Case Study: Qoria reduces manual Jira-Zendesk escalations with Exalate

Qoria cuts manual escalations by 15–20 minutes with Exalate

Qoria, a global company, faced significant inefficiencies in its support operations due to siloed regional teams and a slow, manual process for escalating issues from Zendesk to Jira. Each escalation required 15-20 minutes of manual work to gather information and hand off tickets between teams. The default Jira automation was not versatile enough for their specific needs, prompting them to seek a better integration solution from a vendor like Exalate.

Exalate provided a highly customizable bidirectional sync between Jira and Zendesk, which was implemented with the help of their scripting capabilities and integration engineers. The solution automated the escalation workflow, syncing ticket statuses and internal comments in near real-time. This eliminated the manual work per escalation, saving 15-20 minutes each time, and provided a clean audit trail, leading to immediate time and cost savings that were easily demonstrated to leadership.

Qoria