Now you can manage customer experience using Jira and drive further action across your entire organization. Alerts from Medallia Experience Cloud create new issues in Jira, in real-time, so experience issues can be prioritized, triaged, and assigned to the correct team, and company-wide response deadlines and SLAs can be met. Issues reflect all relevant experience metadata including channel, product, and touchpoint so root causes can be uncovered by appropriate product owners. When closed, experience resolution data is seamlessly propagated from Jira to Medallia, keeping users of both systems on the same page.
Companies using Jira Service Desk can invite customers to provide feedback on whether their issues were adequately resolved, triggering automated outreach through Medallia. Subsequent low scores on issue resolution result in follow-up issues created in Jira.