How Qoria  Eliminates 15-20 Minutes of Manual Work Per Escalation with Automated Jira Zendesk Integration

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Qoria is a global leader in digital safeguarding for education, providing real-time web filtering, digital monitoring, and safeguarding case management solutions.

Like many global companies, Qoria wanted to streamline support operations and speed up dev escalations. 

For this case study, we spoke with Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global), about how Qoria transformed their support workflow from a time-consuming manual process to a seamless, automated Jira Zendesk integration.

The Challenges Qoria Faced: Trigger for Change 

When Ellesh became the Head of Support and Enablement Global, he noticed that support operations across different regions were siloed. Each region was handling tasks differently, which was causing inefficiencies. 

He had been in the Head of Service Operations (UK) role for a while, and when he moved into the global position, he started to look for ways to improve things.

Leveraging his engineering experience, Ellesh and Gavin (Global Escalations Manager)  aimed to improve communication and efficiency at Qoria. 

As they continued to work on improving processes, he realized that the cohesion of communication between teams was crucial. 

Ellesh spoke with stakeholders, highlighting how much time was being spent on manual tasks. 

For example, every time there was a dev escalation, it took 15 to 20 minutes to gather the correct information from the customer. Then, it needed to go through several teams, from first-line support to escalation managers, before reaching development. 

Ellesh recognized the spent time and saw an opportunity to streamline the process. 

The inefficiency of having to work across two platforms, Zendesk and Jira, was another trigger for the change. 

This was the tipping point for both Ellesh and Gavin, prompting them to look for a solution that could simplify the workflow and reduce the time spent on administrative tasks.

Solutions Qoria Considered For Jira Zendesk Integration

It’s been a bit of a journey for Qoria because their business needs are quite specific. 

Previously, they used Azure DevOps alongside Jira in Qoria, but the business decided to streamline and focus solely on Jira. The default Jira automation solution wasn’t versatile enough, so they had to do a lot of workarounds. 

Unito was also one of the options they considered, but they found Exalate to be more approachable. They felt Unito was more of a self-serve solution, whereas Exalate offered a more personalized onboarding process. 

“I think Exalate is more approachable than Unito because I think Unito was basically like self-serve. Whereas with Exalate, we could do a customized onboarding.”

  • Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global)

Ellesh believes Exalate will scale as they continue to use it. He is confident it will expand further as they move forward with their global enterprise.

Qoria’s Use Case

Considering Ellesh’s engineering background, we asked if they ever thought about building a custom integration themselves. 

They thought about it, but didn’t want something just out of the box. They didn’t want a simple solution where they just escalated something from Zendesk (support) to Jira (engineering). 

Working with Exalate’s scripting capabilities and Dhiren Notani (integration engineer at Exalate) gave them the advantage of learning more about Zendesk as a tool itself and what it can do. 

Having this ability to build custom integration rules using Exalate with the SaaS tools they use has been great for Qoria.

For example, changing the status to start the escalation workflow from Zendesk to Jira was an important factor for them. And when the Jira work goes back into Zendesk, it tells the support team that a ticket is logged with the hyperlink pointing to the actual work item. 

It’s like being on a journey, where the support team logs into their Zendesk and sees a story of everything that’s happening. When they look at how the bidirectional sync works, they can ask questions directly from Zendesk, without having to log into another platform. 

Qoria’s integration focuses on syncing key fields that are critical for cross-team collaboration. 

Specifically, the following data points are essential:

  • Ticket status updates to ensure both platforms reflect the same state of work, reduce the risk of miscommunication.
  • Internal comments between support (Zendesk) and engineering (Jira) teams, which will allow for smoother handovers, better visibility, and context sharing across teams without requiring users to log into both systems.
  • The syncing should be real-time or as close to real-time as possible to avoid latency in communication.
Jira Zendesk integration Qoria case study

Why Qoria Chose Exalate? 

The key Exalate highlight for the team at Qoria was the speed of the bidirectional sync. Other products they used were slower, and they had to wait for information to flow through. With Exalate, the sync happens almost instantly. 

“We were evaluating various products, and Exalate intrigued us because of the flexibility with coding.”

  • Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global)

Now, with Exalate, the time spent on manual updates is significantly reduced. It still goes through the support team in Zendesk, but once it reaches the escalation manager, it’s just a quick click-and-go. 

The team has also made the process smoother for problem tickets where multiple customers have the same issues.

“We essentially built the custom integration we needed using Exalate, without overcomplicating things.”

  • Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global)

Additionally, the flexibility of the AI is a major advantage. The team can simply say, “I want to do this, how can you help?” and it will provide the necessary code. The AI then asks, “Do you want me to apply it for you?” They can either accept that or enter the script themselves, check if it works, and tweak it if needed. From there, they can evolve the solution as they move forward.

“The bidirectional sync is lightning-fast, seconds, not minutes.”

  • Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global)

Qoria’s Onboarding with Exalate

Exalate intrigued Qoria because of its flexibility with coding. It was particularly unique because Qoria had a specific way of using Zendesk for support operations, and everything needed to integrate smoothly into their development process, which was based on Jira.

Ellesh, with his engineering background, found this to be very beneficial. It wasn’t just about working on a global enterprise level and structuring processes, but also about understanding the technical side of things. 

He wasn’t working alone either. He collaborated with a colleague, Gavin, Escalations Manager of Engineering, who was based in Australia. They worked together because they shared a similar mindset when it came to coding.

“Our Jira Zendesk integration has driven global cohesion. The ticket holds the entire story, from support to engineering and back, which gives us a clean audit trail and protects customers from impact.” 

  • Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global)

At first, the process was a bit daunting due to the new kind of scripting and coding. However, after going through the documentation and collaborating with Dhiren, they began to understand the system much better and could get everything implemented the way they wanted to.

Measurable Improvements After Using Exalate

Since Ellesh also manages Zendesk administration, he can now track reports easily and share them with relevant stakeholders. He reports directly to the COO, enabling him to demonstrate how case loads have decreased and how capacity planning is improving.

With Exalate, the escalation process has become much more automated and efficient.

When a ticket is logged, it is tagged correctly and placed in the right system, making it easier for the team to handle. The bidirectional sync between Zendesk and Jira has proven to be very helpful. It allows support teams to see the full journey of a ticket without needing to log into both platforms.

“When I showed leadership the before/after, manual escalations taking 20–30 minutes plus another 20 to create dev tickets versus a couple of clicks, they saw the time and cost savings immediately.”

  • Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global)

Plus, when a ticket is logged, it goes into the correct tagging system and flows through the proper processes.

The escalation process has been cut down significantly.

Future

“We treat vendors as partners. When things go well, we promote them to other businesses. Exalate is one of those.” 

  • Ellesh Miyangar, Head of Support Enablement/Operations (UK & Global)

This mindset reflects a long-term perspective, where successful solutions are not only adopted internally but are also promoted to other businesses.

Ellesh recognizes the potential for Exalate to expand its reach through word-of-mouth referrals and recommendations, particularly as the product continues to perform well.

Exalate Connector for Asana: Bridge the Business and Engineering Gap Without Breaking Flow

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The Exalate connector for Asana is now live! 

This new connector bridges the collaboration gap between business teams working in Asana and technical teams using Jira, ServiceNow, Azure DevOps, and other platforms, eliminating manual updates and keeping everyone aligned without forcing them to switch tools.

Exalate supports all Asana plans (including Enterprise and Enterprise+) with full synchronization capabilities, regardless of your organization’s size or security requirements

The Problem: The “Coordination Tax”

If you’re a Product Manager, Project Lead, or IT Director, this scenario probably sounds familiar: your business and client-facing teams love Asana for project management, while your engineering teams are deeply embedded in Jira. The result? 

Someone becomes the “human API”, spending hours manually copying updates between platforms, chasing status updates, and dealing with the inevitable miscommunication that comes from maintaining two sources of truth.

This tool fragmentation creates what we call the “coordination tax”, valuable time spent manually copying updates between platforms, creating bottlenecks, and forcing high-value team members into low-value copy-paste work.

Why Exalate for Asana? 

Exalate for Asana eliminates this friction by automatically synchronizing tasks between Asana and your technical platforms, ensuring everyone works from the same reality without leaving their preferred tool.

Who Benefits from Exalate for Asana?

Product Managers and Project Leads

Stop chasing status updates and acting as a human API between teams. Get real-time visibility into development progress without making engineers context-switch into Asana. Focus on strategic work instead of manual coordination.

IT Directors and CTOs

Enable department autonomy without fragmenting your organization. Let business teams stay in Asana while engineering stays in Jira; no forced migrations, no productivity loss from tool-switching, and no vendor lock-in concerns.

IT Operations and Integration Managers

Replace brittle automation chains and homegrown scripts with a purpose-built integration that handles complex workflows, custom fields, and bidirectional sync reliably. Deploy once and forget about constant maintenance.

VP Operations & COOs

Align customer-facing and engineering teams without forcing them to adopt each other’s tools. Reduce project delays caused by miscommunication and outdated information.

Exalate for Asana Integration Use Cases

Cross-Department Synchronization: Marketing and product teams using Asana gain visibility into engineering work without having to understand the other team’s Jira environment.

Agency-Client Collaboration: Professional services firms track client-facing work in Asana while development teams work seamlessly in Jira.

Post-Merger Integration: When acquired companies use Asana and parent companies standardize on Jira, Exalate creates a temporary bridge during consolidation, or a permanent solution if tool autonomy makes sense.

IT Service Management Integration: Your business teams use Asana to manage projects and initiatives, but when they encounter IT issues or need infrastructure changes, those requests need to flow into ServiceNow for proper IT service management tracking.

