Case Study: Ideagen scales operations and streamlines Jira-Zendesk workflows with Exalate

How Ideagen Scaled Up Operations By Integrating Multiple Jira Instances with a Zendesk Instance

Ideagen, a global leader in governance, risk, and compliance software, faced a scaling challenge caused by its frequent acquisition of new companies. Their support team used a central Zendesk instance, while each newly acquired company often had its own Jira instance for development. The native integration tools could not connect their multiple, isolated Jira instances to their single Zendesk helpdesk, hindering efficient collaboration between support and engineering teams. They turned to the vendor Exalate to find a solution.

Exalate provided a powerful and flexible integration platform that connected Ideagen's Zendesk to all of its various Jira instances. The solution, which included custom sync rules and powered an in-house app called Jira Link, automated ticket management and status updates between the systems. This resulted in a more efficient and automated handover process, a seamless onboarding experience for new acquisitions, and significant operational scalability for Ideagen, all while being a cost-effective solution.

Ideagen

Kyle Taylor

Operations and Analytics Specialist