Need to integrate Jira and Freshdesk? Want full control over your sync rules?
We've got the perfect solution for you!
In this video, we walk you through setting up a bidirectional Freshdesk-Jira integration using a third-party integration solution called Exalate.
We’ll sync tickets between Jira Service Management (JSM) and Freshdesk and implement some advanced use cases.
Use Case: Frontline Service Desk Escalations
JSM acts as the main service desk for handling customer requests. Some requests, like finance-related tasks, get escalated to Freshdesk. These could be tasks handled by internal teams or an external ITSM vendor.
How the Freshdesk Jira Integration Works
- High-priority JSM tickets (marked with "Highest") and those with a custom field value "Escalate to" automatically trigger ticket creation in Freshdesk.
- Real-time bidirectional sync for ticket details, including priorities, attachments, and status updates.
- Private comments stay private between systems.
- Attachments, like a “copy of the contract,” are synced seamlessly to Freshdesk.
Advanced Use Case Customization Options
There are many ways to tailor this integration:
- Sync custom fields (like dropdowns and select lists) between Jira and Freshdesk.
- Bidirectional sync of priorities and statuses.
- Sync reporters, assignees, and user fields.
- Connect Jira Software with Freshservice.
- Control which Jira issue types sync with Freshdesk (e.g., only sync tickets from Freshdesk as Epics and Bugs in Jira).
- Sync attachments both ways.
With a fully integrated Freshdesk Jira setup, your teams will stay in sync, regardless of the systems they use.
Have a use case to discuss? Book a free call with our integration engineer or drop a comment below!