Thoropass, an end-to-end infosec compliance solution, needed to integrate with customers’ ticketing systems to help streamline tasks that enable customers to stay compliant with specific frameworks, like SOC 2, ISO 27001, HITRUST, etc.

Rebecca Houser, a Senior Product Manager at Thoropass, adds additional context: “Our customers’ operations and engineering teams have important compliance tasks they need to complete. They also use ticketing systems to manage their work, so we knew that syncing compliance tasks and information between Thoropass and these ticketing systems would help these teams track and complete those tasks with less coordination overhead.”

Thoropass’ customers’ engineering and operations teams aren’t the only ones who’d benefit from the integrations. According to Rebecca, “These integrations would enable our customers’ compliance teams to get up-to-date insights on tasks within Thoropass automatically. This would allow them to avoid asking colleagues for status updates and updating tasks manually, both of which would save them time and make their lives easier.”

The team had an existing Jira integration built, but the process of building a bidirectional sync was projected to take a lot of time, and maintaining the connection would require ongoing investment.   

With customers and prospects requesting additional ticketing integrations, the team at Thoropass decided to look at 3rd-party solutions that could help them scale more effectively.

As they evaluated unified API solutions, they ended up comparing Merge directly with another unified API platform. They found that Merge offered more ticketing integrations, better support, higher quality documentation, and allowed them to sync a wider range of data—so their decision to partner with Merge was clear.

Within a couple weeks, the team at Thoropass was able to take 29 ticketing integrations live through Merge, which include Jira, ClickUp, and Trello. 

Through the integrations, they’re able to sync fields like due date, status, attachments, description, and more between their platform and their customers’ ticketing applications, which enables them to power the following workflows:

• A user in Thoropass can send a task from Thoropass to a ticketing platform—where their technical or operational teams work—with the click of a button. 

The corresponding ticket created in the customer’s ticketing tool includes details the ticket assignee needs to complete the task, like title, due date, description of the task, etc.

• When a customer’s team works on a ticket, the changes are reflected in Thoropass, which ensures that Thoropass’ users can easily stay up to speed on a task.  

For example, if an engineer uploads an image that verifies that the company complies with a certain requirement and updates the ticket to closed, both the status change and attachment (which serves as evidence that the company meets a certain compliance requirement) are reflected in the associated task in Thoropass.

Since using Merge, Thoropass’ engineers have been able to save a significant amount of time.

“It would take our engineers several months to build the same number of integrations that we’ve added through Merge,” explains Rebecca, “this has led our engineers to save hundreds of hours in both building and maintaining our integrations.” 

Merge’s Integration Observability tooling has enabled Thoropass’ engineers to save additional time. 

“With Merge, I can easily determine the root cause of an integration issue and the best way to address it. This lets me be more prescriptive when I pass along an issue to engineering, which helps them resolve the issue faster,” says Rebecca.

In addition, the team at Thoropass has already been able to close more deals through the integrations they’ve added with Merge.

According to Rebecca, “The ticketing integrations have unblocked several big deals. In fact, roughly 17% of the annual recurring revenue we’ve closed over the past six months can be directly attributed to the collaboration capabilities that Merge powers via its ticketing integrations.”

Perhaps best of all, the integrations have improved the customer experience. 

Thoropass’ customers have been able to use the integrations to complete many compliance requirements, enabling them to earn compliance across the frameworks they care about faster and with less friction. 

Rebecca adds, “We’ve already seen our customers sync over 50 unique compliance requirements across 1000+ tickets, and we’re only expecting these numbers to grow over the coming months and years. As a result, we’re helping a significant share of our customers simplify their respective compliance journeys.”

Our team looks forward to helping Thoropass continue transforming their customers’ compliance journeys.