⊛ Zoho Desk + ⬡ Jira

ZOHO MEETS JIRA

INFONEXUS IT Institute delivers an industry-grade Zoho Desk & Jira course — covering ITSM fundamentals, ticket automation, Agile Scrum/Kanban, Jira Service Management, REST API integration, and enterprise governance across three progressive levels.

View Curriculum ↓
10+
Students Certified
4
Modules Covered
10+
% Placement Rate
5+
LPA Max Package
Why Choose INFONEXUS

Master Both Zoho & Jira
In One Program

INFONEXUS IT Institute is the only training center in Indore covering both Zoho Desk and Jira in depth — from ticket setup to enterprise administration, automation, and REST API integration.

⊛

Zoho Desk — Complete Platform

Master Zoho Desk from ticket creation to advanced automation blueprints, multi-channel support, SLA management, Zoho CRM integration, and the complete Zoho One ecosystem.

⬡

Jira — Agile Project Mastery

Cover Jira Software Scrum and Kanban boards, sprint planning, backlogs, Jira Service Management (JSM), Advanced Roadmaps, and Atlassian ecosystem integrations.

🔗

REST API & Integrations

INFONEXUS teaches REST API integration between Zoho and Jira — webhooks, Zapier automation, custom connectors, and enterprise middleware for cross-platform ticket sync.

📊

Reporting & Analytics

Build executive dashboards in Zoho Analytics and Jira — SLA breach reports, agent performance metrics, sprint velocity charts, burndown analysis, and custom KPI tracking.

🏆

Certification Aligned

Course content aligns with Atlassian ACP-100 (Jira Administrator), ACP-120 (Jira Project Administration), and Zoho Desk Certified Consultant exam objectives — with mock test preparation.

🌐

Enterprise Administration

Learn Zoho Desk and Jira administration for enterprise environments — user provisioning, LDAP/SSO, data security policies, audit logs, and multi-org governance frameworks.

Zoho and Jira ticketing tools training at INFONEXUS IT Institute Indore
5 MO.Full Program
Program Overview

FROM HELPDESK
TO ENTERPRISE
ITSM ADMIN

INFONEXUS IT Institute's Zoho and Jira program is structured as three progressive stages — Basic (ITSM fundamentals + platform setup), Advanced (automation + integrations + Agile boards), and Professional (enterprise admin + API + governance + certification prep).

Zoho DeskJira SoftwareJSMScrumKanbanAutomationREST APIACP Prep
Course Curriculum

18 MODULES.
3 LEVELS. ONE PLATFORM MASTERY.

Every module is built around real enterprise support and project management scenarios — giving you the exact skills Jira Admins and Zoho consultants use daily.

Zoho Desk and Jira ticketing tools course — INFONEXUS IT Institute Indore
Zoho Desk + Jira — Full Program
5 months · 3 progressive levels · 18 modules · Certification prep · 100% placement support
🟢 Basic Level — ITSM Foundations, Zoho Desk & Jira Fundamentals
⏱ 6 Weeks
🎫 Hands-On Lab Projects
🎓 No Prior ITSM Experience
📜 Foundation Certificate
01

ITSM Fundamentals & IT Support Lifecycle

  • What is ITSM? — IT Service Management concepts, ITIL v4 framework overview
  • IT support tiers: L1, L2, L3 escalation model and responsibilities
  • Incident management vs Problem management vs Change management
  • ITIL 4 practices: Service Desk, Incident Management, Service Request Management
  • SLA (Service Level Agreement) vs OLA (Operational Level Agreement) vs UC
  • Key ITSM KPIs: First Contact Resolution (FCR), MTTR, ticket backlog & CSAT
02

Zoho Desk — Setup, Navigation & Ticket Management

  • Zoho Desk account setup — department, team, and agent configuration
  • Ticket views: My Tickets, Unassigned, All Tickets — custom view creation
  • Ticket properties: priority, status, category, sub-category, due date, tags
  • Ticket actions: assign, merge, split, clone, link, and bulk operations
  • Time tracking on tickets — billable vs non-billable hour logging
  • Customer portal setup — self-service portal, knowledge base & ticket submission
03

Zoho Desk — Channels, SLA & Response Templates

  • Multi-channel ticket sources: Email, Chat, Social Media, Web Form, Phone
  • Configuring email channels — IMAP/POP3/SMTP and custom domain routing
  • SLA policies: response time, resolution time, escalation & business hours
  • SLA breach alerts and escalation rules — automatic re-assignment workflow
  • Email templates and canned responses for standard ticket replies
  • Live Chat widget configuration using Zoho Desk + SalesIQ integration
04