Sales and Delivery Alignment: Your sales team tracks opportunities in Salesforce, but once deals close, implementation work needs to be managed in Asana, where your customer success and professional services teams operate. When a deal reaches “Closed Won” in Salesforce, Exalate automatically creates a corresponding project in Asana.

Exalate for Asana: Key Features

Comprehensive Entity and Field Support

Synchronize Tasks and Projects with extensive field coverage, including summaries, descriptions, assignees, reporters, statuses, due dates, custom fields (text, number, date, enum, multi_enum, people), attachments, comments, and labels. 

Rich text formatting is fully preserved, and parent-child task relationships sync correctly.

Advanced Flexibility with Granular Control

Unlike other integration solutions limited by rigid templates, Exalate’s scripting engine and AI-assisted integration enable you to customize synchronization at the most detailed level. Control exactly which fields sync, when they sync, and how they’re transformed, down to individual task-level details. 

This fine-grained control ensures security, relevance, and perfect alignment with your workflows.

Real-time Sync

  • Real-time one-way or two-way synchronization with full comment support, including edits
  • Bidirectional updates that maintain context
  • AI-powered mapping assistance

Cross-Organization and Multi-Instance Support

Exalate’s independent sync setup makes collaboration with external parties simple and secure. Each side controls its own configuration, making it perfect for agency-client relationships or post-merger scenarios. 

Plus, Exalate uniquely supports multi-instance sync and unlimited multi-project synchronization. 

Visit our Asana documentation to explore configuration guides and learn how to sync rich text, parent-child tasks, and complex custom field mappings. 

Getting Started

Stop treating integration as an afterthought! 

Exalate for Asana bridges the collaboration gap while respecting how your teams actually work. It’s synchronization that scales with your organization, adapts to your workflows, and just works, so your teams can focus on what they do best.

Start your free trial and experience truly flexible, reliable synchronization between Asana and your technical platforms.

Have questions about how Exalate for Asana fits your specific use case? Our team is ready to help you design the integration for your organization.

Introducing Aida Plan: Your Smart Guide to Perfecting Integration Requirements

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We bring to you Aida Plan, the next step for Exalate’s evolving AI assistance, which helps you define your integration requirements. 

You no longer need to struggle with unclear specifications and lengthy back-and-forths. Aida Plan will guide you through creating crystal-clear, implementation-ready integration requirements in minutes.

The Challenge We’re Solving

Setting up integrations between systems like Jira, Azure DevOps, ServiceNow, or Zendesk can be complex. Often, the biggest hurdle isn’t the technical configuration itself, but it’s knowing exactly what you need to sync and how it should behave. 

Vague requirements lead to:

  • Extended implementation timelines
  • Multiple revision cycles
  • Misaligned expectations
  • Frustration for both technical and business teams

Aida Plan changes this.

What is Aida Plan?

Aida Plan is an intelligent requirements generation wizard built specifically for Exalate integrations. Think of it as your personal integration consultant, asking the right questions at the right time, validating your answers, and ensuring nothing gets missed.

Supported Systems

Aida Plan works with all your favorite tools:

  • Jira (Cloud & On-Premises)
  • Azure DevOps
  • ServiceNow
  • Salesforce
  • Zendesk
  • Freshdesk
  • Freshservice
  • GitHub

How It Works: Your Journey with Aida Plan

1. Quick Setup

Start by telling Aida Plan the basics:

  • Which two systems are you connecting
  • One project from each system
  • Whether you need unidirectional (A → B) or bidirectional (A ↔ B) sync
  • What should trigger synchronization

2. Guided Conversation

After this, Aida Plan walks you through focused subjects relevant to your integration:

  • Sync items – What should be synchronized? (Issues, tickets, work items, incidents, cases)
  • Fields – Which specific data points need to flow between systems?
  • Comments – How should conversations be shared?
  • Attachments – Should files sync across platforms?
  • Statuses & Priorities – How do they map between systems?
  • Custom triggers – What specific events should initiate sync?

You can skip subjects if you’re not ready, add multiple requirements per topic, and revisit or edit anything at any time. 

For bidirectional integrations, you can switch between A→B and B→A directions during the conversation.

3. Smart Validation

Before finalizing, Aida Plan validates that every requirement is:

  • Implementation-specific (no vague statements)
  • Exalate-compatible
  • Conflict-free with other requirements

This ensures your requirements are ready for immediate action, whether that’s technical configuration or AI-assisted setup.

4. Actionable Output

Once complete, you receive your requirements in two formats:

  • An interactive overview screen for quick review
  • A downloadable report (PDF or structured document) for sharing

For bidirectional integrations, you’ll get separate, clear requirements for each direction (A→B and B→A).

Three Powerful Ways to Use Your Aida Plan Output

Your Aida Plan output isn’t just some document, it’s your integration blueprint:

  1. Internal Alignment – Review and refine requirements with your team using a structured, comprehensive document everyone can understand
  2. Accelerated Support – Share your requirements with Exalate support to jumpstart configuration calls. No more time wasted explaining context. Everyone starts on the same page
  3. AI Assisted Integration– Feed your requirements directly into Exalate’s AI-assisted script generator to kickstart automated configuration for your specific use case

Built for Everyone

Aida Plan can be used by solutions architects, IT admins, business analysts, or anyone who is interested in developing integration requirements. The wizard is designed to be simple enough for non-technical users while sophisticated enough to capture complex integration scenarios.

Security & Privacy

Your data matters. All conversations are logged for quality purposes, with personally identifiable information automatically anonymized after 30 days. You only have access to your ongoing conversations, no one else’s.

Get Started Today

Transform the way you define integrations with Aida Plan, now available in Exalate docs. Launch the wizard, answer a few questions, and watch as your integration vision becomes a clear, actionable plan.

Questions? Discuss your Aida plan with our team to get started.

Aida Plan is part of our commitment to making enterprise integrations simpler, faster, AI-assisted, and more reliable for everyone.

Exalate Launches Azure DevOps Server Connector: Real-Time Work Item Sync for Enterprise Teams

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Exalate now supports Azure DevOps Server with bidirectional synchronization, enabling enterprise teams to connect on-premise Azure DevOps environments with Jira, ServiceNow, and other platforms while maintaining full data control and compliance requirements.

About Exalate: Exalate provides powerful, flexible integration solutions for development, support, project management, CRM, IT operations, and other teams. Our connectors enable real-time synchronization across platforms while preserving context and giving you complete control over what data syncs and how.

What’s New: Azure DevOps Server Integration

We’re expanding our integration capabilities with the launch of the Exalate for Azure DevOps Server connector. This new connector brings the same powerful synchronization capabilities you know from our Azure DevOps cloud offerings to organizations running Azure DevOps Server in their own infrastructure.

What is Azure DevOps Server?

Azure DevOps Server (formerly Team Foundation Server – TFS) is Microsoft’s on-premises DevOps platform. Organizations in government, financial services, healthcare, defense, and manufacturing rely on it to maintain complete control over their development infrastructure, meet strict compliance requirements, and integrate with existing on-premises systems.

Unlike its cloud counterpart, Azure DevOps Server gives enterprises full control over where data lives, how security is configured, and when updates happen, which is essential for organizations operating under HIPAA or other industry-specific compliance frameworks.

Why Exalate for Azure DevOps Server?

Your development teams work in Azure DevOps Server. But the rest of your organization might be spread across different platforms.

Product managers live in Jira for sprint planning. Support teams handle escalations in ServiceNow. QA teams track bugs elsewhere. As the number of tools grows, so does the friction.

Teams resort to manual copy-pasting between systems. Critical ticket details get lost in handoffs. Developers waste time hunting down missing information. Project managers spend hours updating status across multiple tools instead of driving strategy.

By integrating Azure DevOps Server with other tools in your stack, like Jira, ServiceNow, Salesforce, Zendesk, and more, you can create a unified workflow that keeps complete context while respecting your on-premises setup.

The connector supports two-way synchronization of Azure DevOps Server work items, including bugs, user stories, tasks, and features.

With this in place, your teams benefit from:

  • Bidirectional sync between Azure DevOps Server and other platforms
  • Send the required information across platforms. Every comment, attachment, and status update flows automatically without errors
  • No more manual “sync tax”. Give developers back their coding time and managers their strategic focus
  • Complete data residency control for compliance requirements
  • Hybrid connectivity between on-premises and cloud tools
  • Full context preservation during work item transfers
  • Partner collaboration, where each side controls its own sync configuration, makes relationships and integrations with vendors simple

Key Azure DevOps Server Integration Use Cases

Let’s explore real-world scenarios where Exalate for Azure DevOps Server makes the biggest impact.

Project Management Collabs: Jira to Azure DevOps Server Sync

This is the most urgent integration need we hear about. Development teams work in Azure DevOps Server because it integrates tightly with the Microsoft stack. Product and project management teams prefer Jira for agile planning and its ecosystem.

Without synchronization, this creates a visibility gap.

With Exalate for Azure DevOps Server:

  • Product managers plan sprints and manage backlogs in Jira with full visibility into development progress in Azure DevOps Server
  • Developers work in their familiar Azure DevOps Server environment without switching tools
  • Status updates, comments, attachments, and priority changes sync both ways in real-time
  • Parent-child relationships and hierarchies stay intact across both systems
  • Custom fields map according to your exact workflows. No rigid, pre-set mappings

IT Support Teams: Automate ITSM-to-Development Escalations

An incident gets logged in ServiceNow. It needs engineering investigation. The current process? Manual ticket creation in Azure DevOps Server, constant status checks, and frequent follow-ups.

