Hiring and Onboarding Remote Employees

You’ve deployed AI agents to handle first-line customer inquiries, and they’re good at what they do—when they have the information they need. But you keep seeing them escalate tickets unnecessarily, give generic responses to known customers, or miss obvious context that would let them resolve issues immediately. The frustrating part? That context exists. It’s just trapped in a different system. Your billing history lives in Stripe. Account tier and contract details sit in Salesforce. Previous support interactions are in Zendesk. Project status updates are in Jira. Your AI agent only sees what’s in front of it: typically the current support ticket and whatever standard…

You’re staring at the escalation queue again. Same ticket, third reformat this week. Priority disappeared when it crossed from Zendesk to Jira. Custom fields such as business unit, revenue impact, compliance flags are all missing. Now you’re manually rebuilding the context your L2 team needs to route this properly, while the SLA (Service Level Agreement) clock keeps running. Your upstream team followed procedure. They documented everything in their system. But their “Critical” priority doesn’t exist in your priority schema. Their custom fields don’t map to your field structure. The ticket crossed the system boundary, and the metadata that makes escalation decisions po…

Your support AI routes a high-value customer to the basic tier queue. Not because the AI is poorly trained, but because it can’t see the CRM data showing their account status. The customer waits 20 minutes for an agent who immediately needs to escalate. You check the ticket later and see what went wrong: the AI made its routing decision using only what existed in the support platform. Everything else such as the account value, the renewal date, and the previous escalations live in systems the AI couldn’t access. ChatGPT works brilliantly because you give it complete context within the conversation. You describe the problem, provide background, and clarify details in r…

You update your ServiceNow ticket with engineering notes. Then open Jira to update the corresponding ticket with the same notes. Then Slack the engineer: “Did you see the update?” Then check both systems to confirm they match. Fifteen minutes gone. Forty escalations this week mean ten hours of duplicate work. Nobody’s tracking this (no time code for “checking if systems are in sync” exists) but you’re paying for it. In time. In delays when systems drift. In errors when updates don’t match. Management sees “tickets resolved.” Doesn’t see the invisible labor creating that output. Why escalation work stays invisible to management Your time tracking shows a ticket …

You close the ServiceNow ticket at 4:17 PM, finally. Customer issue resolved after three hours of back-and-forth, all fields updated, status set to Closed. You switch tabs to check engineering’s progress on the underlying bug in Jira. The ticket is still marked “Waiting for Support.” The last comment is from yesterday: “Need more info from customer.” You closed that loop three hours ago. Your engineering team never saw the update. Now you’re typing an explanation to the customer about why the fix took two days longer than it should have. Your support team averages four-hour resolution times. Your engineering team averages a six-hour turnaround on escalations. But …

You’re at your desk reviewing last week’s ticket metrics, coffee cooling beside your monitor, and one number looks good: 4.5 hours average time to escalation. That means your L1 team tried everything before passing tickets up, right? Then you drill into a resolved incident. Engineering fixed it in 10 minutes. API timeout error (something they’d seen three times that day already). Your L1 agent spent 4 hours troubleshooting (restarted services, checked configurations, walked the user through cache clearing). Standard fixes for connectivity problems. Engineering recognized the pattern immediately and applied a known workaround. Where did those 4 hours create value? …

If you’re a Smartsheet user, you know just how useful having the right bit of data from a different tool can be. While Smartsheet is a great way to oversee even the most complex projects, it’s not quite as specialized as tools like GitHub, ServiceNow, or Jira for some teams. Bridging the gap between these tools is essential for better collaboration, and that’s where data integration comes in. Smartsheet’s built-in Data Shuttle is one option. Unito is another. Which one’s best for what you need? Smartsheet Data ShuttleUnitoIntegration typeScheduled file imports and exportsTwo-way live data syncSetup complexityManual file handling and simple mappingNo-code, user-fri…

You hired two L2 agents. Built better training documentation. Restructured your escalation tiers. Six months later, you’re staring at the same dashboard number: 28% escalation rate. Your manager wants to know why engineering is still underwater with tickets. You’ve tried everything the ITSM (IT Service Management) playbooks recommend (more people, better processes, clearer criteria) and the number hasn’t moved. Here’s what’s actually happening: You’re measuring volume and speed. You’re missing what shows where things break. Traditional escalation metrics track outcomes (how many tickets escalated, how fast they moved). But escalations fail at structural breakpoint…