Jira Software — Projects, Issues & Board Fundamentals

  • Jira Cloud vs Jira Server vs Jira Data Center — architecture & licensing
  • Project types: Scrum, Kanban, Business (Team-managed vs Company-managed)
  • Issue types: Epic, Story, Task, Subtask, Bug — hierarchy & relationships
  • Issue creation: summary, description, priority, assignee, reporter, labels
  • Jira Scrum board: sprint creation, backlog management, sprint goals
  • Jira Kanban board: WIP limits, swimlanes, column constraints & board filters
05

Jira — Workflow, Transitions & Basic Reporting

  • Jira workflow: statuses, transitions, conditions, validators & post-functions
  • Default workflow vs custom workflow — cloning and editing workflow steps
  • Jira Query Language (JQL) — basic & intermediate queries for issue filtering
  • JQL functions: currentUser(), startOfWeek(), membersOf() for smart filters
  • Jira built-in reports: Burndown Chart, Sprint Report, Velocity Report, Control Chart
  • Dashboard creation: gadgets, saved filters, team velocity & project health views
06

Agile Foundations — Scrum & Kanban in Jira

  • Scrum ceremonies in Jira: Sprint Planning, Daily Standup, Review, Retrospective
  • User story writing: INVEST criteria, acceptance criteria & story point estimation
  • Planning Poker and T-shirt sizing estimation in Jira via Story Points field
  • Kanban principles: flow efficiency, cycle time, cumulative flow diagram (CFD)
  • Release management in Jira: versions, fix versions, release notes
  • Lab: Configure a full Scrum project + run a 2-week simulated sprint end-to-end

🟢 Basic Level Outcome: Students configure live Zoho Desk portals and Jira Scrum/Kanban projects from scratch — with SLA policies, multi-channel support, custom workflows, JQL queries, and a fully simulated Agile sprint.

🔵 Advanced Level — Automation, Integrations, JSM & Advanced Agile
⏱ 10 Weeks
🎫 Enterprise Lab Scenarios
🎓 Prerequisite: Basic Level
📜 Advanced Certificate
07

Zoho Desk — Automation Rules & Blueprints

  • Automation rules: Notify, Assign, Update, Add Tag — trigger & condition logic
  • Blueprint (Ticket State Machine): defining states, transitions, mandatory fields
  • Blueprint for multi-step ticket processing: approval gates & team handoffs
  • Macros: one-click batch operations for L1 agents (close, assign, reply templates)
  • Workflow functions: round-robin assignment, load balancing, priority escalation
  • Lab: Design a full incident management Blueprint for an IT support department
08

Zoho Desk — Knowledge Base, Reports & Analytics

  • Knowledge Base articles: categories, sections, tags, SEO & approval workflow
  • Article Suggest AI — automatic KB suggestion to deflect tickets from agents
  • Community forum module — user discussion, voting, moderation & spam control
  • Custom reports: ticket volume, agent performance, channel breakdown, SLA breach
  • Scheduled report delivery and dashboard widget configuration
  • Zoho Analytics integration — advanced pivot tables, trend analysis & forecasting
09

Zoho Ecosystem Integration — CRM, Cliq & Projects

  • Zoho CRM ↔ Zoho Desk integration — contact/account sync & ticket-to-deal linking
  • Zoho Cliq integration: ticket notifications, agent collaboration & @mentions in tickets
  • Zoho Projects integration: converting tickets to project tasks & sprint alignment
  • Zoho Flow (iPaaS): no-code automation connecting Zoho Desk with 500+ apps
  • Zoho One SSO: unified login, user provisioning & licence management
  • Telephony integration: Zoho Desk + RingCentral/Twilio for call-to-ticket workflow
10

Jira Service Management (JSM) — Customer Portal & Queues

  • JSM vs Jira Software — architecture differences & when to use JSM
  • Customer portal setup: request types, form fields, portal groups & branding
  • JSM Queues: custom JQL-based queues for L1, L2, L3 tiers
  • SLA management in JSM: goals, time metrics, start/stop/pause conditions
  • Change Management in JSM: change requests, CAB approval, change calendar
  • Asset & Configuration Management (Insight): CMDB setup and CI relationships
11

Jira — Advanced Workflows, Screens & Custom Fields

  • Custom issue types: creating Request Types, Incident, Problem, Change in Jira
  • Screen schemes: Create Screen, Edit Screen, View Screen — field placement
  • Field configurations: required fields, default values, renderers & field contexts
  • Workflow post-functions: update fields, notify users, Groovy script execution
  • Permission schemes: project roles, groups, application access & global permissions
  • Notification schemes: per-event email routing for team, reporter, watcher roles
12

Jira Automation & Advanced Agile Techniques

  • Jira Automation: triggers (issue created, transitioned, scheduled), conditions, actions
  • Smart Values in Jira Automation: {{issue.summary}}, {{issue.assignee.name}} syntax
  • Cross-project automation: syncing epics, cloning issues, parent-child propagation
  • Jira Advanced Roadmaps (Portfolio): program-level planning across multiple teams
  • Dependency management: start-to-finish, finish-to-start blockers on roadmap
  • Scaled Agile with Jira: SAFe PI Planning, Trains, ARTs & Programme Increments

🔵 Advanced Level Outcome: Students build enterprise-grade Zoho Desk automation blueprints, configure Jira Service Management portals, integrate Zoho One ecosystem apps, design multi-tier Jira workflows, and manage Scaled Agile programme planning.

