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The Jira plugin is *awful*

Related products:Freshdesk
  • Apr 13, 2016 11:32 PM UTC
  • 81 replies
  • 190 views
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81 replies

Apprentice
  • chogan
  • Apprentice
  • Dec 10, 2017 2:35 PM UTC

Just adding to the comments::

- We would like to integrate with multiple Jira organizations as represented by multiple client using Jira,, but seems only possible to have 1 integration.

Regards,

Cormac

Contributor
  • tom.guyatt
  • Contributor
  • Dec 13, 2017 5:27 PM UTC

In our experience we've not been able to get any useful information about linked Jira tickets via the tickets API, either. We wanted to be able to generate a report using the API, showing FD tickets that have linked Jira tickets. The only way to see if a ticket had a Jira link, and grab the Jira ticket ID was to crawl the DOM.

Community Debut
  • blackie.scott
  • Community Debut
  • Jan 16, 2018 10:35 PM UTC

Hey all,


We are currently evaluating Freshdesk and Jira integration is an important piece of the puzzle for us.  I see a comment 3 months ago from FD support promising an update soon but no such update following that.


Any word?  It sounds like there have been plans to address this for the last two years but I am not seeing that anything has happened.  Is there actually a plan do improve this or is that just marketing to appease?  I also note that the 'Mint' version of FD is not compatible with the Jira plugin?  


Any update please?

Contributor
  • eiren.smith
  • Contributor
  • Jan 17, 2018 2:02 PM UTC

Scott Blackie,


The Freshdesk forums are very inconsistently monitored. However, I've had very consistent responses submitting support tickets to Freshdesk. I've created innumerable tickets and Freshdesk staff always reply fast.

Contributor
  • craig_14155
  • Contributor
  • Jan 17, 2018 5:24 PM UTC

Agree with Scott. Wish there was more response on the forums but ticket response is A++ and like Scott, I file a lot of them and they are always polite and responsive.

aravind.sundararajan
Skilled Expert
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Hi,


We're currently working on making the app compatible with the MINT interface. The enhancements will follow suit right after the release of the MINT version. The tentative release for the MINT version is April'18.


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.
Contributor
  • craig_14155
  • Contributor
  • Mar 7, 2018 5:25 PM UTC

@aravind - this is great news to hear that this app will get some attention.

Can you share any highlights about what is planned in terms of enhancements?

aravind.sundararajan
Skilled Expert
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Sure Craig. I'll have a word with the product team and see if I can get the list of top planned enhancements. I'll keep you posted.


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.
Contributor

@Aravind,


We moved from Zendesk to Freshdesk in October of 17. When we signed up your sales team was boasting about the MINT interface and all your wonderful integrations. Here we are months and months later and we can't use MINT because we rely on JIRA integration. One of the main reasons we moved from ZD to FD. It is about time you guys actually started looking into this. I posted about this a long time ago with much reply until today.


https://support.freshdesk.com/support/discussions/topics/318443


Please understand this is a huge reason a lot of your users use your product. The integrations are key. And the old interface is sooo slow it hurts. We would love to use MINT asap. Thank you for your update.

aravind.sundararajan
Skilled Expert
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@Chris


I can understand your frustration with the delays and with JIRA being critical to your workflow, I'm at loss of words here. Agreed that we haven't been responsive here as much as we would like to but things are moving in the right direction. You'd see a lot more interaction on the community forums going forward.


The app is currently in testing phase and once it gets a GO from our testing team,you should see it in production. Thanks for your patience so far!


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.
aravind.sundararajan
Skilled Expert
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@Craig: In addition to the planned enhancements, we're also looking at different approaches on how the integration can be remodelled from scratch. These are few top items that we're looking at in terms of enhancements to the current integration:


1. Free text search for JIRA issue ID ( Now, it allows you to link only when you input the exact issue ID )


2. Show non-mandatory fields in the widget while linking a ticket to a JIRA Issue ( Now, it displays only the fields that have been made required in JIRA )


3. Link multiple JIRA issues to a single Freshdesk ticket


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

Hello,


The JIRA app is now compatible with the MINT interface. Go ahead and start integrating JIRA with Freshdesk MINT from the Admin->Apps section.


