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The Jira plugin is *awful*

Related products:Freshdesk
  • April 13, 2016
  • 81 replies
  • 143 views
K
Contributor

 The jira plugin is so bad I just turned it off.


  1. No actual search - you can only link by ID or create a new Jira. This will cause a rash of duplicates in Jira over time.
  2. No ability to customize what fields are available
  3. No ability to link to multiple issues (from either side)
  4. *automatic* 2-way updates = useless noise in both systems


It was so bad, I'm now looking at Desk.com and Jira Service desk as alternatives. This is critical functionality for us. The Desk.com plugin is quite elegant by comparison, and while I haven't looked at Jira Service yet, I tend to believe it might be decent...


Guys..really?

81 replies

B
Contributor
  • bevis
  • Contributor
  • April 14, 2016

Although not entirely related, I would also like to add that the Survey Monkey integration simply does not work as intended. 

K
Contributor
  • keith_11877
  • Author
  • Contributor
  • April 14, 2016
Unfortunately a lot of FD features and plugins smack of "checkbox" design - good for marketing but not much else. Hopefully as they are now re-factoring everything for the new architecture they will also take a good look at functionality.

 

P
Community Debut
  • priyo_old
  • Community Debut
  • April 14, 2016

Hi Keith,


Our JIRA integration enhancement is in the works and we aim to solve most of the oft requested features from our customer base. Will attempt to answer the specifics points that you have raised


1. Issue search from Freshdesk to JIRA. We are evaluating some form of keyword based search to return matching subject issues. Will be incorporated if technically feasible.

2. Field customisations (Could you please elaborate the use case a bit more? Would this mean support for custom column view for a JIRA issue in Freshdesk?)

3. The ability to link multiple Freshdesk tickets to one JIRA issue would work. Comments added to Freshdesk tickets would make it to the JIRA issue. However, notes from JIRA to Freshdesk is designed to work only on the first ticket that is linked to the JIRA issue. This is done to maintain a single thread of conversation with JIRA developers from Freshdesk

4. If automatic updates are not required they may be set to the appropriate status of 'Do Nothing'


As part of the enhancement, we are working on :
1. Providing a snapshot of the linked JIRA issue on Freshdesk ticket details page without the need for clicking on the linked issue hyperlink

2. Custom workflow status sync support

3. Custom column support

4. Quick access to ticket id that is receiving comments from JIRA in case multiple Freshdesk tickets are linked to the same JIRA issue


Thanks,

Priyo,

Freshdesk Product Management

P
Community Debut
  • priyo_old
  • Community Debut
  • April 14, 2016

Hi Bevis,


Please share your Survey Monkey use cases such that we can add them to our feature queue.


Thanks,

Priyo

Freshdesk Product Management

Z
Community Debut
  • zak
  • Community Debut
  • April 26, 2016

Priyobrato, while Keith makes some good points, I think Freshdesk should focus on the stability of the existing functionality before adding features. I have spent weeks trying to get assistance from your support team as none of my JIRA updates show in their linked Freshdesk tickets. Your support team does not seem to have the necessary tools to investigate why this is happening, such as log files of the requests.

A
Contributor

We are heavy users of JIRA integration and we desperately need a way to search tickets by JIRA issue id.

K
Contributor
  • keith_11877
  • Author
  • Contributor
  • May 11, 2016
@Zak- usually when stuff is rushed you a) get unstable code and b) poor features. Hopefully these enhancements planned for (when???) will address both.

The use-case @Alessandrodescribes is also definitely needed. For example, let's say you allow your support agents to "park" a ticket once a bug has been filed "Waiting for Bug Fix". Then you release a new version of your product which fixes say, 12 bugs. Now we want to search the ticket pool in a structured way (bug: matches foo,bar,blech) so that we can now notify all those customers that a fix is now available.

BTW Zendesk and desk.com implementations are well described publicly and would be worth emulating.

P
Community Debut
  • priyo_old
  • Community Debut
  • May 14, 2016

Hi Alessandro,


In the existing implementation when multiple Freshdesk tickets are linked to a single JIRA issue and set to inactive status such as 'waiting on feature release', the tickets would be reopened once the JIRA issue is closed (this is limited to using the default workflow). Alternatively in case you are using non default workflows then you may set the admin option for setting 'Add private note in Freshdesk and notify agent'. This would generate ticket updates and notifications for agents of the tickets as the JIRA issue moves on the development workflow.


Hi Zak,


I see that you had raised a ticket with Freshdesk for JIRA updates not reflecting on Freshdesk tickets. I understand that our engineering wanted to have an update on the status id for the webhook calls. I request you to use the ticket to bring the resolution to fruition. Please note that this is an issue we are seeing very specific to your account, but we are committed to understanding and resolving it.


Thanks,

Priyo

Freshdesk Product Management

A
Contributor

Hi Priyobrato,


thanks for your suggestions but both are not feasible in our workflow:


- We cannot auto update ticket status following JIRA issue status because JIRA issues workflow is quite complex and issues are frequently reopened.