Exalate for Azure DevOps Server solves this by:

  • Automatically escalating ServiceNow incidents to Azure DevOps Server as fully-contextualized work items
  • Syncing complete ticket history, including comments, attachments, and custom fields
  • Reflecting resolution updates from Azure DevOps Server back to ServiceNow instantly
  • Maintaining SLAs without manual status updates or email check-ins
  • Keeping full audit trails for compliance and reporting

Cross-Functional Teams: Create One Workflow Across Multiple Platforms

Large enterprises often run complex, multi-platform environments. Infrastructure teams use ServiceNow. Security teams operate in Jira. QA teams have their own tools. Development happens in Azure DevOps Server.

Without integration, work that spans these teams requires constant coordination overhead.

With Exalate for Azure DevOps Server, you can:

  • Set up smart routing to direct work items to the right teams automatically
  • Keep muti-way sync across three, four, or more platforms at once
  • Apply conditional logic based on priority, tags, custom fields, or any other criteria
  • Keep everyone aligned without forcing everyone to use the same tool
  • Generate unified reports across your entire toolchain

SAFe and Scaled Agile Environments: Maintain Visibility Across the Organization

In SAFe implementations, program management typically happens in Jira while execution occurs across multiple Azure DevOps Server instances.

Portfolio managers need real-time visibility without accessing every individual system. Development teams need to work independently within their tools.

Exalate for Azure DevOps Server enables:

  • Portfolio-level planning in Jira with real-time rollup from Azure DevOps Server teams
  • Automated dependency tracking across teams
  • Synchronization of epics, features, and user stories while letting teams work independently
  • Conflict resolution for concurrent updates
  • Comprehensive reporting across the entire value stream

What Makes Exalate Different for Azure DevOps Server Deployments: Key Features

On-Premises Expertise

We understand the unique challenges of on-premise deployments: controlled update schedules, strict security requirements, hybrid connectivity needs, complex authentication scenarios, and custom network configurations. Exalate for Azure DevOps Server is built with these realities in mind.

Flexibility to Decide What Syncs and When

No rigid field mappings. Everything is configurable via an AI-assisted scripting engine. Map work item fields exactly the way you need them. Set complex conditions for when syncs should trigger. Route items to different projects based on type, priority, or custom criteria.

It’s also common that workflows change. Tools get added. Requirements shift. Exalate adapts without requiring you to rebuild integrations from scratch. Update mapping logic, add new fields, or change routing rules, all without disrupting existing synchronization.

Independent Sync Control at Each End

Each side of the integration has its own separate sync configuration. This means your team controls what data gets sent from Azure DevOps Server and how incoming data is processed. Your partners or external teams control their side independently. No shared configuration means easier cross-company integrations and better security.

Designed for Complex Use Cases

Use advanced logic to define exactly when and how syncs should fire. Create conditional routing based on status changes, tags, custom fields, or any combination of criteria. Handle exceptions smoothly. The scripting engine gives you complete flexibility.

AI-Assisted Configuration

Don’t want to write scripts from scratch? Use AI to generate synchronization logic based on natural language descriptions. Configure complex mappings in minutes instead of hours.

Trusted in Regulated Industries

Organizations in government, financial services, healthcare, and defense contractors trust Exalate to handle their most sensitive workflows while maintaining compliance with HIPAA and other stringent security or privacy requirements. Visit the trust center here.

Free Trial to Get Started

Request an Exalate for Azure DevOps Server Connector at no cost. Try the connector in your environment before committing to a full deployment.

Key Capabilities of Exalate for Azure DevOps Server

Exalate syncs multiple Azure DevOps Server fields, including Title, Description, State, Priority, Comments, Attachments, Tags, Custom Fields, Area Path, Iteration Path, Assigned To, Created By, Work Item Type, and more.

Text formatting (bold, italic, underline, lists, links) is preserved across systems. Parent-child hierarchies stay intact. Your team’s workflow stays smooth.

Work Item Synchronization

The connector supports comprehensive work item sync with these fields:

  • Core fields: ID, Title, Description, Status, Priority
  • Metadata: Created By, Assigned To, Tags, Area Path, Iteration Path
  • Rich content: Comments, Attachments, Acceptance Criteria
  • Technical details: Repro Steps, Severity, System Info

Text Formatting Support

All formatting is preserved during sync, including:

  • Bold, italic, and underlined text
  • Ordered and unordered lists
  • External and internal links
  • Horizontal rules

Check the whole list of supported entities here. 

Who’s it For

This connector is built for:

DevOps and Engineering Managers who need reliable automation between development tools without adding infrastructure overhead.

IT Operations Leaders in organizations with strict data residency or compliance requirements (HIPAA, FedRAMP, industry-specific regulations).

Support Managers who need to escalate issues to development teams while maintaining full context and traceability.Product and Project Managers working in scaled agile environments who need real-time visibility across multiple teams and tools.

Get Started with Exalate for Azure DevOps Server

If Azure DevOps Server is your development backbone, connecting it to the rest of your tooling ecosystem will transform how your organization operates.

Your teams will gain real-time visibility across platforms. Developers will stop wasting time on administrative tasks. Project managers will have accurate, unified reporting. Support teams will deliver faster resolutions.

Exalate for Azure DevOps Server offers real-time, two-way synchronization between Azure DevOps Server and systems like Jira, ServiceNow, Salesforce, Zendesk, and more, all while respecting your on-premises infrastructure requirements and security controls.

Interested in seeing how Exalate for Azure DevOps Server can transform your workflows? Book a demo with us. 

We’ll discuss your current challenges, walk through your specific use cases, and show you exactly what’s possible with your Azure DevOps Server environment.

Exalate 2024-2025 Field Report: What Customers Say, Want, and Fear About Their Integrations

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Between January 2024 and July 2025, we analyzed 173 detailed conversations with our customers about their success with Exalate. They span every subscription tier and integration mix, giving a rare, ground-level view of how companies really move data between support desks, ITSM tools, and engineering backlogs. 

Below is a synthesis of the hard numbers and recurring story lines that surfaced. To protect confidentiality, all identifying details have been removed. 

The findings highlight both the drivers that push organizations toward integration and the pain points they struggle with once there: from eliminating manual “copy-paste” workflows, to coping with post-merger tool chaos, to balancing external visibility with strict security boundaries.

This report discusses where the pressure points lie, what makes integrations mission-critical, and which trends are shaping the next stage of cross-company collaboration.

Note on Methodology and Confidentiality

This field report is based on 173 anonymized customer conversations conducted between January 2024 and July 2025. All company names, individual identifiers, and sensitive details have been removed. Quotes are included solely to illustrate recurring patterns and are not attributable to any specific customer.

Key Takeaways At a Glance

  • 82% of customers integrate chiefly to eliminate copy-paste ticket escalation, saving up to 15 hours per team each week.
  • 66% need real-time visibility for customers, external partners, or vendors. 
  • Seven in ten organizations now run at least one cross-company connection, up from two-thirds a year ago.
  • More than 70% label Exalate “mission-critical”. 
  • Five recurring integration patterns dominate: support-to-engineering escalation, incident/change hand-offs, JSM (Jira Service Management) service-desk routing, multi-vendor project sync, and migration/co-existence bridges.

The Main Integration Drivers

Manual Copy-Paste Hell

Escaping manual effort remains the headline motive.

We just can’t keep exporting bugs and sending screenshots every time the vendor asks for an update, one support manager told us. 

This manual escalation process from front-office tools to engineering backlogs isn’t just inefficient; it’s error-prone, time-consuming, and demoralizing for teams.

The most common scenarios we see:

82 % cite “kill the copy-paste” ticket escalation as the primary integration driver.

Data Scattered Everywhere (Post-Merger Chaos)

Post-merger chaos is real. We regularly hear from customers dealing with multiple Jira instances that need consolidation, or complex Jira ↔ ServiceNow scenarios where nobody knows which system holds the truth.

After our acquisition, we had three different tracking systems and no way to see the complete picture, shared a DevOps lead from a manufacturing company. Projects were falling through the cracks because information lived in silos.

External Partner Visibility Without the Security Risk

Cross-company collaboration has exploded, but IT teams won’t give external partners direct system access. 

Real-time visibility for outside collaborators appears in two-thirds of the conversations, after mergers or new partner deals, but nobody wants to hand out extra tool licences or VPN access just so people can watch an issue move along.

  • Cross-company Jira synchronization is very common
  • Jira ↔ ServiceNow for vendor management
  • Jira ↔ Azure DevOps for sync across organizational boundaries
​​66 % need real-time visibility for external partners or vendors.

Migration Or Complexity

Migration and coexistence scenarios (keeping systems in sync) require reliable synchronization. 

Example: moving data between Jira Cloud ↔ Jira Data Center, or ServiceNow sandbox vs. production environments.

We thought the hardest part of moving to Jira Cloud was the migration itself. Turns out, keeping both systems in sync without an integration was the real challenge, explained an enterprise architect.

Exalate Industry Spread

Our customer base spans manufacturing, automotive, technology, SaaS, telecommunications, energy and utilities, public sector, defense, and consumer goods. 

Integration challenges are truly universal.

Business Criticality: When Exalate Becomes Mission-Critical

We asked our customers how critical Exalate integration is for their business. “What would it mean for your processes if the syncs were unavailable?” 

If the integration stalls for a day, teams estimate an extra three to four hours of manual work per agent, including messaging partners, copying comments, and exporting attachments. 

Some deliberately allow minor failures to demonstrate risk to stakeholders and justify migration budgets. 

Several accounts now link sync gaps directly to potential SLA penalties with their own clients.

As one operations director put it, a day of integration outage would have forced manual CSV exports, screenshots, and lost SLA time. We’re talking several hours per user per day of manual work.

70+ percent of respondents label their integration as “mission-critical.” 

Which Exalate Connectors Are Most Popular?

