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Does the Jira Plus plugin show links to FD tickets?

Related products:Freshdesk
  • May 22, 2019
  • 6 replies
  • 40 views
I
Contributor

So I've just realised that my old Jira plugin has stopped working (Atlassian removing support for username-based authentication probably had a bit part in this).


I've just gone through a lot of work to get the new Jira Plus plugin working, and my first impression is that I like the new linking mechanism, being able to search directly from within FreshDesk is very helpful.


BUT, what I'm really missing from the old plugin is that it previously updated my Jira tickets with links directly to my FD tickets.

image


Where has this, or its equivalent, gone??  I can't see any way to backtrace a Jira ticket to a FD ticket.  The only thing I get is a ticket number buried in the comments, and even then only if an update occurs on the ticket.

image


Please tell me I'm missing something.

6 replies

michaelm
Community Debut
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  • michaelm
  • Community Debut
  • May 24, 2019

Hi Ian,


In our JIRA, a new item has been added in the right sidebar on the issue view, called "Freshdesk Support". If you click on "Open Freshdesk Support", it shows the linked FD tickets.


image


Best,


Michael

I
Contributor
  • ian_14285
  • Author
  • Contributor
  • May 27, 2019

Okay I've worked it out.  I only installed the "Jira Plus" addon into Freshdesk (J>F).


The previous addon had instructions for the configuration of a custom field, but the instructions for the new J>F addon don't say anything.  I now see I also need to install the "Freshdesk for Jira" addon into Jira (F>J).


Crappy documentation all around.  The J>F addon doesn't mention the F>J addon at al (or vice-versa)l.  The F>J addon has all the wrong screenshots and instructions.  I'll let Freshworks know about my dissatisfaction.



W
Apprentice

Hi,


I had a similar situation however right now almost everything is working. So right now I am able to see on my new FD tickets to which new Jira tasks are linked and on my NEW Jira tickets on the right sidebar menu I can see to which NEW FD ticket are linked as well. Good.


However, I can not see on my all previous FD tickets to which Jira tasks they are linked. This is terrible. The infromation from the right sidebar dissappeard - there is no information to which Jira tickets they are linked. Of course on the old tasks in Jira right below description still there is a comment with a direct link to my FD tickets but it is not enough of course.


To sum up after all the new updates all my previously linked Jira tasks to FD ticket gone. Please help me to restore it - it is extremely important to have it back.

J
Community Debut

The only problem I see is that there is no version of the Jira plugin for Jira server.

D
Apprentice

Hi. Is there any Plugin available for Freshdesk in Jira Server ? 

J
Community Debut

Hi Deepak,

We have the "Freshdesk for Jira" app in Jira for Jira and Freshdesk connection.

Here are some things you can do with the integration

  • Associate support tickets with issues in Jira for bugs, feature requests, etc. 
  • Give engineers a complete view of all customer conversations related to an issue
  • Sync comments- Have the support team and engineers communicate in real-time using notes and comments
  • Sync priorities- Prioritise issues in Jira based on the severity of impact for your customers
  • Sync ticket and issue status- Keep agents and customers updated based on the progress of an issue on Jira.

    If you are looking forward to know if the browser plugin is available, I would have to say it is not available now.


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