- We cannot update internal ticket notes with JIRA comments because we have JIRA issues with more tha 50 comments and ticket will be a mes.


We really need a way to search for jira issue id. It shouldn't be so complicated, but I know that designign things on a large scale it's not so easy.


Please consider adding this feature, because I'm afraid it will be a critical issue when my team will evaluate again freshdesk after our first six months.


Thanks,


Alessandro

M
Apprentice
  • madkins
  • Apprentice
  • February 14, 2017

Has any progress been made on this?  The same issues exist with the Jira plugin, and nothing seems to be in the works.  We need this desperately.

P
Contributor

At least having the JIRA id into the API would be useful..


E
Community Debut
  • e.macgregor
  • Community Debut
  • May 5, 2017
I would also like a way to link multiple Jira items to a single freshdesk ticket, and have the Jira ID/subject displayed in the ticket without having to click to see them.

 

K
Contributor
  • keith_11877
  • Author
  • Contributor
  • May 18, 2017

Still awful...

J
Community Debut
  • jclaxton
  • Community Debut
  • June 15, 2017

 The integration with JIRA was a big reason my helpdesk chose the Freshdesk product, but we have found it to be not nearly as robust as we had hoped, and it is completely unreliable.  So far it has been down more than it has been functional. 


Dealing with Freshdesk support about it has been frustrating and unproductive.  They are slow to respond and don't seem to be equipped with the tools or knowledge they need to troubleshoot effectively. 


Freshdesk in general don't really seem to stand behind their integrations, even though they use them as a selling point. 

E
Contributor
  • eiren.smith
  • Contributor
  • June 23, 2017

This could be a problem for us. We will likely move to JIRA Software (the official name for the JIRA bug tracking product) in the future.

N
Community Debut
  • nluisi
  • Community Debut
  • July 6, 2017

Is there a way to have time entered in Freshdesk carry over to the associated Jira ticket?

C
Contributor
  • chris.alfaro
  • Contributor
  • October 4, 2017

What this addon/app/plugin needs...

1: Search for JIRA items. Search the ID and the subject line.
2: CUSTOM FIELDS!!! None of the right fields are pulled into FD. We have many fields that are not shown. If you select a project, you should display all the fields for that project.

image



G
Contributor
  • gcattani
  • Contributor
  • October 5, 2017

We're also seeing the limitations of the JIRA integration especially in our high volume B2C environment. To avoid comment SPAM going into the JIRA we create a Tracker ticket in Freshdesk for the issue and then link that ticket to JIRA. This adds time and effort for my team, but it is the only way we can currently stop Spamming the dev teams with the public comments that go back and forth as part of the day to day support communication.

I can see in JIRA that Zendesk has a integration which separates out the tickets comments form linked tickets: 


image


Surely Freshdesk can provide something similar in terms of improved functionality??


We don't just want to turn off the auto sync of comments because in our lower volume B2B environment there is less back and forth with customers so this isn't an issue.

C
Contributor
  • craig_14155
  • Contributor
  • October 13, 2017

I just came from Desk and their JIRA integration is not great.


But Freshdesk, there is so many easy things to make this App so much better. Is it going to get any attention anytime soon? I mean the simplest thing you need to do is display the JIRA issue ID in the ticket. You can barely tell when a JIRA is attached to the ticket as it is. 


And how about an option to only send private notes to the JIRA issue instead of every single reply from an agent or customer. It would be real nice if I could add a note and then decide if I want to send that to the JIRA.


I asked for the source code to do the work on a forked repo but was denied. 

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello Folks,


First, my sincere apologies for leaving this topic in the dark for a very long time.We'll look into the suggestions and come up with an update on this post soon. 


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
C
Contributor
  • chris.alfaro
  • Contributor
  • October 17, 2017

I know the post was removed but I am appalled at the person from a competitor company advertising their product here.

C
Contributor
  • craig_14155
  • Contributor
  • October 17, 2017

Chris - totally agree with you. Very poor form to advertise your product on a competitor's site like that. All it did for me is convince me I do not want to do business with them.

N
Community Debut
  • nsaia
  • Community Debut
  • November 2, 2017

I got this to work. 


  1. Go to Jira Issues>Field Configurations
  2. Select Default Field Configuration
  3. Find field and make sure it is Visible and Required.  Jira will show the opposite value in the toggle link.  It should look like this when it is correctly set to Visible and Required: 

    image

C
Contributor
  • chris.alfaro
  • Contributor
  • November 6, 2017

Nick,


This is great but would require these fields for all new tickets in JIRA. I would love to have optional fields in Freshdesk. Thanks for the GREAT tip!

C
Contributor
  • craig_14155
  • Contributor
  • November 20, 2017

If I could modify the JIRA Plugin, it would be to display the info that is shown in the popup dialog inline where the plugin appears:

image




Instead of just this...

image



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