Based on our customer data, here are the most popular Exalate integrations:

The Big Players:

  • Jira ↔ Jira (cloud or data center) – still the most common connector
  • Jira ↔ ServiceNow – the classic ITSM bridge
  • Jira ↔ Salesforce – sales-to-development pipeline
  • Jira ↔ Azure DevOps – support-to-engineering integrations
  • Jira ↔ Zendesk – customer support workflows
48% pair Jira with a dedicated ITSM platform (ServiceNow, Zendesk, or Salesforce).

“Early-access Exalate connectors” like TopDesk, Xurrent, ServiceDesk Plus (by ManageEngine), Ivanti, ConnectWise, and Solarwinds appear in 12% of these calls.

Real-World Use Cases Our Customers Deploy

Support-to-Engineering Escalation

The classic scenario: front-office customer case logged in Salesforce or Zendesk becomes a Jira software work item the moment a specific status or priority is reached. From that point on, status, comments, and attachments travel in both directions. “This alone saved us 15 hours per week in manual updates,” reported a support team lead.

Incident and Change Management Handoffs

ITSM tools talking to development trackers – ServiceNow ↔ Jira, ServiceNow ↔ Azure DevOps. Critical for organizations where operational incidents need development attention.

Operations teams record incidents and change requests in an ITSM platform such as ServiceNow or Jira Service Management. Exalate forwards only the relevant records to engineering backlogs in Jira Software or Azure DevOps, then mirrors the fix or rollback details back to the service desk. 

Multi-Vendor Projects

Large enterprise projects often involve several external partners, each guarding its own system.

“Each of our three development partners maintains its own Jira, but we sync all epics, stories, and bugs through Exalate. Everyone stays autonomous but aligned,” explained a product owner managing a complex multi-vendor project.

Migration and Coexistence

During a move from on-prem Jira to Jira Cloud, or while consolidating two ServiceNow instances, data needs to be consistent across both platforms, enabling live user migration and zero blackout windows. 

This approach reduces migration risk and allows gradual user adoption.

Compliance and KPI Dashboards

Audit and leadership teams increasingly rely on a central BI layer. Exalate feeds that layer with synchronized, full-history data: ticket age, response times, change approvals, regardless of where the original work item lives.

 An operations manager told us, “Before Exalate, missing updates threatened our SLA compliance; now our dashboard is always complete and defensible.”

The Fields That Matter Most

Status, comments, attachments, descriptions, priority, custom picklist fields, and checkboxes dominate synchronization requirements. 

Why Sync Stalls: Platform-Level Roadblocks Beyond Exalate

Here’s what breaks things often because of the limitations inside the source or target tools themselves, not something Exalate can control:

  • Attachment size limitations of the connected tools. For instance, Zendesk rejects any single file over 50Mb.
  • Mandatory field mismatches between systems. Different tools enforce “required” fields in different ways: what’s mandatory in one platform may be optional, hidden, or even nonexistent in another. When such a mismatch occurs, the receiving system rejects the record and stalls the sync. In such cases, admins must ensure the field settings are aligned or add fallback logic.

Because these limits live or are inherited inside the source or target application, Exalate can only surface the errors; it can’t override the platform’s own constraints. These are the top triggers for failed queues and frustrated administrators.

Internal vs. External Synchronization

Our analysis shows 70% of customers now run at least one external (cross-company) connection, up from roughly two-thirds previously. 

The remaining 30% limit Exalate to internal systems.

The pattern is clear: “We start inside, expand outside once stability is proven.” Companies build confidence with internal integrations before adding partner connections.

Customers also praise Exalate’s peer-to-peer connection model, which gives complete control over their instances and the trust to connect with external partners, ensuring tight security measures are in place, and data is never compromised. 

Who’s Making These Decisions?

Jira, ServiceNow, and Azure DevOps administrators plus DevOps engineers handle setup and script maintenance. 

Support managers and help-desk managers articulate the business pain and measure the impact. They understand the cost of manual processes and broken workflows.

Product owners and project managers approve expansion and licenses once reliability is proven. Increasingly, enterprise procurement officers are involved in version-pinning negotiations and multi-year price locks.

What Our Customers Love About Exalate

The peer-to-peer model gives us complete control, explained one administrator. We’re not dependent on a central hub that becomes a single point of failure.

Top appreciated features:

  • Peer-to-peer design with selective scripting control. Ensures every integration node has complete control and is more secure and resilient. Groovy scripting lets teams adapt field mappings, workflow logic, and even complex hierarchies to almost any scenario, so they are not locked into a rigid template. Several customers highlight the freedom to start small and gradually extend rules as new use cases appear, describing this flexibility as a key differentiator.
  • Bidirectional, any-to-any synchronization. Exalate can connect Jira, ServiceNow, Zendesk, Azure DevOps, and other tools in both directions, and it scales from simple one-to-one links to complex “one-to-many” topologies. The underlying architecture also works when one side sits behind a firewall: data is queued and delivered without requiring inbound ports to be opened.
  • Stability and performance at scale. Organizations mention effortless expansion to dozens of projects or additional platforms without re-architecting, calling Exalate “business-critical” once embedded.
  • Real-time automation triggers for conditional issue creation. As soon as a case is ‘Blocked’ and the owner flips to ‘Product,’ a linked Jira ticket just appears, no human touch.
  • Helpful support, documentation, and AI Assist. Users repeatedly praise quick, knowledgeable assistance and the growing library of docs, community content, and the AI-based configuration helper.

One engineer put it plainly: The beauty is that I can decide what to send and what not to send, line by line.

What Alternatives Did They Consider?

Most customers first evaluated native connectors or custom scripts (building their own integration). 

“We tried Zendesk’s built-in Jira connector, but it couldn’t handle our field mappings, couldn’t connect multiple Jira instances to a single Zendesk instance, and didn’t keep proper history,” one team shared.

The limitations of native solutions around history retention and scripting flexibility consistently push customers toward Exalate.

The New Emerging Integration Trends

Audit and Compliance Are Getting Serious

We’re seeing a major shift. Teams don’t just need current data; they need tamper-proof historical records across systems. 

Auditors or compliance officers want to see the complete trail of every change, not just what’s in the system today. 

This isn’t just about keeping records. It’s about proving nothing was altered or hidden.

Exalate as the Integration Hub

Our customers have evolved beyond simple point-to-point connections. 

We started with Jira-to-Jira, but now we’re connecting everything through Exalate – Salesforce, ServiceNow, Azure DevOps, shared a solution architect.

People increasingly implement Exalate as their central integration hub, connecting not just Dev/ITSM tools but entire business application ecosystems like ServiceNow, Freshservice, Zendesk, Salesforce, Jira Service Management, Azure DevOps, Freshdesk, Jira, and other exotic ITSM systems like Xurrent and Ivanti (especially true for our MSP and MSSP customers).

AI-Assisted Integration: Promising and Rapidly Evolving

Several administrators tried our AI Assist to accelerate script generation. Feedback says it’s a “solid jump-start” that speeds up script creation, while warranting a quick human review, a standard practice for any AI-generated code. 

As one power user puts it, the AI Assist suggestions get me 80 % of the way there, and a quick pass finishes the job.

Some organizations block AI features entirely due to policy constraints. But for those who can use them, the experience improves with every release. Our product team is actively adding richer integration context, higher-precision prompts, and guardrails to make AI Assist an even more dependable partner.

Addressing the Top Customer Requests: Product Roadmap

Version Control & Safe Upgrades

 “Please let us pin a version; one silent update broke our checkbox mapping,” an enterprise admin told us. 

That sentiment is widespread: nearly half of the 2025 customers asked for either version-pinning or a sandbox to test releases first. 

Good news: both capabilities are already in active development and will roll out in upcoming milestones.

Permission Granularity

Teams want to manage only their own connections and scripts and not have broad system access.

Fine-grained permissions and a single console to manage your connections and scripts are already underway. 

License Usage Transparency

Demand for clear visibility into license usage across multi-instance networks is especially important for cost management and compliance. 

A consolidated licensing policy is being designed and slated for a future release.

Every pain point listed here is not just heard, but it’s already being turned into features on our product roadmap. 

Our Commitment Moving Forward

Integration has clearly graduated from “nice automation” to “can’t-break infrastructure.” 

Customers praise Exalate’s peer-to-peer model and scripting freedom. The winner will be the tools that combine this with reliability, observable health, and release control.

The next leg of our journey is therefore obvious. To shape and align our product roadmap even further, based on these insights and feedback, and make the platform well-positioned to remain the integration engine teams can’t live without.

Exalate doesn’t just connect our systems, one customer summarized. It connects our teams, our processes, and our ability to deliver on promises to our clients.

Recommended Reads

What AI Can and Can’t Do in Enterprise Integrations (Yet)

Role of AI in integration - Featured image

Let’s face it: getting your systems, tools, and data to play nicely together has never been easy, especially now that SaaS sprawl has become a reality. 

Companies are trying to sync ITSM tools, CRMs, and project management platforms, or connect versatile workflows hidden behind different systems, all as part of their digital transformation journey.

But traditional ways of integrating these tools are often messy, time-consuming, rigid, or technically heavy.

Exalate has been in the trenches of integrations long enough to acknowledge these challenges. We specialize in helping businesses integrate different systems, like Jira, ServiceNow, Salesforce, Azure DevOps, etc. It’s built over an AI-powered scripting engine that allows teams to create custom, scalable integrations that meet their specific needs. 

A recent conversation with my colleagues at Exalate quickly turned into a deep dive into how AI is reshaping integration. This isn’t just theory; it’s something we’re actively building into our approach every day. 

What if AI could take some of the heavy lifting off your plate? 

That’s exactly where the world of integration is heading, and it’s changing everything, from how integrations are built to who gets to control them.

These shifts are too important to ignore, which is why we are sharing our collective take on where integration is heading and why it matters. And if you’re in the business of connecting systems, tools, or workflows, this is something you’ll want to keep a close eye on.

