Freshservice to Jira Integration with ZigiOps

The integration of IT Service Management (ITSM) and DevOps practices has become increasingly prevalent. Companies are recognizing the synergy between these two disciplines as they strive to achieve faster delivery of high-quality software and services. ITSM frameworks provide the structure and processes necessary for efficient IT service delivery, while DevOps methodologies emphasize collaboration and automation to accelerate development and deployment cycles. This convergence of ITSM and DevOps is reshaping how organizations manage IT operations and deliver value to customers.

Amidst this evolution, Freshservice and Jira have emerged as two of the most used ITSM and DevOps solutions. Freshservice offers comprehensive IT service desk and asset management capabilities, while Jira excels in project management and issue tracking. Both platforms are highly customizable and scalable, making them ideal choices for organizations seeking to streamline IT operations and align with DevOps principles. Moreover, Freshservice and Jira are among the most integrated ITSM and DevOps solutions, enabling seamless collaboration between development and IT teams.

This integration guide aims to explore how organizations can leverage the combined power of Freshservice and Jira to optimize their ITSM and DevOps practices, streamline workflows, and drive continuous improvement.

Freshservice Overview

Freshservice is a cloud-based IT Service Management (ITSM) solution designed to streamline IT service delivery and asset management processes. It offers a user-friendly interface and a comprehensive set of features to help organizations manage IT operations efficiently.

Key Features of Freshservice:

1. Service Desk: Provides a centralized platform for managing service requests, incidents, and changes.

2. Asset Management: Tracks IT assets throughout their lifecycle, including procurement, deployment, and retirement.

3. Incident Management: Facilitates the timely resolution of IT incidents through automated ticketing and escalation workflows.

4. Change Management: Streamlines the process of implementing and tracking changes to IT infrastructure and services.

5. Knowledge Base: Offers a repository of IT-related articles and solutions to empower users to resolve issues independently.

6. Self-Service Portal: Allows users to submit service requests, access knowledge base articles, and track the status of their tickets.

Jira Overview:

Jira is a leading project management and issue tracking tool developed by Atlassian. It is widely used by software development teams to plan, track, and manage their projects and tasks efficiently. ‍

Key Features of Jira:

1. Issue Tracking: Enables teams to create, prioritize, and track issues, bugs, and tasks throughout the development lifecycle.

2. Agile Boards: Provides customizable Kanban and Scrum boards to visualize and manage work in progress, facilitating agile project management.

3. Customizable Dashboards: Allows users to create personalized dashboards to track project progress, monitor team performance, and gain insights into project metrics.

4. Advanced Reporting: Provides a variety of built-in reports and analytics tools to track project progress, identify bottlenecks, and make data-driven decisions.

Why do companies seek to establish Freshservice to Jira integration?

Companies seek to implement Jira and Freshservice to streamline their operations and enhance productivity. Jira's robust project management and issue tracking capabilities empower software development teams to plan, track, and deliver projects more efficiently, while Freshservice's comprehensive IT service management features enable organizations to streamline service delivery, automate workflows, and improve IT asset management. By implementing Jira and Freshservice, companies can centralize their project management and IT service operations, foster collaboration across teams, and ultimately drive better business outcomes.

Challenges of the Freshservice to Jira integration

Benefits of Freshservice to Jira integration?

Choosing Integration Platform for Your Freshservice Jira Integration

The Freshservice to Jira integration addresses the critical need for seamless collaboration and efficient workflow management within modern enterprises. Freshservice offers robust IT service management capabilities, including incident, problem, and change management, while Jira excels in project management and issue tracking.  

By integrating these platforms, organizations can bridge the gap between IT service delivery and software development, enabling teams to work together more effectively and accelerate delivery of high-quality services and products. When choosing the best integration platform for Freshservice to Jira integration, consider the following:

• Compatibility: Ensure compatibility with Freshservice and Jira APIs.
• Ease of Use: Look for a user-friendly interface and intuitive tools.
• Customization: Seek flexibility in mapping fields and defining synchronization rules.
• Reliability and Performance: Prioritize a reliable platform with high availability.
• Scalability: Choose a platform that can accommodate future growth.
• Security: Ensure compliance with industry standards for data security.
• Support and Documentation: Check for comprehensive support resources and documentation.

