Use case: Ticket Escalation

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Optimizing logistics across a global supply chain means balancing complex systems, processes, and technologies. For Seko Logistics, that meant managing support operations in ServiceNow, while the teams responsible for resolving issues worked in Jira.

That divide created visibility gaps, redundant work, and unnecessary ServiceNow license overhead. Seko needed a way to connect both systems so support and development could collaborate seamlessly – without switching tools.

Before Unito, developers and support agents had to bounce between ServiceNow and Jira to piece together context for every ticket. The team set out to unify workflows end-to-end to ensure escalations, updates, and attachments moved automatically between systems. The goal? Improve SLA compliance, reduce mean time to resolution (MTTR), and cut manual handoffs that slow response times.

Challenge: Connecting global IT teams across systems

As Seko Logistics scaled its operations, its IT and development teams relied on different systems to manage customer issues. ServiceNow powered support operations, while developers tracked and resolved corresponding incidents in Jira. The lack of integration between these two critical platforms created silos, increased costs, and slowed resolution times — all while making it harder to maintain a seamless customer experience.

Seko Logistics faced three main challenges with this fragmented workflow:

• Operational bottlenecks: Each ticket required manual intervention. Support agents had to recreate issues in Jira, copy updates between systems, and ensure attachments and comments were mirrored in both tools – delaying response times and resolution.
• Escalating license costs: To maintain visibility across systems, many employees needed dual licenses for both ServiceNow and Jira, even if they rarely used one of the tools. Those redundant seats became a recurring expense that added up quickly.
• Change fatigue: Frequent retraining was needed to keep developers comfortable using ServiceNow: a platform outside their normal workflow. This not only slowed productivity but also led to lower adoption and engagement across teams.

“Prior to our Unito flows, the process involved manually creating Jira stories from each of the revised incidents in ServiceNow. Someone had to manually review and label them. All that’s gone now because Unito creates the Jira issue for us, maps the right fields, and allows automations to trigger properly.”

– Christian Matzer, IT Infrastructure & Integrations Project Manager, Seko Logistics

Solution: A two-way sync between Jira and ServiceNow

To eliminate silos and manual work, Seko Logistics deployed Unito’s two-way integration between ServiceNow and Jira. The goal was to create a seamless, automated connection between IT support and development, allowing both teams to collaborate in real time without ever leaving their preferred tools.

With Unito, every new ServiceNow ticket automatically generates a matching Jira issue. Key fields — such as status, priority, comments, and attachments — stay perfectly synchronized across both platforms. Updates made by support agents instantly appear for developers, while developer notes and resolutions flow back into ServiceNow for full customer visibility.

This automation not only reduced manual work but also improved service velocity and data accuracy, giving every stakeholder a complete, up-to-date view of each ticket.

What set Unito apart for Seko Logistics:

1. Straightforward field mapping: Unito’s intuitive field mapping made it easy to get data exactly where it needed to go, even with custom fields.
2. Comprehensive integrations: Unito has the deepest 2-way integrations for Jira and ServiceNow, automatically creating work items in each tool and working seamlessly with built-in automations.
3. Industry-leading support: Quick response times from the support team and continuous development based on customer feedback made Unito a platform Matzer and his teams could trust.

“The point of an integration is to minimize the number of times you have to click through to other places and perform manual steps. Unito is saving us significant effort while reducing friction.”

– Christian Matzer, IT Infrastructure & Integrations Project Manager, Seko Logistics

Results: Transforming IT operations through automation

Seko Logistics deployed Unito’s integration for Jira and ServiceNow to close the gaps in their ticket management workflow, bringing developers and the support team together so they can collaborate on tickets without constantly switching tools.

Today, Unito powers over 45,000 ticket syncs each year, eliminating redundant manual updates and reclaiming 8.5 weeks of IT capacity. By removing the need for 30-40 ServiceNow licenses, Seko also reduced platform costs while maintaining full visibility between IT support and engineering. The result is a faster, more transparent incident management process – with more accurate SLA reporting, faster escalation handling, and fewer delays between customer submission and engineering resolution.

Here’s how Seko Logistics’s Unito-enhanced workflow transformed IT operations:

• Increased operational capacity: With Unito, Seko reclaimed the equivalent of 8.5 weeks of IT team capacity each year by automating manual ticket updates and cross-platform escalations. That time is now reinvested in higher-value projects and proactive service improvements.
• Reduced platform costs: Unito’s two-way sync eliminated the need for duplicate ServiceNow licenses, cutting recurring costs without sacrificing visibility or control.
• Stronger cross-team collaboration: Developers and support agents now work seamlessly in their own tools while sharing real-time updates, attachments, and context automatically.
• Scalable, adaptable automation: As Seko’s workflows evolve, Unito’s flexibility allows them to expand integrations without heavy IT overhead.
• Higher employee satisfaction: Teams stay productive and comfortable in the tools they know best, with fewer training requirements and less friction day-to-day.

As IT Operations Manager Loren McDowell explains, “Unito actually pays for itself. We’re saving on ServiceNow licenses and freeing up our IT team to focus on strategic work.”

About Seko Logistics

Seko Logistics is a global leader in end-to-end logistics, deploying tech-first solutions across all industries. With over 150 offices in more than 60 countries, they optimize supply chains from initial order to pallet transportation, parcel delivery to returns, and more.

About Unito

Unito’s no-code integration platform connects tools like ServiceNow, Jira, and more, enabling businesses to streamline workflows, reduce manual work, and stay aligned.

Want in? Find out how much you can save by automating your workflows with Unito.