Connecting Jira with SugarCRM
Creating a 360-Degree Customer View
Service and engineering/development teams often work with separate software tools, which can make efficient collaboration and information exchange across departments unnecessarily difficult.
In development, tools like Jira are commonly used – and rightly so: Jira offers excellent features and a great user experience for engineering teams.
The downside? Information stored in Jira is not visible in the CRM, meaning data must be entered manually – or not at all. Communication between support and development then happens via meetings, emails, or copy & paste – increasing workload and reducing transparency.
To solve this, we developed a ready-to-use integration between SugarCRM and Jira.
This integration ensures that all issues or bugs related to a ticket in Sugar are also created and updated in Jira – and vice versa. All relevant data, such as status, priority, type, and communication history, is exchanged between the systems.
Each team member works in their familiar system, while still receiving updates from the other – enabling efficient, traceable collaboration.
Another advantage: teams in sales or marketing, who often don’t have access to Jira, can still see current service cases and related issues directly in Sugar – allowing for more informed and customer-focused conversations.
Benefits & Features
1. Creating an issue in Jira from within Sugar
Support staff can create a new issue or bug directly from a Sugar ticket. Jira projects are loaded during creation, so the correct one can be selected easily. The issue is then automatically created in Jira, including all relevant data: status, priority, description, type, etc.
2. Creating an issue in Sugar from within Jira
Issues created in Jira can also be automatically transferred into Sugar.
3. User mapping
All Jira users can be mapped to the corresponding Sugar users to ensure assignment.
4. Syncing Jira updates
To visualize updates (e.g., status, priority changes), the integration includes a dedicated “Jira Logs” module in Sugar, which tracks all issue-related changes.
In addition, Jira comments are synced into Sugar as notes, allowing full visibility of all communication – both in Sugar and Jira.
This ensures that all important development-related information is captured in Sugar, enabling the 360-degree customer view as described above.
Bonus: Using SugarBPM, you can define workflows – for example, to notify the responsible support agent when the Jira issue status is changed to “Closed.”
How can we help you to implement the integration?
With our Quickstart Package you can get our product experts to work and solve issues, eg with existing individual Sugar customizations or an On-Premises installation, to accelerate time to value.
During setup, we tailor the connector to your specific use case. In most cases, the full setup can be completed in just 1 -2 person days. It contains access to our product development team and includes support.
Start with a free consultation so you can be sure the solution will deliver exactly what you need.
👉 Contact us directly or via the SugarCRM marketplace for more informations.