🟣 Professional Level — REST API, Enterprise Admin & Certification Mastery
⏱ 8 Weeks
🎫 Enterprise Admin Projects
🎓 Prerequisite: Advanced Level
📜 Industry Cert + ACP Prep
13

Zoho Desk REST API — Ticketing Integration & Webhooks

  • Zoho Desk API authentication: OAuth 2.0, access tokens & API key management
  • REST API endpoints: GET /tickets, POST /tickets, PUT /tickets/{id}, DELETE
  • Creating tickets programmatically from external apps using Postman + Zoho API
  • Webhook configuration: ticket created, status changed, SLA breached event triggers
  • Integrating Zoho Desk with Slack via webhook — real-time ticket notification bot
  • Zoho Deluge scripting: custom functions for advanced business logic in workflows
14

Jira REST API — Automation & Third-Party Integration

  • Jira REST API authentication: Basic Auth, API Token, OAuth 2.0 (3LO) flows
  • Jira API endpoints: issue CRUD, sprint management, board operations, user management
  • Bulk issue import via Jira API — CSV data migration from legacy tools (ServiceNow, Remedy)
  • Jira Webhooks: triggering CI/CD pipelines (Jenkins, GitHub Actions) on issue transitions
  • Confluence integration: auto-create wiki pages from Jira sprint reports via API
  • Zapier + Make (Integromat): no-code Jira ↔ Zoho Desk bidirectional ticket sync
15

Zoho Desk Enterprise Admin — Multi-Org Governance

  • Multi-department Zoho Desk architecture: shared agents, department-level isolation
  • Zoho Directory SSO: SAML 2.0, Active Directory LDAP sync & MFA enforcement
  • Data governance: ticket data retention policies, GDPR compliance settings
  • IP whitelisting, TLS configuration, and audit log review for security compliance
  • Sandbox environment setup for testing automations before production deployment
  • Zoho Desk admin console: licence management, usage analytics & health monitoring
16

Jira Administration — Enterprise Governance & Security

  • Jira Admin global settings: application access, system settings & licence management
  • Atlassian Access: SSO (SAML 2.0), SCIM user provisioning & Managed Accounts
  • Project archiving, data backup, disaster recovery & import/export strategies
  • Jira performance tuning: indexing, database optimisation & memory allocation
  • Audit logging: tracking admin actions, workflow changes, user provisioning events
  • Jira Data Center HA setup: load balancing, shared file system & clustering
17

Certification Preparation — ACP-100, ACP-120 & Zoho Desk Consultant

  • Atlassian Certified Professional ACP-100 (Jira Administrator) — exam objectives review
  • ACP-120 (Jira Project Administration) — project configuration, permissions deep-dive
  • Zoho Desk Certified Consultant exam — platform administration, automation & reporting
  • Mock exam sessions: 100-question timed practice tests with detailed answer explanations
  • Exam registration guidance: Pearson VUE, Atlassian Certification Portal, exam vouchers
  • Post-certification: Atlassian Marketplace profile, Zoho Partner network application
18

Career Launch — Portfolio, Resume & Interview Preparation

  • ITSM Analyst & Jira Admin portfolio: documented configurations, screenshots & case studies
  • Resume for ITSM roles: ATS keyword optimisation for Jira Admin, ITSM Analyst, PM titles
  • LinkedIn profile: skill endorsements, Atlassian certification badge display, project showcases
  • Technical interview prep: Jira workflow, SLA configuration, JSM setup scenario questions
  • Salary negotiation benchmarks: ₹4–8 LPA (entry) to ₹15–20 LPA (senior admin)
  • INFONEXUS placement referrals: 200+ IT companies, BPOs, digital agencies, product firms

🟣 Professional Level Outcome: Students are Jira and Zoho Desk certified administrators — with REST API integration skills, enterprise governance knowledge, and ACP-100/ACP-120 exam readiness — targeting ITSM Analyst, Jira Admin, and Agile Coach roles at ₹8–20 LPA.

Career Outcomes

ROLES YOU CAN
TARGET AFTER THIS COURSE

INFONEXUS Zoho and Jira graduates are hired across IT service companies, product firms, BPOs, consulting firms, and Atlassian partners.

