Integration Tool Kit: Team Track Issue Tracker Integration with Salesforce.com

Serena Software announced today a new integration with TeamTrack, the leading issue and process management package, and Salesforce.com, the leading Sales Force Automation service. Sesame Software’s Relational Junction will provide a two-way bridge between TeamTrack and Salesforce.com, allowing flexible, cost effective integration.

TeamTrack is renown for Issue and Defect Tracking, Internal Help Desk Incident Management, and Operations Process Management. Salesforce.com is a leader in Sales Force Automation and customer-facing Case Management.

The typical problem faced by organizations is that customer service representatives must mediate product or service issues between customers, engineering and quality assurance staff. They also do not want to expose the level of detail or the number of issues in a customer-facing system. Therefore, the challenge is to selectively turn customer issues into engineering issues.

This is solved by selectively copying customer issues in Salesforce.com to TeamTrack based on customer service representatives “forwarding” issues to Engineering, and getting feedback in Salesforce when the issue is resolved. The Relational Junction integration allows this two-way integration. For more information, contact the Sesame Software Sales team at (877) 496-6400, option 1 or info@sesamesoftware.com