By evaluating these factors, organizations can select a reliable and flexible integration platform to seamlessly connect Freshservice with Jira, optimize workflow processes, and achieve better business outcomes. ‍

Why ZigiOps fits the profile?

A no-code integration platform offers significant advantages for integrating Freshservice with Jira, making it the optimal solution for organizations seeking simplicity, agility, and efficiency in their integration efforts. With a no-code platform like ZigiOps, organizations can achieve seamless connectivity between Freshservice and Jira without the need for complex coding or development skills. This approach drastically reduces the time and resources required for integration, allowing teams to focus on strategic initiatives rather than technical implementation details.

ZigiOps provides a visual,  interface that enables users to configure integrations through simple point-and-click actions. This intuitive platform empowers business users, IT administrators, and citizen integrators to design, deploy, and manage integrations quickly and effectively, without relying on specialized coding expertise. By eliminating the barriers to integration, ZigiOps democratizes the integration process, enabling cross-functional teams to collaborate more efficiently and accelerate time-to-value.

Moreover, ZigiOps offers pre-built templates and connectors specifically tailored for integrating Freshservice with Jira, further simplifying the integration process. These templates provide out-of-the-box functionality for common integration scenarios, such as syncing tickets, updating statuses, and sharing data between the two platforms. With ZigiOps, organizations can leverage these pre-built assets to rapidly deploy integrations and start realizing the benefits of connected IT service management and project management workflows.

In addition to its ease of use and flexibility, ZigiOps offers robust security features and scalability to meet the needs of enterprise IT environments. Its advanced capabilities include real-time data synchronization, error handling, and monitoring, ensuring reliable and consistent integration performance. With ZigiOps, organizations can confidently integrate Freshservice with Jira, streamline their IT and project management processes, and drive greater efficiency and collaboration across teams.

Key features of the Freshservice to Jira integration

Freshservice to Jira integration with ZigiOps is designed to streamline communication and data flow between these two platforms, enhancing collaboration and efficiency in IT service management. Here are the key features of this integration:

1. Bidirectional Sync: ZigiOps facilitates bidirectional synchronization between Freshservice and Jira, ensuring that data is kept consistent and up-to-date across both platforms. This includes tickets, issues, comments, attachments, and other relevant information.

2. Automated Workflows: The integration allows you to automate workflows between Freshservice and Jira, reducing manual intervention and enhancing productivity. You can define rules and triggers to automate actions such as ticket creation, status updates, and assignment changes.

3. Custom Mapping: ZigiOps offers customizable mapping capabilities, allowing you to map fields and attributes between Freshservice and Jira according to your specific requirements. This ensures that data is mapped accurately and consistently between the two systems.

4. Real-time Updates: The integration provides real-time updates, ensuring that changes made in either Freshservice or Jira are reflected immediately in the other platform. This enables seamless collaboration and visibility across teams.

5. Security and Compliance: The integration ensures that data transfer between Freshservice and Jira is secure and compliant with industry standards and regulations. This includes encryption, authentication mechanisms, and adherence to data privacy regulations.

6. Scalability: ZigiOps is designed to scale with your organization's needs, supporting large volumes of data and users without compromising performance or reliability. This ensures that the integration remains effective as your IT service management requirements evolve.

7. Ease of Deployment: The integration is easy to deploy and configure, with intuitive setup wizards and user-friendly interfaces. This allows you to quickly get up and running with the integration without requiring extensive technical expertise.

