The team at Siit, which offers a modern IT service management (ITSM) platform, knew their product needed to go to market with HRIS and ticketing integrations back in 2021.

Chalom Malka, Siit’s co-founder and CEO, adds more context:

“The HRIS and ticketing integrations would support several critical workflows in Siit, from auto-provisioning users in applications to syncing escalated tickets with clients’ project management systems. We simply couldn’t take our product to market without these integrations.”

Their early team had previous experience with building and maintaining integrations, so they knew how resource and time intensive this work was. 

“Building a single integration can take months and require hundreds of developer hours. And maintaining integrations could be an even bigger headache. Knowing and experiencing this pain first-hand led us to not even consider this option,” says Chalom.

They ended up evaluating several vendors but landed on Merge because the platform was most aligned with their current and future integration needs. 

“Merge’s integration categories were expanding in all the ways we wanted. We’ve started with ticketing and HRIS but we love that we can use their file storage integrations and can soon leverage their knowledge base integrations.”

Once the team built to Merge’s Unified API, they were able to take more than a hundred HRIS and ticketing integrations to market. 

This includes System for Cross-domain Identity Management (SCIM) directory systems like Okta, core HR softwares like Workday, project management tools for developers and PMs like Linear, and support tools like Zendesk.

Here’s how their integrations work:

1. Once a user logs into Siit, they can click on Settings to view all of their available integrations.

2. The user would select a specific integration, which triggers Merge Link, a UI component that’s embedded in Siit, to appear.

3. The user would follow the steps provided in Merge Link to authenticate the integration. And once they’ve done so successfully, an initial sync gets triggered. 

In the case of HRIS and SCIM directory integrations, data like employees’ full names, job titles, departments, and managers get added to and continuously resynced with Siit. And for ticketing integrations, ticket names, categories, attachments, users, due dates, statuses, and more get added to and continuously re-synced with Siit. 

All of this synced data powers countless critical use cases in Siit. Here are just a few:

• Approval workflows: Once an employee makes a request in Siit (which is accessible via Slack, Microsoft Teams, and email service providers) that requires manager approval, the request automatically gets routed to the appropriate manager, who can review and approve/reject it  

• Ticket escalations: Any time an employee creates a ticket for an important issue in Siit, the appropriate team gets notified within the ITSM platform. If that team confirms the issue, an associated ticket can be created and escalated in the relevant project management platform within a few clicks

For example, if a product bug is flagged by an employee in Siit and a product manager goes on to confirm that the bug exists and has a high impact on the customer experience, the product manager can create and escalate a corresponding ticket in an app like Linear from Siit. These tickets can also be synced bidirectionally—that way, the submitter can stay in the loop.

• Automated app provisioning: When an employee is added to a group in the integrated SCIM directory system, IT can provision them with the appropriate applications and permissions by simply clicking “Approve” in Siit.

Similarly, when a user is marked as inactive in the integrated SCIM directory system, IT can quickly de-provision access to all their applications with just a few clicks.

• AI Agent workflows: Siit’s newly-launched IT AI Agent uses the integrations to perform tasks on behalf of employees and IT

For example, the AI agent can use the SCIM directory and HRIS integrations to provision employees with access to apps in a matter of seconds.

And the AI agent can use the ticketing integration to create issues with ease.

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Merge’s HRIS and ticketing integrations enable Siit to support a secure and high-performing AI agent for IT.

Chalom explains why:

“Merge’s integrations provide our AI agent with real-time access to a wide range of employee and ticketing data, enabling it to take fast, dynamic actions. Merge also supports access control lists (ACLs) for ticketing integrations, ensuring ticket data is only shared with assigned employees.”

Now that they’ve added more than a hundred integrations via Merge and have experience in building their own, they can also compare what it’s like to build and maintain integrations with and without Merge.

According to Chalom:

“Adding roughly 100 integrations with Merge took our team about a month. It would have taken us roughly 2 years to launch these integrations in-house. Therefore, Merge allows us to launch integrations roughly 25x faster.”

So, what’s next in Siit’s integration journey with Merge?

“We plan on adding Merge’s file storage integrations and migrating our existing knowledge base integrations over to Merge’s when they’re available. These integrations will enable our AI agent to support even more workflows, such as answering employees’ IT-related questions.”

We look forward to supporting these additional use cases in the near future.