenance guide covering error handling, re-trigger procedures, and common troubleshooting scenarios so the integration could be supported without requiring ongoing external help.
Once the automation went live, the manual handoff between teams effectively disappeared. Escalated cases hit the Product team's Jira board within seconds of being flagged in Salesforce, and when Product responded or closed out a ticket, Salesforce picked it up automatically. The Support team stopped spending meaningful time each day tracking down status updates, time that went back into customer communication.
Whether you're scaling a CRM, rescuing a troubled implementation, or looking for a Salesforce consultant to join your team, I'd love to connect.