The Old Integration Way: Drag, Drop, and Hope

For years, integrations have been viewed as “easy” drag-and-drop interfaces or template-based solutions. 

These tools promise simplicity, but they often feel like trying to squeeze a square peg into a round hole. 

Sure, they work, but they’re not exactly flexible. As businesses grow and systems get more complex, these old-school methods start to show their age.

This is where script-based solutions like Exalate are promising. Instead of being limited by predefined templates, you get the flexibility to configure integrations that truly match your unique business workflows. You can create custom rules that handle the exact logic you need. 

But this comes with certain challenges: having the right technical knowledge and the ability to handle ongoing maintenance of scripts. 

So, how can integration vendors overcome these challenges while making sure they stay relevant for the user?  

How AI is Changing the Way Integrations Work? 

When integrations are combined with AI, they bring forth the most valuable asset for the user: context.

It’s this context, the deeper understanding of both systems at play, that’s often missing in the current integration setups. 

Just like Usman Shani (AI Engineer at Exalate) puts it across: Imagine what AI can do if it knows the whole structure on both sides of the integration. Context is key!

When AI steps in, it’s not just helping systems talk to each other; it’s learning the language they speak, the workflows they follow, and the nuances of how data flows between them.

From building quick, low-code connectors to auto-generating tailored scripts for more complex use cases, AI is actively simplifying how integrations are built and scaled. It’s reducing the grunt work by making smarter decisions, matching data fields, mapping relationships, and catching potential errors before they happen. 

The beauty of AI in integrations is that it can automatically suggest optimizations based on how your system is set up. Bruno Dauwe (Product manager at Exalate) says. It’s like having an assistant who already knows how everything is supposed to work.

For Exalate, this means using AI to automatically generate sync rules and making intelligent, context-aware synchronization. Imagine an integration that can auto-suggest mappings based on historical prompts and current configurations.

Let’s say you’re connecting two systems with different workflows, like Jira and ServiceNow. 

Traditionally, this would involve lots of back-and-forths: comparing data formats and fields, mapping statuses and setting up detailed integration requirements, scripting the integration logic, and ensuring everything lines up. 

But with AI, the system can learn your setup, ask more contextual questions, and suggest integration scripts and mappings based on language, not just rigid fields.

So, if Jira has a “Ready for Development” status while ServiceNow calls it “In Progress.” The AI will recognize that these are essentially the same statuses but use different terminology. It can then map those for you, without you having to figure it out manually. 

But this is just the tip of the iceberg. Progressing in this journey for us means using AI to build integrations end-to-end, starting from the integration plan to troubleshooting, maintenance, and much more. 

I see AI learning my system’s quirks and suggesting improvements. Bruno explains. Instead of asking me to input data, it takes a look at my workflow and knows exactly what to do.

How do Different Integration Tools Leverage AI?

Different integration tools use AI in unique ways to address specific business needs. 

Here’s how AI is being used in modern integration tools: 

AI as a Co-Pilot for Building Integrations

In this approach, AI works towards generating integrations by understanding plain language. Instead of writing sync scripts or code, you just describe what you want in simple terms, and the AI builds the workflows or scripts for you. 

It can suggest the next steps, map data automatically, or even generate your integration plan. This makes creating complex integrations much faster and less dependent on technical skills.

AI as Part of a Workflow

Here, AI is used as part of the actual integration steps. 

For example, a message could be translated automatically, customer feedback could be analyzed for sentiment, or meeting notes could be summarized. In other cases, AI generates social media posts, answers questions, or checks grammar as part of the process. Essentially, AI becomes one of the building blocks inside the flow, not just a helper for building it.

AI for Clean and Connected Data

Some tools focus less on “flashy” AI features and more on making sure the data flowing between systems is ready for AI, calling it data normalization for AI. They ensure that the information is clean, standardized, and synchronized in real time across tools. This way, when businesses feed the data into their AI models or agents, the results are more reliable. 

AI Orchestrator For Multiple AI Models

Some tools have an AI orchestrator that manages the interaction between various AI models and business systems. 

It acts as a coordination layer, using APIs and standard data formats to enable Natural Language Processing (NLP) models and predictive algorithms to collaborate. 

Over time, the orchestrator learns which AI combinations yield the best results, continuously optimizing integration patterns. 

Exalate’s AI Assist works as a copilot for generating sync scripts. It’s still early days, but our direction is clear: AI isn’t just a backend enhancement but will work as your assistant in designing, implementing, managing, and scaling integrations. 

AI’s Impact on IT Teams: From Overworked to Overseeing

As AI tools get better at handling integrations, the role of the IT team is also shifting. Traditional integration methods often required IT teams or admins to be deeply involved in the day-to-day management of integrations, monitoring for errors, and tweaking workflows. 

Now, AI is taking over most of that, leaving IT leaders with more strategic oversight responsibilities.

IT leaders will move from being implementers to strategists, says Francis Martens (CEO and CTO at Exalate). Instead of worrying about every little detail, they’ll be focused on making sure AI integrations stay aligned with business needs.

But, AI isn’t here to replace IT professionals entirely. It’s more about complementing their expertise. 

Yes, AI can handle a lot of the grunt work, Gill Van de Water (IT Manager at Exalate), but someone still needs to make sure the system is secure and that the integration follows company policies. AI can automate, but we still need human oversight.

The Skills IT Leaders Need for AI-assisted Integration

Adapting to the AI-powered future is not just about being able to build an integration anymore; it’s about understanding AI, how it works, and how to validate its outputs.

One thing that came up a lot in our discussions? AI literacy. IT leaders don’t need to be AI experts, but they do need to know enough to keep things running smoothly. 

Bruno sums it up perfectly: It’s like knowing how to Google something. You don’t need to be a computer scientist; you just need to know how to phrase the question.

In short, knowing how to prompt AI effectively and critically evaluate its answers will be key skills for future IT leaders.

Should IT Leaders “Give Up” Traditional Ways of Integration? 

As AI becomes more advanced, many are asking: Should we ditch the traditional ways of integration in favor of AI-powered integrations? Some say yes, because AI is faster, smarter, and more efficient. But not everyone is ready to abandon traditional methods completely.

There are still areas where traditional integration tools make sense, Francis says. For highly regulated industries or complex setups, you still want that human touch. AI’s not ready to handle everything just yet.

Why Traditional Integration Still Matters

  • Control and Predictability: Critical business processes still need strict rules, guaranteed delivery, and reliable results. Traditional ESB/iPaaS patterns make this predictable and easy to test.
  • Compliance: Regulated industries (finance, healthcare, public sector) need full traceability, logs, and audit trails. AI’s “black box” decisions can make this complicated.
  • Legacy systems: Many core systems (mainframes, old ERPs) still rely on connectors that AI can’t easily replace.
  • Security: Sensitive data often requires on-prem setups with strict access rules.
  • Cost control: AI costs can spike as usage grows. Traditional tools have more predictable pricing.
  • Organizational maturity: Organizations already have skills, rules, and systems built around traditional methods. Switching too fast adds risk.

Why AI-Powered Integration is Attractive

  • Speed to value: AI can auto-map fields, infer schemas, and build connectors in hours instead of weeks.
  • Handling messy, unstructured integration needs: Emails, PDFs, images, and free text are easier for AI to handle.
  • Self-healing: AI can detect issues, suggest fixes, and auto-recover from common errors.
  • Accessibility: Natural-language prompts make integration easier for non-experts.

That said, hybrid approaches, where AI is used alongside traditional tools, are emerging as a middle ground. This way, businesses can get the best of both worlds: the flexibility and ease of AI, combined with the reliability and control of traditional methods.

The Future of AI in Integration

So, what does the future hold for AI-powered integrations? For many, it’s about business agility and innovation. 

As AI simplifies integration tasks, more people, especially business users, will be able to take charge of the process. The result? Faster, more innovative business functions. 

But this shift also means changes in company culture. IT teams will no longer be the gatekeepers of integration; business users, also called citizen integrators, will have a much bigger role in setting up integrations with better control, and AI guiding the way. 

It’s an exciting, yet challenging transition, one that requires training and upskilling to ensure smooth adoption.

Looking Ahead

AI is changing the way we think about integration, giving business users more control over the process.

But as with any major shift, there are challenges. IT leaders will need to balance the power of AI with the need for oversight and security. And as AI continues to evolve, new skills will be needed to keep up. Still, one thing is clear: the future of integration is AI-driven, and it’s happening faster than we think.

Acknowledgments
This article was shaped by insights from:

  • Francis Martens, our CEO and CTO, who leads the strategic shift at Exalate as AI reshapes integrations.
  • Bruno Dauwe, our Product Manager, who leads Exalate towards an AI-powered future. 
  • Gill Van de Water, our IT Manager, who emphasizes the changing role of IT admins in the current context of AI-powered integrations.
  • Usman Shani, our AI Engineer, who has brought to life all AI efforts at Exalate. 

How to Sync Jira and Azure DevOps: 6 Integration Use Cases That Work

Jira-to-Ado-1910x1074 (1)

This post was originally posted on the Atlassian community.

In our previous Atlassian post, we talked about optimizing Jira-to-Jira integrations to improve workflows and team collaboration. In this second post, we’re focusing on Jira Azure DevOps integration.

Many teams use both Jira for project management and Azure DevOps for development, and connecting these tools can make work smoother and more efficient. We’ve collected some common use cases from our conversations with users, highlighting the typical challenges they face when syncing Jira with Azure DevOps.

So, here it goes! 

1. Syncing User Stories and Bugs Between Jira and Azure DevOps

A key challenge for many teams is ensuring that user stories and bugs stay in sync between Jira and Azure DevOps. 