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.
Community Debut

Hi!

When will the additional features be released approximately, this is definitely a barrier for me selecting FD as our support platform.


Thanks!

Community Debut
  • andrew_17729
  • Community Debut
  • Sep 4, 2018 3:51 AM UTC

This is a big problem for me. I have kept selling Freshdesk to my team with the line, "Well it's missing X/Y/Z, but we always have the Freshdesk API."


Our software company heavily uses JIRA and I need to be able to at least read Jira links from the API. Then, we could build our own software solutions to make up for some inadequacies with the integration. Honestly, I would rather have Jira details via the API than I would have the integration "improved".


Just add Jira details to the Custom Fields info of the ticket. Please!

Contributor
  • craig_14155
  • Contributor
  • Sep 5, 2018 10:03 PM UTC

I completely agree with Andrew about API access to Jira details in a ticket. Please make this possible and also add an action that I can monitor using Observer.

Contributor
  • craig_14155
  • Contributor
  • Sep 7, 2018 9:53 PM UTC

Why is Jira plugin just spinning?

image


I see this in my Chrome browser console:

vendor-67a17ec07e989ef0d7c4188550c4b1f1.js:89 Deprecation warning: moment().subtract(period, number) is deprecated. Please use moment().subtract(number, period). See http://momentjs.com/guides/#/warnings/add-inverted-param/ for more info.

e.(anonymous function) @ vendor-67a17ec07e989ef0d7c4188550c4b1f1.js:89

28833:1 Mixed Content: The page at 'https://support.pubnub.com/a/tickets/8833' was loaded over HTTPS, but requested an insecure image 'cid:~WRD000.jpg'. This content should also be served over HTTPS.

cid:~WRD000.jpg:1 Failed to load resource: net::ERR_UNKNOWN_URL_SCHEME

Community Debut
  • mtamashiro
  • Community Debut
  • Sep 15, 2018 1:56 PM UTC

My Jira plugin is also showing that spinning thing. Any news from the fresdesk support team?

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

@Craig@Martin We've fixed the bug with the JIRA integration. You should be able to link/ create new issues from Freshdesk tickets. Please let us know if you're experiencing any issues and we'll be on it quickly!


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.
Community Debut
  • _17959
  • Community Debut
  • Oct 21, 2018 11:31 PM UTC

hello users,


We are launching our popular JIRA app on the freshdesk platform.Currently the app is in approval stage.However users who have the ability to install the custom app on their platform can contact us at support@integratecloud.com and we will give you our custom app so that you can install it in your freshdesk instance.


image

Community Debut
  • _17959
  • Community Debut
  • Oct 22, 2018 12:17 PM UTC




here is the demo of our JIRA app.image


Community Debut
  • _17959
  • Community Debut
  • Oct 22, 2018 2:50 PM UTC

We also show JIRA comments and linked tickets information in very detailed manner.See this screenshots


image



image



Contributor
  • craig_14155
  • Contributor
  • Oct 22, 2018 5:39 PM UTC

Freshdesk - if you would just open source your plugins, stuff like this could be added more quickly by the community. Please enhance this plugin. 

Another issue, now with Mint, is that I cannot change the email that will be the reporter so all our Jira issues that are created from Freshdesk are some generic email. In the old Freshdesk UI, you could at least override the default email.


So many things need to be done to this plugin to make it great! Let you community help with that.

Cheer!

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

Folks,


It has been a very long time since we made an update to the JIRA integration. When we started to re-work on this integration, we didn't see Mint coming up and so we had to prioritise making the existing integration compatible with Mint.


The community and the suggestions offered have been of tremendous value and have certainly helped us in shaping the new version of JIRA integration. Here's what you can do with the new version:

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. 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. Search for JIRA issues by the ‘subject’ fields as well as the issue number.  



You can install the latest version from our marketplace site. Follow the link to try the *improved* JIRA integration with your Freshdesk account.

Attaching a few screens here:




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.
Contributor
  • craig_14155
  • Contributor
  • Nov 28, 2018 12:19 AM UTC

The link to try to the new version is broken.

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

@Craig please try now and let us know your thoughts on this one.

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.
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