Freshworks Partner

Work better with your engineering team with the new, advanced Atlassian Jira plus app. The seamless two-way connection between Freshdesk and Jira ensures that your agents and the engineering team can collaborate effortlessly. Your engineering team will see customer requests and issues, and your customers get better and faster support. Get a 360-degree view of every issue for efficient issue resolution.

In this article, we’ll talk about 

• Things we can do with the integration

• How to install the app?

• How does the integration work in Freshdesk and JIRA?

Here are some things you can do with the integration:

• Admin configuration in Freshdesk

  • You can connect multiple Jira accounts (both cloud and on-prem) to a Freshdesk account.

  • As part of this integration, you can configure following ‘Sync’ activities and this is a 2-way syn:

    • Sync comments- Have the support team and engineers communicate in real-time using notes and comments

    • Sync priorities- Keep the priority field synchronized between Freshdesk tickets and Jira issues to ensure issues are prioritized consistently based on their impact on customers.

    • Sync ticket and issue status- Keep agents and customers informed by synchronizing the status field between Freshdesk tickets and Jira issues, ensuring progress updates are always aligned.

    • Sync Freshdesk fields with Custom JIRA text fields- View more information in JIRA by mapping custom JIRA text fields to Freshdesk fields such as Source, Group, Agent, Freshdesk Ticket Number, Freshdesk Ticket URL, Customer Name, Customer Email Address, Customer Phone number, and Company Name.
      Note: The sync operation will work only between the primary Jira issue associated and the Freshdesk ticket.

  • Also Configure the fields your agent access from tickets.

  • Add tags to the Freshdesk ticket whenever a JIRA issue is created or linked so that it can be easier to filter, fetch and track issues in Freshdesk

• Admin Configuration in Atlassian Jira:

  • Customize the Freshdesk ticket information you see in JIRA

• Freshdesk Agents can create Jira issues from Freshdesk, search and link up to 5 Jira issues per ticket (with one as Primary), or associate a Jira issue with multiple tickets.

• Atlassian Jira Agents can view Freshdesk tickets that are linked to a JIRA ticket in the sidebar next to the corresponding JIRA issue

How to Install the Jira App?

The JIRA integration for Freshdesk supports cloud and on-premise variants from version 7.0 to the latest version. 

1. Log in to Freshdesk as Admin.

2. On the top-right corner, click on the Marketplace app icon.
   

3. Alternatively, you can click on the Marketplace Apps option and go directly to the Apps section to search for the app.

4. On the Jira Plus app page, click Install

5. In the Configuration page that appears, enter your Freshdesk URL and API key, This article will help you find your API key. Click Authenticate Account

6. Under the Settings tab that appears, Enter your Jira URL, admin email, and Jira API.

7.  Under Connected accounts, click the drop down near the account you connected.

8. Fill in the following information:

• Admin email address (Freshdesk)

• Product to be linked to the account (if there are multiple products)

• Projects to be displayed - Choose the Jira projects that must be visible to your Freshdesk support agents and link Freshdesk tickets to Jira issues. 

• Jira fields in Freshdesk—You can map Freshdesk fields such as Source, Group, Agent, Freshdesk Ticket Number, Freshdesk Ticket URL, Customer Name, Customer Email Address, Customer Phone Number, and Company Name to any custom JIRA text field.

Note: If you are installing the JIRA app for the first time, you can choose specific Freshdesk ticket fields that must be displayed once a ticket is linked to JIRA. If you are already using the ‘Freshdesk for JIRA’ app, you have to select these fields from the settings of the ‘Freshdesk for JIRA’ app  (Note: If the fields are not chosen, the integration will still be successful, but the information will not be displayed efficiently in JIRA). 

• Tags in Freshdesk - Choose the tags to be added to the Freshdesk ticket, whenever a JIRA issue is created or linked.

• Status - Map the status of Freshdesk ticket to the corresponding Jira Ticket.

