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Jira plus - Comments and status from Jira not syncing to Freshdesk

Related products:Freshdesk
  • August 2, 2019
  • 4 replies
  • 86 views
V
Apprentice

I updated to Jira Plus with the new API for Jira Cloud.  The Jira account being used is an admin account.


I can in tickets in Jira from Freshdesk just fine.


I have the settings set up so a comment in Freshdesk will show in Jira and a comment or status change in Jira leaves a private note in Freshdesk.


Comments from both platforms are not syncing.  


1) if a Jira ticket is made after any Freshdesk comments have been added those comments do not get pushed to the jira ticket.

2) Comments made in Freshdesk *may* make it over to Jira, but usually don't

3) no comments made in Jira show up in Freshdesk

4) when the status is updated in Jira, nothing happens in Freshdesk.


Now of this was a problem until I switched to Jira Plus.The old Jira plugin handled comments correctly.


Is there a solution for this? I am having to spend a significant amount of time copying and pasting comments back and forth so our Freshdesk agents can see what the Jira devs said and vice versa.

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4 replies

V
Apprentice
  • vanessa_12271
  • Author
  • Apprentice
  • August 2, 2019

I did some additional testing


Public comments & email replys in Freshdesk DO NOT get pushed to Jira

Private comments in Freshdesk DO get pushed to Jira


All comments in Jira DO NOT get pushed to Freshdesk

Status changes in Jira DO get pushed to Freshdesk.

S
Community Debut
  • snavaneeth
  • Community Debut
  • January 24, 2020

Any Updates on this. Even we are facing the same issue. Comments & Status are not getting updated both the ways.

T
Contributor

What I've noticed is that only comments from Jira users that we've maintained in Freshdesk get replicated to Jira though it was stated that there would be no need for Jira users to be Freshdesk agents. We have maintained Jira users as occasional users and have not actualle activated them as agents.

Now comments added in Jira get replicated to Freshdeks.

However, it seems to be - a very, very unfortunate - default feature that all customers' notes even from portal are treated as emails and no emails are replicated to Jira.
The picture we got when evaluating Freshdesk was that integration in between these solutions would be fluent and seamless. 
As it stands, it only reduces some of the manual work but still requires actually quite a lot of it,.

Disapointing as a whole.


J
Community Debut

Hi,

@Soumya
Hope the issue is resolved. If you still face the issue, please drop in an email to support@freshdesk.com.

@Tea
As stated, the Jira users needn't necessarily be an agent in FD for the comments to be reflected. If you face this issue still, please contact our support.

Cheers.

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