Sync user stories between Jira and Azure DevOps

Use Case:

  • Current Setup: Teams use Jira to manage incoming user requests, while Azure DevOps (ADO) is used for development tasks.
  • Problem: Updating Jira issues and Azure DevOps work items manually is time-consuming, and keeping both systems aligned (e.g., updates, comments) can lead to inefficiencies.
  • Solution: Implementing two-way synchronization between Jira and Azure DevOps allows both systems to update automatically, ensuring bugs and user stories are always in sync. This integration saves time and reduces human error, enabling development teams to focus on the actual work.

2. One-Way Sync for Specific Use Cases (Jira to Azure DevOps)

In some cases, businesses only need a one-way sync from Jira to Azure DevOps. This is particularly useful when Jira serves as the main project management tool, and Azure DevOps is primarily used for development.

One-way sync (Jira to Azure DevOps)

Use Case:

  • Current Setup: Jira is used for planning and tracking, while Azure DevOps manages the development work.
  • Problem: The team needs to ensure that certain fields, such as start/end dates, sprints, titles, and status, are automatically copied over to Azure DevOps from Jira without needing to manually enter them into both systems.
  • Solution: A one-way sync can automate the transfer of key metadata, such as user story status or due dates, from Jira to Azure DevOps. This ensures that the development team in Azure DevOps can easily see updates while preventing the need to constantly update two separate platforms.
“Our project managers use Jira to track overall progress, but the developers prefer Azure DevOps for managing work items. A one-way sync has helped us keep everything organized without extra manual work.”

— Jira User, Product Owner

3. Syncing Work Item Status and Updates Between Jira and Azure DevOps

Another common use case is synchronizing status updates between Jira and Azure DevOps, ensuring that work items in one system reflect the correct status based on actions taken in the other system.

Sync work items between Jira and Azure DevOps

Use Case:

  • Current Setup: The development team in Azure DevOps works on code and creates pull requests (PRs) linked to Jira issues.
  • Problem: Manually updating Jira status based on PR progress or approval in Azure DevOps is prone to errors and slows down the development lifecycle.
  • Solution: Integrating PR status with Jira allows updates to be triggered automatically. For example, when a PR is created or approved in Azure DevOps, Jira can automatically update the user story or task status to reflect its progress (e.g., “In Progress” to “Code Review” to “Ready for QA”).

4. Automating the Creation of Jira Tickets Based on Azure DevOps Tasks

For teams with external partners, it’s common to create Jira tickets automatically based on specific actions taken in Azure DevOps.

Jira ticket creation from Azure DevOps work items

Use Case:

  • Current Setup: A development team uses Azure DevOps to manage work items, while an external partner uses Jira for managing tasks.
  • Problem: Manually creating corresponding Jira issues for tasks in Azure DevOps can be time-consuming.
  • Solution: Using automation, Azure DevOps tasks can be tagged in a way that triggers the automatic creation of corresponding Jira tickets, ensuring seamless task tracking across both systems. The integration also ensures that both teams can easily collaborate and track progress without switching tools.

5. Syncing Epics, Features, and Work Items Across Jira and Azure DevOps

Syncing high-level features, epics, and related work items across Jira and Azure DevOps is critical for ensuring that development teams can track the overall progress of a project while staying connected to specific work items.

Epics and features sync between Jira and Azure DevOps

Use Case:

  • Current Setup: Epics are tracked in Jira, while Azure DevOps is used to manage features and work items.
  • Problem: It can be difficult to link work items in Azure DevOps to corresponding epics or features in Jira, leading to visibility gaps.
  • Solution: The integration can synchronize epics and features across both platforms, ensuring that progress on a high-level project in Jira is reflected at the work item level in Azure DevOps. This helps project managers and development teams stay aligned on overall project goals and timelines.
“Before the integration, we had to manually update the status of tasks in both systems. With the sync in place, work items update automatically in both Jira and Azure DevOps, saving us a lot of time.”

— Product Manager, Enterprise Software Company

6. Managing Multiple Projects in Jira and Azure DevOps Simultaneously

For teams with complex project structures, integrating multiple Jira projects with a single Azure DevOps project can help ensure data consistency and visibility.

Manage mulitple projects in Jira and Azure DevOps

Use Case:

  • Current Setup: A single Azure DevOps project is used for development, while multiple Jira projects are used for different teams or business units.
  • Problem: Syncing data between multiple Jira projects and a single Azure DevOps project can be tricky, especially when dealing with different workflows and priorities.
  • Solution: The integration can be set up to sync key data (e.g., titles, statuses, start dates, and sprint information) from multiple Jira projects to Azure DevOps, making it easier to manage work across teams without losing track of project-specific details.
“We use custom fields in Jira to track additional details, but keeping them in sync with Azure DevOps was always a challenge. Now, the integration ensures that our metadata is consistent between both systems.”

— Business Analyst, Agile Software Team

Have you integrated Jira with Azure DevOps? We’d love to hear about your experience! Share your challenges, solutions, or insights in the comments below and join the conversation, or simply get on a call with me. 

Recommended Reads

Multi-instance Jira Integrations Guide: 7 Real Use Cases Explained

Jira integrations

This article is originally published on the Atlassian community.

As someone who’s regularly in conversations with teams exploring Jira integrations, I’ve come across a wide range of real-world challenges that companies face when collaborating across Jira instances. These scenarios often come from prospects evaluating solutions, or sometimes from the most unexpected sources. 

They all highlight just how varied and complex Jira-to-Jira integration needs can be.

Here are the most common and impactful use cases I came across with real-world analogs that show what teams are trying to solve today.

1. Reducing Licensing Costs with External Partners

“We want to avoid licensing every external developer on our instance. They already have their own Jira, and we just need to collaborate on shared projects.”

A lot of businesses work closely with external partners, especially development teams, but the cost of providing them access to your Jira instance can really add up. 

Instead of inviting every external developer into your instance (and paying for a user license for each), consider using a Jira-to-Jira integration to share tickets without needing to add them as users.

This kind of setup helps your internal teams work in your Jira instance, while your partner team uses their own Jira. Syncing comments, statuses, and attachments bi-directionally will keep both sides up to date.

This approach is perfect when you need to collaborate on shared projects but want to avoid unnecessary licenses on your side.

2. Data Ownership and Portability

“We want to own our project data even when working with outsourced teams. If we switch partners, we don’t want to lose the history.”

 Use Case: A financial services firm is currently using its vendor’s Jira for all collaboration. However, they’ve realized this creates a dependency; they lose access to historical data if the partnership ends. They’re now setting up their own Jira Cloud instance to retain control. For every new ticket, they want to initiate it from their instance and sync it to the vendor’s Jira selectively. This allows them to manage, archive, and audit all activity independently.

3 Syncing Jira Service Management (JSM) Requests with Jira Development Projects

Many teams use Jira Service Management (JSM) for customer-facing support requests. But what if you want those support requests to integrate with your development work? 

You need to manually keep track of JSM tickets on both sides, which can be a pain. 

A bidirectional sync between Jira and JSM will set something up that looks like this: when a customer raises an incident or an alert in JSM, it automatically creates a bug or task in your development Jira project, and vice versa.

Use Case: An enterprise runs Jira Service Management (Cloud) for customer support and Jira Software (Data Center) for product development. When a support agent identifies a bug, the JSM ticket should automatically create a linked issue in Jira Software. Any updates made by developers (like status changes, comments, or resolution info) should sync back to the JSM issue to inform the customer-facing team.

This integration will keep your support team and development team always on the same page, no matter where the request is coming from.

4. Cross-JSM Synchronization (Multi-Customer ITSM) 

“We work with three different customers who each have their own JSM. We have to check their portals daily. Can this be automated?”

 Use Case: A managed services provider supports several large clients, each of whom uses their own Jira Service Management instance. Instead of manually logging into each system to check for updates, the provider wants a unified workflow. When a customer raises a ticket on their own JSM, it should automatically create a corresponding issue on the provider’s instance. Updates on either side, like new comments or ticket status, should sync in real-time.

5. Trigger-Based Synchronization Between Multiple Jira Instances for Complex Workflows

“We use a tag to identify items that should be shared. Can we do that and keep everything else private?”

Use Case: Two departments within a multinational organization use separate Jira instances. Most issues are confidential, but some require collaboration. By adding a label like share-with-team-x, only those specific tickets trigger a sync. Additionally, any comments prefixed with (SHARED) are synced across, while all other comments remain private. This setup will respect internal boundaries and still encourage controlled collaboration.

And it can also work across different companies, syncing specific fields or entire workflows. This way, you can make sure critical information isn’t lost when managing shared projects. 

“When a customer approves a ticket, we want that to start a workflow on our partner’s Jira.”

Use Case: In a joint product release process, a software vendor and a client organization use separate Jiras. When a ticket in the client’s Jira reaches an “Approved” status, it should trigger the creation of a task in the vendor’s Jira to begin implementation. Status updates and progress notes then sync back to the original issue so the client stays informed throughout the delivery.

7. “Triangle” Integration: Connecting Multiple Jira Instances

“Can I sync with both Partner B and Partner C from a single Jira project?”

Use Case: A tech company outsources work to two consulting firms. Instead of duplicating projects, they maintain a single internal project in Jira. Depending on the issue type or label, issues are routed and synced either to Partner B or Partner C. 

This can help you centralize reporting and control, while selectively distributing tasks to external teams. 

Key Capabilities That Make This Possible

  • Fine-grained field-level filtering and sync
  • Multi-directional sync across different deployments (Cloud ↔ On-Prem)
  • Label- or status-triggered automation
  • Project ownership and decentralized control
  • An integration tool…

What About You?

Are you facing similar challenges in your Jira setup? Share your use case in the comments, and let’s explore the possibilities together.