• Priority values—The Low, medium, high, and urgent priorities in Freshdesk and JIRA can be mapped with the statuses on JIRA. This way, you can prioritize product issues based on their impact on your customers. 

• Custom fields - The custom JIRA text fields managed by both Team and Company projects can be mapped to the fields from Freshdesk. You can sync Freshdesk fields to multiple projects. The name of the project will be displayed in the bracket following the JIRA filed name (Note: The mandatory Custom JIRA fields cannot be mapped for now)

9. Click Save

10. In the Global Settings tab, configure how updates sync between Jira and Freshdesk, including ticket statuses, comments in Freshdesk, and Jira issues and comments. 

11. You can also configure the action to take when a ticket or issue priority is changed in Freshdesk and Jira and select the roles that can delete Jira issues.

12. In the Atlassian JIRA Settings page that appears, configure the following settings:

    • Widget title - This is the name that will appear in the Jira widget present in Freshdesk.

    • Domain - Enter your JIRA domain URL

    • Username - Username of the Jira account

    • API Token—You can generate your API token here and verify your JIRA account. (If you are using on-premise JIRA, you can publicize the JIRA domain by downloading ngrok).

    • Under sync updates, configure how updates sync between Jira and Freshdesk, including ticket statuses, comments in Freshdesk, and Jira issues and comments. You can also choose whether to sync the inline image in the Freshdesk ticket description and other attachments between Freshdesk and JIRA

How to install Freshdesk by Freshworks app in Jira

Note: This step does not apply to on-premise accounts

To install the Freshdesk by Freshworks app in Jira,

1. Go to Apps > Manage Your Apps

2. Search for Freshdesk. On the Freshdesk page that appears, enter the following details:

   1. In the Configuration tab

      1. Freshdesk domain

      2. Freshdesk API key

   2. In the Ticket Fields tab

      1. Select the Freshdesk ticket fields to sync. The fields for Jira issues will appear in the Freshdesk widget.

Mandatory Firewall Configuration Required for On-Premise Jira Accounts
To ensure Freshdesk can connect to your Jira server, add exceptions for the following VPC IPs based on your Freshdesk account’s location:

Attachment Handling:
For attachments in Jira, whitelist the static Public NAT IP: 18.215.103.250

• Ensure that the above-whitelisted IPs remain active while adding this new IP to avoid disruptions in functionality.

• If customizing the port range, use 1024 to 65535. If no customization is needed, whitelist the IP with default port settings.

How does the JIRA integration work?

In Freshdesk

When a customer contacts the support team about a product bug or feature request, you can create a new issue or link tickets to an existing one. The support team can edit JIRA columns when a new issue is created.

The summary and description fields on the ticket creation form will auto-populate from Freshdesk tickets. Inline attachments in the ticket description will automatically be added to the Jira description. Note: Maximum size of images allowed is 10MB..

Post creation, the Jira issue will automatically get associated with a ticket. 

You can link the ticket to an existing issue by searching for the issue's subject, summary, or ID.

As soon as your Freshdesk ticket is linked to one or more JIRA issues, the Jira issue ID is added as a tag. 

Note: You can link up to 5 Jira issues, and sync between Freshdesk and Jira will happen between the first or primary Jira issue and the Freshdesk ticket.

In JIRA

Engineers will be able to view details of the customer tickets linked to an issue.

How can Freshdesk Agents and Jira engineers collaborate:

1. If 2-way sync between status or priority or custom field is enabled. For example, if the admin has configured a two-way sync between FD status and Jira status: FD closed = Jira Closed. If the Jira eng resolves the issue and updates the status to closed, the FD ticket will be closed.

2. If 2-way sync is enabled between notes, Jira engineers will see it as a comment whenever an FD agent adds a note and vice versa.

3. Also, when an FD agent creates or links Jira issues in Freshdesk, Jira eng will see associated tickets in the FD app on Jira.