Link Freshdesk and JIRA accounts to associate JIRA issues with Freshdesk tickets.
Free
3.9 (200+)
3.5k installs
Verified by Freshworks
App has been reviewed by Freshworks and found to be compliant with our Marketplace coding and security guidelines
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Install
OverviewReviews How to install?
Installing the JIRA app for Freshdesk will let you create and associate JIRA issues with Freshdesk tickets.
Provide quality customer service with this JIRA - Freshdesk integration.
This integration enables a seamless connection between your Freshdesk and JIRA accounts. The app helps Freshdesk users connect JIRA issues to Freshdesk tickets. This app will also let you sync ticket statuses and comments from JIRA directly to Freshdesk whenever a change is made. This real-time information sync ensures that both engineers and support teams have a 360 view of the ticket+issue, including customer expectations and ticket status.
As the V2 version of the JIRA Freshdesk integrations, there have been some significant additions. With this version of the JIRA integration you will be able to:
1. Connect multiple JIRA accounts to your Freshdesk account
2. Connect multiple JIRA issues to a Freshdesk ticket and also connect a JIRA issue to multiple Freshdesk tickets
3. Customer Mapping: Customize JIRA columns that need to be shown in Freshdesk once the ticket is linked with JIRA
4. Define agent roles to allow or restrict agents from deleting JIRA issues from tickets
5. You can now search for JIRA issues by the ‘summary’ fields as well as the issue number
6. Add tags to the Freshdesk ticket whenever a JIRA issue is created or linked so that it can be easier to filter, fetch and track issues in Freshdesk
7. Edit comments on JIRA’s end and the updated comments can be viewed inside the Freshdesk ticket. This can be done one way for now
8. Installing or updating this app automatically installs the “Freshdesk for JIRA” app in the Atlassian marketplace
9. Map Freshdesk fields such as Source, Group, Agent, Freshdesk Ticket Number, Freshdesk Ticket URL, Customer Name, Customer Email Address, Customer Phone number, and Company Name to custom JIRA text fields
(Note: To see Freshdesk ticket data in JIRA, install the 'Freshdesk for JIRA' app from Atlassian marketplace)
The JIRA Project Management app helps deliver complete customer service with the combined power of the JIRA tool with Freshdesk.
Once the app is installed, it is rendered on the right side of the sidebar. Simply click the JIRA logo to begin using the JIRA app for Freshdesk.
This app also supports On-Prem version. (above 7+)
3.9
3.5k installs
Sign in to review app
200+
5
4
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Andy Meadows
about 12 hours ago
Updating this with new info - if your app update fails, remove the trailing slash at the end of your freshdesk URL. The update now requires this to be removed. My biggest issue with the integration is that the Agent in FD does not show up as the Reporter in Jira. This causes confusion with our engineers as every ticket looks to be opened by the FD Admin rather than the FD Agent. Otherwise, a very helpful integration.
Nate King
1 day ago
You're supposed to be able configure so you can use multiple JIRA accounts to pass tickets through from Freshdesk.
It's a simple concept: You have multiple FD agents, each with their own JIRA account. If Agent 1 promotes a ticket to JIRA, the JIRA ticket shows Agent 1 as the ticket reporter. If Agent 2 promotes a ticket, the reporter shows that it was Agent 2 that reported the JIRA ticket. Promoting a ticket from FD to JIRA should go through the agent's individual account, rather than an administrative account which creates the JIRA ticket under the same person every time.
Point one of the v37.0 release notes says: "1. Connect multiple JIRA accounts to your Freshdesk account" It's impossible to do this because you didn't even bother updating the configuration UI to allow for this. Additionally, configuration instructions (step 4) has a bad link.
Gerald Schwarz
4 days ago
I spent two hours configuring it with my colleague responsible for Jira and towards the end, not even the credentials worked. An extension that has over 1000 installations and is featured by Freshdesk with its own article (https://support.freshdesk.com/en/support/solutions/articles/50000000067-the-jira-plus-app) should not have bugs like four times the same fields in the selection of Jira fields to be displayed and a more intuitive user interface. We are lost with this addon, although I had previously managed to have an entire Freshdesk system up and running after two weeks.
Pulkit Gambhir
8 days ago
Unable to update
1. Click the Freshdesk Account Configuration tab.
2. Enter the Freshdesk URL and API Key.
3. In the General Setting tab, choose the actions to be carried out when the ticket status, priority, note or Jira status, priority and comment are changed or added to.
4. Under the Jira Account Configuration tab, enter the Jira Account URL, username and API Token and click "Verify Your Jira Account".
4. Select the Jira fields that need to be displayed on Freshdesk's Ticket Details page.
5. Configure the Freshdesk status and priority with JIRA status and priority.
6. Map Freshdesk fields with custom JIRA text fields
7. Click Install.
Not an Admin? Share this app with your admin to install it for you.
Version History
Version 37.0
Released on Mar 13, 2024
Updated the FDK version of the app.
Version 36.0
Released on Feb 12, 2024
Problem with auto complete fields has been fixed.
Version 35.0
Released on Sep 11, 2023
Bug fixes
Version 34.0
Released on Aug 31, 2023
Bug fixes
Version 33.0
Released on Aug 16, 2023
Bug fixes
Version 32.0
Released on Jun 09, 2023
Changes for easier debugging of issues.
Version 31.0
Released on May 29, 2023
Bug Fixes
Version 30.0
Released on May 29, 2023
Version 29.0
Released on May 29, 2023
Version 28.0
Released on May 29, 2023
Version 27.0
Released on May 29, 2023
Version 26.0
Released on May 29, 2023
Version 25.0
Released on May 29, 2023
Version 24.0
Released on May 29, 2023
Version 23.0
Released on May 29, 2023
Version 22.0
Released on May 29, 2023
Version 21.0
Released on May 29, 2023
Version 20.0
Released on May 29, 2023
Version 19.0
Released on May 29, 2023
Version 18.0
Released on May 29, 2023
Version 17.0
Released on May 29, 2023
Version 16.0
Released on May 29, 2023
Version 15.0
Released on May 29, 2023
Version 14.0
Released on May 29, 2023
Version 13.0
Released on May 29, 2023
Version 12.0
Released on May 29, 2023
Version 11.0
Released on May 29, 2023
Version 10.0
Released on May 29, 2023
Version 9.0
Released on May 29, 2023
Version 8.0
Released on May 29, 2023
Version 7.0
Released on May 29, 2023
Version 6.0
Released on May 29, 2023
Version 5.0
Released on May 29, 2023
Version 4.0
Released on May 29, 2023
Version 3.0
Released on May 29, 2023
Version 2.0
Released on May 29, 2023
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