Enterprise use case · Zendesk + Jira + Microsoft 365
Customer issue to engineering resolution
Support copies tickets into Jira by hand and customers wait without updates. Support tickets that need engineering get a linked Jira issue and the status flows back.
Architecture
One governed run
How it starts: A Jira change carries status back. A webhook or poll from Zendesk starts the run.
Step by step
How the process runs
- 01
Ticket
Zendesk ticket, user and organization are read.
- 02
Triage
Rules + Code checks category and duplicates against open Jira issues.
- 03
Issue
A Jira issue is created or linked in the right project.
- 04
Status back
Jira changes update the Zendesk ticket.
- 05
Communicate
Account owners are told in Teams or email when the issue resolves.
Control
Human decision and exception path
Human decision
A support lead approves escalation for tickets outside the routing rules.
Exception path
- Duplicates link to the existing issue.
- Unknown projects route to triage.
- API errors are retried.
Evidence
What gets audited
- Ticket.
- Triage decision.
- Issue link.
- Status updates.
Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.
Sovereignty and deploymentRelated
Patterns, connectors and next steps
- ServiceNow-Jira integration
Integration pattern · Incidents and changes reach engineering with context, and status returns to service.
- Zendesk connector
52 pre-built actions
- Jira connector
36 pre-built actions
- Microsoft 365 connector
45 pre-built actions
- Enterprise automation
Governed processes across the systems you already run.
- Order to cash across CRM, ERP and billing
Another enterprise use case.
FAQ
Questions about this use case
- Does Nexus replace any of these systems?
- No. Each system keeps its own records. Nexus runs the process between them and records each decision.
- How does the run start?
- A Jira change carries status back. A webhook or poll from Zendesk starts the run.
- What if a step is not covered by a pre-built action?
- It runs through an API, protocol or database call, or as Rules + Code in Python, Bash, Go, Java, .NET, PHP, PowerShell or JavaScript/TypeScript, with the same approvals and audit.
Use case review
Discuss this use case
Bring your version of the process. We will map the systems, approvals and evidence it needs.