Jira is a powerhouse for software development, but it’s rarely a central tool for other teams. Stakeholders typically spend more time looking at spreadsheets or slide decks than they do Jira issues. Team leads spend just as much time in Jira as in the tools everyone else uses. Developers spend almost no time in Jira, focusing their work on coding tools and repositories like GitHub. Now imagine getting all these people to collaborate on a software development project. That’s where Jira integrations come in. They standardize data from Jira in other tools, as well as feed your Jira issues with additional context from these other platforms. Here’s why you need a J…

NetSuite is a leader in enterprise resource planning (ERP) platforms, used by many organizations to centralize data from CRMs, business intelligence tools, and more. But whether it’s because of the price tag, available integrations, or a lack of focus on a specific industry, many organizations look to one of NetSuite’s many competitors. Here’s a list of the best options out there. NetSuite Competitors: Summary table Netsuite competitorPrice rangeIdeal organization sizeBest forMain limitationQuickBooks Online$38-$275 a month50 or lessSmall and medium business accounting needsMore limited than other NetSuite alternativesXero$13-$78 a month50 or lessSmall and medi…

You can integrate Asana with Jira using Unito’s no-code platform. This 2-way synchronization pushes data back and forth between Asana tasks and Jira issues without manual data entry. It’s ideal for project managers trying to keep up with teams in both tools across any industry. If you’ve got one team in Asana and another in Jira but you’re stuck between them then this guide is for you! Unito’s Asana-Jira integration enables anyone on your team to quickly set up a workflow that turns newly created issues into tasks and vice versa with a range of options in between. You can do this with Jira Cloud, Jira Server, Jira Service Management and Jira Data Center. You can find …

Software integration isn’t just becoming more essential to how your organization works, it’s already a core problem. According to data from Merge, 83% of organizations see product integrations as one of their biggest priorities. Cloud integration platforms are one of the best ways of doing this, They connect business systems without requiring significant IT resources, lengthy deployment times, or on-premise servers and architecture. Modern cloud platforms can be deployed in days rather than months, meaning you see a near-instant impact. What are cloud integration platforms? Cloud integration platforms are purpose-built integration solutions delivered over the cloud…

Manually organizing large amounts of data, from multiple sources is a frustrating and time-consuming task. Fortunately, the right tools can automate the process, letting you skip the tedious parts and get right into the analysis that matters. Coefficient is one of the most popular tools on the market for moving data through spreadsheets, and with good reason. It’s easy to set up, easy to learn, and for many teams it’s more than worth the price tag. But what if it isn’t right for you? Coefficient.io alternatives: Summary table Coefficient.io alternativeStarting priceIntegration typeNumber of connectorsBest forUnito$49/monthTwo-way, real-time60+Two-way sync a…

In this guide, you’ll find everything you need to know how to set up an integration that syncs NetSutie records with Jira issues through an automated two-way flow from Unito. Since Unito is a completely customizable platform with a no-code interface, you can set up this integration without any support from your technical teams. No need to troubleshoot complex automations or rely on expensive consultants, either. More of a visual learner? Check out this video demo for a very similar integration. By the end of this guide, your NetSuite-Jira integration will: Create new NetSuite records based on Jira issues. Create new Jira issues synced with NetSuite re…

Businesses today are drowning in data, and more driven than ever to make the most of it. When analyzed properly, that data has the power to boost efficiency and dramatically improve an organization’s operations, because it allows teams to base decisions on actual information about how their company works. But raw data isn’t much good to anyone — to be useful, it needs to be consistent, organized, and collected together into a single, unified system. That’s what data integration is all about. Keep reading, and we’ll explain what data integration is, why companies do it, common struggles to watch out for, and a few of the most common ways to integrate data. What is …

In this guide, you’ll find everything you need to know to set up an integration that syncs Smartsheet rows with Wrike tasks through an automated 2-way flow from Unito. Since Unito is a fully-customizable platform with a no-code interface, you can set up this integration without any support from your technical teams. No need to troubleshoot complex automations or rely on expensive consultants, either. More of a visual learner? Check out this demo for a similar integration. By the end of this guide, your Smartsheet-Wrike integration will: Create new Smartsheet rows based on Wrike tasks. Create new Wrike tasks synced with Smartsheet rows. Update field…