If you’re curious about how to implement these use cases, reach out to discuss them.

Recommended Reads:

How Wind River Synthesized Data Across Multiple Jira Projects Into a Unified View for Customers

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Wind River is a global leader in delivering software for mission-critical intelligent systems, accelerating digital transformation. With customers ranging from aerospace to telecommunications, Wind River’s teams juggle multiple Jira projects across functions. 

We talked to Joe Mallon, Scrum Master, Engineering Operations, from Wind River about their journey with Exalate, and how it helped them solve one of their most pressing visibility and coordination challenges. 

Joe also plays a support role for Jira and talked to us about how they use Exalate as a part of their Jira portfolio. 

The Challenges

It all started with a customer request. They wanted a unified view of the components Wind River had in a single epic with multiple deliverables in different Jira projects. 

The customer wanted all this information in a single project so they could understand how their requirements were mapped and rolled into workflows in Wind River’s Jira projects. 

Wind River now needed a way to create mirrored projects for its customers while maintaining strict data access controls. 

Their challenge was to ensure external customers could only view designated information from their Jira while keeping the internal project structure intact. 

Initially, they considered spinning up a separate Jira instance and manually managing permissions, but this approach proved even more complex and too time-consuming.

This sounded interesting, so we dug a little more into their use case. 

The flexibility of being able to take only those fields and records that we wanted and move them seamlessly, and then reintegrate them into other contexts, is what we were looking for. 

— Joe Mallon, Scrum Master, Engineering Operations, from Wind River

The Use Case

Wind River needed to aggregate Jira records like initiatives, epics, stories, bugs, etc., across multiple Jira projects and synthesize them into another project in a single hierarchical view. 

The goal was simple in theory: many sources, one destination, with seamless interconnections.

Joe illustrated their use case with a car-building analogy. A car has a console screen that is “touch-sensitive” and settable by the customer. 

There can be three different teams in this scenario, each working on a separate aspect of this use case. For Wind River, it means an epic or initiative called “touch-sensitive”. Under this epic, they have the following stories: 

  • A story for the control that adjusts the sensitivity
  • A story for displaying the above within the UI
  • A story to ensure all of this shows up correctly in the menu

The challenge begins when all these individual deliverables might go to completely different teams. How does Wind River ensure the customer has the correct visibility on all these stories? 

When we first found Exalate, we thought, well, they’ve invented the integration wheel; it makes no sense for us to reinvent it.

— Joe Mallon, Scrum Master, Engineering Operations, from Wind River

In short, the customers are concerned only about the console screen, which allows them to change the touch sensitivity, but they still need visibility from Wind River to understand the ways that fit all this together. 

On the customer side, it’s a single epic with a bunch of stories, each of which is updated in real-time with the status, progress, and comments. 

There was a clear need for an integration between these environments. Connecting multiple Jira instances would allow them the ability to aggregate records in a coherent fashion.

The Solutions Wind River Considered to Connect Their Jira Instances With Their Customers

As they dug deeper, they realized Exalate had already invented a solution that solved many of their problems; they didn’t need to reinvent the wheel.

They also tested another app that worked with Jira’s Advanced Roadmaps but lacked the depth and control Exalate offered, especially in connecting complex record relationships.

They chose Exalate because it was configurable enough to implement their use case. 

When Wind River searched for a tool to connect instances of Jira, Exalate was the first result.

— Joe Mallon, Scrum Master, Engineering Operations, from Wind River

Why Exalate?

The answer is simple: the flexibility to build something complex with an easy scripting interface. 

Also, looking into their need to knit together their specific Jira records via scripting, they realized they need an Exalate-style app, as Joe likes to call it. 

When they started using Exalate, there were some challenges due to the complex nature of the parent-child relationship among their records. 

They knew they needed a precise way of connecting all these records, making sure they could only sync a subset of them. 

So, they reached out to Exalate’s customer support and worked with Andreas. Joe felt Andreas showed immense patience while Wind River worked through the specifics of what they needed. And having a partner like Andreas to implement the use case made Joe feel much more comfortable reaching where they needed to be. 

One of the things that Exalate is really strong at is not breaking rules. If you tell it to do something and it can’t, it will let you know it can’t. Rather than endangering your data, Exalate follows your rules. And if your rules are bad, that’s your problem, not Exalate’s problem. 

— Joe Mallon, Scrum Master, Engineering Operations, from Wind River

Wind River’s experience with Exalate’s support stood out compared to other marketplace apps. They noted that with other apps, reaching someone with deep technical expertise often required 3 to 4 interactions. In contrast, Exalate provided quick access to knowledgeable support. Andreas’s commitment to resolving their issues, despite the time difference, was particularly noteworthy. This positive experience was a key turning point, solidifying Wind River’s strong confidence in Exalate.

Exalate also worked within their security parameters well. The project into which the records were copied was a limited-access project. Along with the Exalate team, Wind River figured out how to make this work without creating any sort of security risks. 

The product makes sense out of the box, but having the support that knows their product is what made Exalate a winner for us. 

— Joe Mallon, Scrum Master, Engineering Operations, from Wind River

Summary of why Exalate was a perfect fit: 

  • Customizability through scripting to meet unique and advanced integration needs
  • Fast, expert-level support, especially during complex setups
  • Strong data security alignment with Wind River’s internal protocols
  • Reliable behavior—Exalate enforces sync rules instead of silently breaking them
  • Helpful documentation and out-of-the-box value, reducing development time

When we initially started using Exalate, the out-of-the-box scripting experience got us about 65% where we wanted to go. 

— Joe Mallon, Scrum Master, Engineering Operations, from Wind River

The Results

Perhaps, the biggest impact for Wind River using Exalate was that it not only enhanced internal efficiency but also helped them showcase the real-world cross-functional capabilities of their solutions, playing a part in broader strategic outcomes.

Some Significant Outcomes:

  • Improved visibility and decreased communication gaps for upper management across multiple functions and hierarchies
  • Simplified efficiency across engineering, product, and leadership teams
  • Better decision-making with real-time synced data
  • A cleaner, aggregated view of disparate records that’s easy to consume

Exalate Connector for Freshservice: Build a Connected ITSM Ecosystem 

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The reality of modern IT support? It rarely lives on a single platform. 

Incidents or service requests come into Freshservice. But what about the resolution? That might happen in Jira, ServiceNow, or an entirely different system.  

Without a way for these systems to sync data, things can slip through the cracks. Think SLA breaches, duplicated effort, and frustrated teams.

That’s why we introduce Exalate for Freshservice, a connector that brings real-time, two-way synchronization to Freshservice environments. 

By connecting all these systems, incidents, service requests, or internal escalation workflows, everything will move around smoothly across multi-tool setups. 

What is Freshservice?

Freshservice is an AI-powered ITSM and ESM solution. Mid-sized to enterprise companies in sectors like finance, healthcare, education, and government rely on it to run their internal support operations.

Why Exalate Connector for Freshservice? 

Your company or customers might be using other tools along with Freshservice. And as the number of tools in use grows, so does the need to connect Freshservice with the rest of the ecosystem. 

Teams usually resort to manual updates between these systems. This creates data silos that slow down incident resolutions, and escalations may be hidden in disconnected tools. 

That’s where Exalate steps in. With the Exalate for Freshservice connector, you can integrate Freshservice with other ITSM and work management tools like Jira, Freshdesk, ServiceNow, Salesforce, Zendesk, Azure DevOps, etc. 

The connector supports bidirectional synchronization of Freshservice tickets (including both Incident and Service Request types). 

With this in place, teams can benefit from: 

  • Cross-team visibility: Connect IT teams in Freshservice with developers in Jira or DevOps in ServiceNow.
  • Automated escalation workflows: Trigger follow-ups or create mirrored Freshservice tickets, escalated from customer support portals or other tools, to the required destination.
  • Better SLA adherence: Eliminate delays caused by manual handoffs or email updates.
  • Unified reporting: Track incidents across the full lifecycle, regardless of platform.

Freshservice Integration Use Cases

Let’s discuss a few real-world Freshservice integration use cases. 

IT Service Management Teams: Sync Freshservice tickets with Jira Service Management, ServiceNow, or other ITSM tools


An incident is logged in Freshservice by a Support Engineer. It needs to be escalated to a ServiceNow team that handles infrastructure issues.

You can sync relevant incident details like subject, description, along with custom fields like impacted systems.
The same incident appears on both platforms. Updates on either side reflect instantly, and SLAs are maintained without needing agents to manually follow up on the progress or copy over data.

DevOps and Engineering Teams: Align service requests with Jira Software or Azure DevOps

An issue reported in Freshservice needs engineering input. Devs work exclusively in Jira Software or Azure DevOps.


The dev team sees the issue in their own environment with the full context. No toggling between tools. Progress updates from Jira reflect back in Freshservice, so IT knows when it’s resolved.

Coordinate Service Requests across Departments and Tools

A customer-facing support team uses Zendesk. But internal IT support, which handles escalations, is on Freshservice. There’s no visibility between them.

Support agents don’t need to copy/paste customer complaints into internal tools. Managers can track issues across systems, spot patterns, and measure performance across support tiers.

IT Operations Team: Manage multiple systems (Jira, ServiceNow, Azure DevOps) alongside Freshservice

A company has multiple departments using different tools: Infrastructure uses ServiceNow, Security uses Jira, and general IT uses Freshservice. Tickets need to move fluidly between them. A true federated ticketing ecosystem will help IT Ops get full traceability across all tools without building one-off integrations for each team. Centralized reporting becomes possible, even in a distributed setup.

