Two-way synchronisation
Status, comments and assignment stay consistent in both systems. Neither side becomes the stale copy.
Service management
Their process, not another queue.
Large organisations already run their work somewhere. A product that creates a second place to look is a product their service desk will resist.
When your application serves an enterprise, requests raised in it usually have to appear in the system their teams already work in — ServiceNow, Jira Service Management, or whatever their service desk has standardised on. The integration that matters is two-way: a request created in your product becomes a ticket in theirs, and when their team updates the ticket, your product reflects it. One-way pushes create exactly the stale-status problem they were trying to avoid.
Off until you need it. Turning it on is a toggle — not a project, not a rebuild. See how capability arrives as you grow.
Providers
What we connect to
Available means built and running in production today. On request means we will build it for your application — it is not pre-built, and we will not imply otherwise.
Available
- ServiceNow
- Jira Service Management
- Jira SoftwareWhere requests become engineering work
On request
- Zendesk
- Freshservice
- Linear
- Azure DevOps
What you get
The part that is not just an API key
Routing by their rules
Requests land in the right queue, with the right category and priority, according to how the customer's service desk is actually organised.
SLA clocks that reflect reality
Their SLA timers start and pause correctly, because the events driving them come from the application rather than from someone updating a ticket by hand.
Context attached to the ticket
The record, the user, the screen and the error travel with the request, so the person picking it up is not starting from a one-line description.
Resolution flows back
When their team closes the ticket, the requester sees it in your application — where they raised it.
For example
What this looks like in practice
An internal tool in a large company
Staff raise a request in the application; IT works it in ServiceNow; the requester never has to learn ServiceNow.
A product sold to enterprise
Their service desk owns first line. Your product feeds it and receives updates back, which is usually a condition of the rollout.
Bugs that become engineering work
A reported problem becomes a Jira issue with reproduction context attached, and the reporter is told when it ships.