Enhance Customer Service by Connecting Support with Internal Teams on Jira

Sync Jira Service Management with Jira projects for better IT Service Management

Why Use Backbone for Improving Your IT Service Management?

Problem

ITSM tools like Jira Service Management are good at handling customer requests quickly. But it's hard to share these tickets with teams working on different JSM or Jira projects. Manually copying and updating information across projects takes time and is error-prone. Buying more JSM agent licenses gets expensive.

Solution

Backbone lets you easily copy and sync JSM tickets across different JSM or Jira projects. You can collaborate on customer requests with other teams and keep everyone informed, all without leaving your current project. This helps you solve tickets faster than ever and keep customers happy.

Features

Connect Teams, Solve Tickets Faster

Backbone brings customer support and internal teams closer. When a customer submits a request, support teams can easily send the ticket to the relevant Jira or JSM project. Keep everyone updated in real time and delight your customers with lightning-fast resolution.

Save Money and Stay Agile

Collaborate with teammates across different JSM projects without buying expensive extra JSM licenses. Auto-escalate tickets based on urgency, sync statuses, fields, comments, and attachments without leaving your workflow. Sync unlimited projects and tickets.

Work Smarter, Control Information Flow

Choose what info is shared between your public customer portal and internal projects. Use keywords to pick which comments are synced, keeping customers informed while improving collaboration.

Key Features

How Backbone Can Help You Work Reliably Across Jira Instances

Customize Your Sync

Use intuitive JQL filters to control precisely which Jira tickets to sync. Choose to share info in one direction or both, even behind firewalls.

Be Flexible

Copy and sync tickets between Jira Software and Service Management on the Cloud or Data Center.

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Secure Data Transfer

Cryptographic privacy and authentication for encrypted data transfer to ensure data safety.

Why Backbone Is the Right Choice for You

Trust & Compliance

Data Residency

Complete control over the region where your data will be stored and processed (US, EU, DE).

ISO 27001:2022 Certified

Robust security systems within the product ensure your data is protected and risks minimized.

Security & Performance

Atlassian Cloud Fortified

Compliance with the highest possible security, reliability, and customer support standards.

99% Uptime

Guaranteed reliability and resilience to keep your operations running and uninterrupted.

Don’t Just Take Our Word for It!

Backbone has been helping thousands of teams on Jira and JSM collaborate seamlessly and provide better customer service.

Before Backbone Issue Sync, managing customer tickets and statuses was time-consuming. Now, with real-time syncing, our customers have better visibility into their requests, making them feel valued, and our support team is more efficient. Stefan Losko, Team Lead IT Support

Carsten Severin, Head of Project Management Office

Backbone gives us a nearly real-time synchronization for over 150 active projects. It helps us save time and improve the quality of our project management. Carsten Severin, Head of Project Management Office

You can sync changes to Jira issues in real-time... I am very happy with the performance. We have tried other competitors too, but Backbone has, by far, the best interface to work with. Robin Keet, BAS World

Get a Demo of Backbone

Book a time to discuss your specific requirements and see how Backbone can work for you.

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