Key Features of Exalate Connector for Freshservice

  • Full control over what syncs and when. No rigid field mapping, everything is configurable via scripts or AI Assist. Map data the way you need, or set multiple conditions to sync. For instance, map Freshservice incidents into a specific Jira project depending on their source. 
  • Designed for intricate, advanced intra- and cross-company cases. Exalate’s distributed architecture means each side will have its own configuration. Use advanced logic to define exactly when and how syncs should fire on status changes, tags, or urgency updates.
  • Syncs multiple Freshservice fields like Subject, Description, Status, Urgency, Requester, Comments, Tags, Attachments, CustomFields (text, dropdowns, dates, checkboxes, etc.), and much more. 

Changing your workflows, needs, or tools? Exalate will adapt; no need to rebuild it from scratch.

Get Started with Exalate for Freshservice

If Freshservice is your internal IT command center, connecting it to the rest of your tooling ecosystem will solve many of your problems. Your teams will gain real-time visibility, smoother escalations, and fewer dropped tickets. 

Exalate for Freshservice offers real-time, bidirectional sync between Freshservice and other systems like Jira, Freshdesk, ServiceNow, Salesforce, Azure DevOps, etc. With Exalate’s Freshservice integration, you can set custom escalation flows and stitch together complex IT workflows spanning multiple systems. 

Interested to know how Exlate for Freshservice can improve your ITSM or ESM workflows? Get in touch with us to discuss your current problems or use case, and we can show you what’s possible.

Recommended Reads:

How An Insurance Company Used Exalate To Enhance Customer Satisfaction and Improve Incident Resolution Time

How-to-Sync-Comment-Threads-and-User-Mentions-in-Comments-between-Jira-and-Salesforce

Overview and Use Case 

An insurance company that provides coverage for vehicle owners without traditional insurance coverage reached out to us for assistance.

With the increasing number of registered brokers, the company has continued to scale and attract new customers. This has also led to the addition of multiple SaaS applications and CRMs, such as Jira and Salesforce. 

These new tools allow them access to various work types (formerly, issues in Jira) (sales opportunities, accounts, contact information, client feedback, requests, and other custom field data) to ensure real-time updates between the financial and insurance teams. 

One of the use cases they wanted to implement was to link Jira comments with Salesforce Case fields (comments, attachments, descriptions, accounts, etc.).

They also wanted to split cases from Salesforce into different work types in Jira (support, bugs, and feature requests). 

Challenges

When the company changed tools, they couldn’t find a way to integrate data from Jira to Salesforce without manually requesting and copying the data.

At first, there was no integration solution on board to ensure that the incidents coming in from both sides were visible to all parties.

So, they chose an out-of-the-box ITSM solution but ended up struggling with connecting different request types, custom fields, and comments in Jira and Salesforce.

It was hard to connect different request types. The comments were not synchronizing as expected.

— Jira Service Management Expert, Jira Administrator

Teams also wanted an integration option they could customize and maintain. 

Solutions

Since they mostly wanted to send data coming into Salesforce over to Jira, they needed a one-way integration. But considering they also occasionally needed to send comments from Jira to Salesforce, they chose Exalate’s integration solution.

We used AI Assist with Exalate’s Script mode to set up the synchronization according to our use case, thanks to its great customizability.

— Jira Service Management Expert, Jira Administrator

The main selling point was the integration’s customizability, which allowed teams to set up their instances however they wanted.

They also used the scripting engine to write conditionals and expressions to control how both instances interact with each other.

Why Exalate?

According to the company rep, the team chose Exalate for the following reasons: 

  • It supports near real-time synchronization.
  • The decentralized architecture allows teams to work autonomously.
  • The AI-powered scripting engine allows configuration with infinite possibilities.
  • The synchronized data doesn’t exist outside the environment.
  • The support team was also helpful in addressing issues and setting up the connection.

The thing we liked the most about Exalate was the troubleshooting tools that were on offer. They are way, way better than the other tools we had.

— Jira Service Management Expert, Jira Administrator

Results

After a few months of introducing Exalate into the company’s workflow, they came back to report the following improvements: 

  • Increased customer satisfaction
  • Faster average response and resolution time
  • Autonomy for teams to close and open tickets on their end
  • Smooth and accelerated scripting experience with AI Assist
  • Seamless collaboration between finance, incident management, and insurance teams.

Future

Based on their experience working with Exalate, the company believes they will use the integration solution to connect with more teams and partners. 

Going forward, they foresee Exalate connecting teams that use Jira Service Management, making the company’s ESM scenery stronger and more resourceful.

How Atos Improved Team Productivity and Collaboration With Exalate

Case study Atos featured image

Atos is a global leader in digital transformation with c. 78,000 employees and annual revenue of c. €10 billion. 

European number one in cybersecurity, cloud, and high-performance computing, the Group provides tailored end-to-end solutions for all industries in 68 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea) and listed on Euronext Paris. 

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. 

Across the world, the Group enables its customers and employees, and members of societies at large, to live, work, and develop sustainably, in a safe and secure information space. Atos’s presence in Latin America spans several countries, including Uruguay, Argentina, Brazil, Chile, Colombia, and Peru. 

Within this regional diversity, the company manages numerous large-scale digital transformation projects. Atos believes that seamless collaboration across teams, tools, and borders is no longer just a convenience; it’s become a necessity. 

To support this need, Atos turned to Exalate, a synchronization solution designed to connect different issue tracking and service management systems, such as Jira, ServiceNow, GitHub, among others. 

We spoke with a team leader, A. Rodriguez, an administrator, an integration consultant, and a project manager at Atos to better understand how Exalate fits into their daily operations. 

Here’s what we learned from their experience.

The Use Case

There are two key areas where Atos uses Exalate. 

The first one is regional fintech, where it is necessary to integrate different teams to manage infrastructure and support services. 

The second one is with one of the largest banks in Uruguay, where they need to improve task management and synchronization.

In both cases, they identified the need for a dynamic, agile, and synchronized interaction between teams within Atos and its clients.

For the fintech projects, they use Jira Cloud, while for the banking sector, they work with Jira Data Center. 

“En ambos proyectos se detectaron necesidades similares entre el equipo de Atos y el del cliente. En esos dos equipos era necesario que pudieran interactuar de forma habitual, dinámica, ágil y sincronizada.”

“In both projects, similar needs were detected between the Atos team and the client’s team. In those two teams, it was necessary that they could interact in a regular, dynamic, agile, and synchronized way.”

– A. Rodriguez, an administrator, an integration consultant, and a project manager at Atos

The Solutions

Initially, Atos tried various Jira add-ons like Workflow Extensions and post functions to meet the needs of their internal team and external clients. However, these solutions fell short of their business requirements. They were looking for a tool that was purpose-built for integration. 

After searching the Atlassian marketplace and reviewing different options, they shortlisted Exalate. It checked every box, including the budget. 

Eventually, after searching on the marketplace and going through reviews, they shortlisted Exalate, since it fit all their needs, including budget. 

A proof of concept confirmed Exalate’s ability to handle Atos’ integration needs and any concerns.

“Hoy en día, Exalate se ha convertido en un factor fundamental en los dos proyectos que estamos llevando a cabo con Atos. Forma parte del trabajo diario de los equipos poder colaborar en estos proyectos específicos con nuestros clientes. Además, los equipos han mejorado nuestra forma de interactuar con ellos.”

“Today, Exalate has become a fundamental factor in both projects we are implementing with Atos. It is part of the day-to-day work of the teams to be able to collaborate on these specific projects with our clients. In addition, the teams have improved the way we interact with them.“

– A. Rodriguez, an administrator, integration consultant, and project manager at Atos

Why Exalate? 

Atos recommends Exalate to its clients because it streamlines their workflows and processes. It has become a key tool in the daily operations of the projects Atos implements for its clients. 

A. Rodriguez specifically shared one experience where Exalate’s support played a key role during a complex migration for a major bank. The support team was available to answer questions and provide assistance whenever needed. Since the transition involved a large amount of data, Exalate’s support team ensured everything went smoothly, and it was a success.

Another key feature that stands out for them is Exalate’s ability to provide real-time integration, where the necessary information flows seamlessly and synchronizes instantly. This allows them to avoid inconsistencies and improve communication between teams.

Key features that make Exalate indispensable for Atos include:

  • Security: Crucial for sensitive industries like finance and banking
  • Ease of configuration: Simple setup and implementation. 
  • Outstanding Support: Reliable assistance whenever needed.
  • Real-time Integration: Instant synchronization, reducing inconsistencies, and improving communication.
“En realidad, fue un momento complicado durante la migración, ya que había mucha información. En esa etapa, el apoyo de Exalate fue clave; siempre estuvieron dispuestos a echarnos una mano, y eso lo valoro mucho.”

“Actually, it was a complicated time during the migration, since there was a lot of information. At that stage, Exalate’s support was key; they were always willing to give us a hand, and I value that very much.”
– A. Rodriguez, an administrator, integration consultant, and project manager at Atos

The Results

The biggest impact? Team collaboration has transformed. Processes became smoother, productivity surged, and communication improved both internally and with clients.

The main benefits were:

  • Increased productivity across Atos and its clients. 
  • Significant positive impact on efficiency and team collaboration.
  • Reduced inconsistencies and improved communication between teams.
“Como ya he mencionado, la seguridad siempre ha sido una prioridad para nosotros a la hora de elegir una herramienta de integración.”

“As I mentioned, security has always been a priority for us when choosing an integration tool.”

-A. Rodriguez, an administrator, integration consultant, and project manager at Atos

The Future 

With Atlassian discontinuing its Jira Server version, Atos is exploring migration strategies to Jira Cloud. They want to test this transition extensively with Exalate since integration with their clients is fundamental to their daily tasks, and they cannot afford interruptions. 

Additionally, for Atos, the high level of support is one of the strongest aspects of Exalate. So, they plan to expand Exalate’s use in future projects.