Automation is an easy way to help your team be more productive and efficient in their day-to-day work. But to unlock real team collaboration, you may need to move beyond simple automation into two-way syncing. Workato and Unito provide a great illustration of how these two approaches differ. This comprehensive guide covers everything you need to know about Workato and Unito, including features, pricing, use cases, and implementation times. Platform overview: Workato vs. Unito Workato vs. Unito: Summary WorkatoUnitoPricingPlatform fee + recipes + professional servicesSingle license feeEase of useTechnical skills requiredEasySync and automation1-way2-wayCusto…

Managing a project can feel like trying to assemble a 1000-piece puzzle, except those pieces are scattered across emails, shared drives, and the minds of your team members. And running a project without a project management template is like assembling that puzzle without the box. No clear picture of what you’re trying to do, and no guide rails for the hard road ahead. It’s no wonder 70% of projects fail globally. A project management template provides a proven framework that eliminates guesswork, reduces errors, and accelerates your project from kickoff to delivery. Whether you’re launching your next marketing campaign, helming a software development team, or managing…

Need to move data between NetSuite and Smartsheet? Maybe you have teams working primarily in Smartsheet, but need to see their work represented in NetSuite? Or is Smartsheet your reporting tool of choice for NetSuite work? In this guide, you’ll find the following four methods for connecting Smartsheet with NetSuite: Manually exporting data between Smartsheet and NetSuite Using Smartsheet Data Shuttle Using automation tools Syncing Smartsheet and NetSuite with Unito First method: Manually exporting data between Smartsheet and NetSuite Both NetSuite and Smartsheet allow users to manually export data from specific parts of their workspace or the …

“There has to be a better way to do this.” That frustration is at the heart of many workflows. It happens when you need to copy data from one tool into another. It happens when a deliverable you’re waiting on to start your work falls through the cracks. It happens when projects go over budget because essential tasks ended up requiring much more work than anticipated. Workflow automation won’t eliminate all that frustration, but it can make a good chunk of it disappear. Whether you’re drowning in manual data entry, constantly switching between disconnected tools, or looking to scale your team’s productivity, workflow automation can transform the way you work. T…

The data integration market is projected to reach $30.27 billion by 2030, according to data from Grand View Research. With the average organization using hundreds of SaaS applications, sometimes with overlapping purposes, data integrations are rapidly becoming an essential part of day-to-day operations. Data integration tools allow the automation of essential processes, the centralization of data from multiple sources, and the elimination of data silos. In this guide, you’ll get a list of the 10 best data integration tools on the market to help you choose the right solution. What are data integration tools? Data integration tools connect software platforms to k…

Data silos aren’t just inconvenient. They can completely derail important projects and create misunderstandings between departments. Worse, they’re expensive. According to data from Gartner, poor data quality costs organizations $12.9 million a year on average. Poor data quality can be caused by improper practices and rigid workflows but, in most organizations, data silos are the primary contributor. Think about the tools you use every day, like Salesforce, ServiceNow, or Jira. How easy is it for a team working in one of them to get the data they need from other sources? Can they easily share their data with someone else? Typical solutions to data silos often don’…

HubSpot is one of the most popular CRM platforms on the market, and it’s the go-to platform for many sales teams. But while it’s a robust, easy-to-use platform, sometimes you need that HubSpot sales data in a report or a spreadsheet everyone can get access to. For many teams, that’s not possible unless someone copies and pastes data manually from one tool to the other or spends hours cleaning up CSV exports from HubSpot to make that data useful in their spreadsheets. But these aren’t your only options. Unito’s integration for HubSpot and Google Sheets allows you to automatically export HubSpot data to your spreadsheets while keeping everything in sync. That means anyt…

In this guide, you’ll find everything you need to know to set up an integration that will sync Asana tasks with Zendesk tickets using an automated 2-way flow from Unito. Since Unito is a customizable platform with a no-code interface, you can set up this integration without any support from your technical teams. No need to troubleshoot complex automations or rely on expensive consultants, either. More of a visual learner? Check out this video tutorial for a similar integration. By the end of this guide your Asana-Zendesk integration will: Create new Asana tasks based on Zendesk tickets. Create new Zendesk tickets synced with Asana tasks. Update fie…

In this guide, you’ll find everything you need to know to set up an integration that syncs Smartsheet rows with monday.com tasks through an automated 2-way flow from Unito. Since Unito is a customizable platform with a no-code interface, you can set up this integration without any support from your technical teams. No need to troubleshoot complex automations or rely on expensive consultants, either. More of a visual learner? Check out this video demo for a similar integration. By the end of this guide, your Smartsheet-monday.com integration will: Create new Smartsheet rows based on monday.com tasks. Create new monday.com tasks synced with Smartsheet r…