🎫
ITSM Analyst
₹4–8 LPA
⬡
Jira Administrator
₹6–14 LPA
📋
Scrum Master
₹8–16 LPA
⊛
Zoho Consultant
₹5–12 LPA
📊
Service Desk Manager
₹7–15 LPA
🔗
IT Operations Analyst
₹5–10 LPA
Our Faculty

TRAINED BY
CERTIFIED PRACTITIONERS

Every INFONEXUS Zoho and Jira trainer is a certified practitioner with real enterprise implementation experience.

Swati Jain — REST API & Integration Trainer INFONEXUS IT Institute

Swati Jain

API Integration Specialist

Zoho + Jira REST API Expert · 4+ Yrs · Atlassian Partner
Student Success

1500+ ANALYSTS.
ALL CERTIFIED. ALL PLACED.

Verified outcomes from INFONEXUS Zoho and Jira graduates working at IT companies, consulting firms, and Atlassian partner organizations.

★★★★★
"

The Jira Service Management module at INFONEXUS is the most thorough JSM training I've found anywhere. The SLA policy, change management, and CMDB/Insight sections were exactly what my HCL interview tested. The ACP-100 mock exams were spot-on — I passed on my first attempt.

Aakash INFONEXUS alumni
Aakash Gupta
Jira Admin
ACP-100 Certified
★★★★★
"

I came from a non-IT background and the ITSM fundamentals module made everything click. Zoho Desk blueprints and automation rules are now my daily tools at work. The Zoho CRM integration module was a bonus — I use it to give clients a 360° view. INFONEXUS placement support was excellent.

Priyanka INFONEXUS alumni
Priyanka Sharma
ITSM Analyst
Zoho Certified
★★★★★
"

The REST API module changed my career trajectory entirely. After INFONEXUS, I built a custom Jira-to-Zoho Desk integration for our enterprise client that saved 4 hours of manual work daily. Got promoted to Senior ITSM Consultant within 6 months of completing the Professional level.

Nikhil INFONEXUS alumni
Nikhil Saxena
Senior ITSM Consultant
ACP-120 Certified
FAQ

QUESTIONS ABOUT
ZOHO + JIRA COURSE

Everything you need to know before enrolling in INFONEXUS IT Institute's Zoho Desk and Jira program.

The INFONEXUS course covers ITSM fundamentals, Zoho Desk setup and administration, SLA management, multi-channel support, automation blueprints, Jira Software Scrum/Kanban boards, JQL, Jira Service Management (JSM), Zoho CRM integration, Jira Advanced Roadmaps, REST API integration for both platforms, enterprise SSO/LDAP administration, and Atlassian ACP certification preparation — across six weeks of Basic, ten weeks of Advanced, and eight weeks of Professional content.
Yes. The Professional level aligns with the Atlassian Certified Professional ACP-100 (Jira Administrator) and ACP-120 (Jira Project Administration) exam objectives. INFONEXUS provides 100-question timed mock exams, detailed answer explanations, exam registration guidance, and post-certification support for Atlassian Marketplace profile setup. For Zoho, the course prepares students for the Zoho Desk Certified Consultant credential.
No prior IT or ITSM experience is required. The Basic module starts from Module 01 — ITSM fundamentals, ITIL v4 framework, and IT support lifecycle — before introducing the Zoho Desk and Jira platforms. Students from customer service, operations, business analysis, and non-IT backgrounds regularly join and complete the full program successfully.
INFONEXUS graduates target: ITSM Analyst (₹4–8 LPA), Jira Administrator (₹6–14 LPA), Scrum Master (₹8–16 LPA), Zoho Desk Consultant (₹5–12 LPA), Service Desk Manager (₹7–15 LPA), IT Operations Analyst (₹5–10 LPA), and Agile Coach (₹12–20 LPA). Companies hiring our graduates include TCS, Infosys, HCL, Wipro, Atlassian partner firms, Zoho implementation partners, and IT consulting companies across India.
INFONEXUS offers both live online classes (Zoom) and offline classes at the Indore campus. All sessions are recorded with 12-month playback access. Weekday batches (Mon-Fri 7-9 PM) and weekend batches (Sat-Sun 10 AM-2 PM) accommodate working professionals. Each student gets access to a personal Zoho Desk trial account and a Jira Cloud environment for hands-on lab practice throughout the course.
New Batch — Seats Limited

MASTER ZOHO
MASTER JIRA
GET CERTIFIED.

Join 1500+ INFONEXUS ITSM professionals working at top IT companies and consulting firms. Book your free demo class — zero payment required.

⊛ Zoho Desk⬡ Jira Software + JSM
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