Most common Freshservice to Atlassian Jira integration use case

In an IT environment where Freshservice handles tickets and Jira manages issues, a bi-directional integration is crucial for smooth operations. Without such integration, transferring data between the two platforms is manual and error-prone. For instance, when a support agent manually transfers ticket details to Jira, there's a risk of omitting critical information or miscommunication between teams, leading to delays. However, with a bi-directional integration in place, updates made in Freshservice automatically synchronize with Jira and vice versa, ensuring real-time collaboration, minimizing errors, and accelerating issue resolution.

The best way to resolve the Freshservice to Atlassian Jira integration scenario

In the optimal scenario, leveraging a no-code platform like ZigiOps for integrating Freshservice and Jira brings unparalleled efficiency and simplicity to the process. With ZigiOps, setting up the bi-directional integration between Freshservice and Jira becomes effortless, requiring minimal technical expertise. Users can quickly configure the integration through intuitive interfaces, eliminating the need for complex coding efforts. By automating the synchronization process, ZigiOps ensures seamless communication between Freshservice tickets and Jira issues, enhancing collaboration, reducing manual errors, and accelerating issue resolution.

Freshservice to Jira integration with ZigiOps no-code platform

Step 1: ZigiOps installation

The initial phase of integrating Freshservice with Atlassian Jira involves the deployment of the ZigiOps platform. ZigiOps provides comprehensive documentation outlining its prerequisites and installation procedures for added clarity. Accessible on both iPaaS (Integration Platform as a Service) and on-premises environments, ZigiOps boasts a user-friendly installation process that only requires a few clicks to set up and initiate.

For on-premises installations, the entire process typically takes no more than five minutes to complete. Notably, ZigiOps is designed as a no-code solution, eliminating the need for additional coding efforts. Furthermore, its integration does not necessitate alterations in other applications. Thanks to its robust security protocols, ZigiOps adheres to strict policies and does not retain any of your information.

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Accessing ZigiOps is a swift and straightforward process. The integration platform only necessitates the input of a username and password for login, ensuring a quick and user-friendly authentication experience.

Step 2: Exploring the ZigiOps Dashboard functionalities

ZigiOps smoothly guides users to the primary Dashboard. Here, essential information is readily available, such as the count of current system integrations, active licenses, and the status of connected systems.  

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Additionally, it provides data on the number of extracted records over a predefined timeframe, important statistics, and the health status of both systems and the integration platform.

Step 3: ZigiOps Connected Systems Menu

ZigiOps’ Connected Systems Menu allows us to see the systems we’d like to integrate. In our case they’ll be Freshservice and Atlassian Jira. Upon clicking on “Add a new system” the ZigiOps no-code platform will show a list of all the systems available for integration.

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Step 4: Connecting to Freshservice

Connecting to Atlassian Jira is a quick and straightforward process, requiring just a few clicks and the following details:

• Instance URL
• User
• Password

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Additionally, if necessary, we can log in through a proxy.

Step 5: Connecting to Freshservice

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 Establishing a successful connecting with Freshservice is a simple task for ZigiOps. The integration platform requires only:

• Valid API token
• Valid email

Once we've established connections with the desired systems for integration, we can proceed by clicking on the "SAVE" and "TEST" options presented by ZigiOps in the upper right corner. This action enables the integration platform to save and test the connections.  

Additionally, it initiates the collection of metadata, which will be utilized later for configuring the Freshservice to Jira software integration.

Step 6: ZigiOps Integrations Template gallery

Subsequently, we can proceed with the Freshservice to Atlassian Jira integration by selecting the "Add a new system" option. This feature enables us to select from a variety of pre-defined templates provided by ZigiOps. In instances where specific actions are required, ZigiOps also offers the option to import custom templates tailored to meet the criteria of the integration use case.

‍Step 7: Freshservice to Jira Software integration template

The primary integration section of ZigiOps presents the precise systems we intend to integrate, the types of data slated for transfer and synchronization, as well as the correlation logic that ZigiOps will employ to execute the integration seamlessly.

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‍Step 8: ZigiOps Freshservice to Jira software integration – Action levels

ZigiOps offers users a multitude of actions they can perform, depending on the integration use case and the needs. For the Feshservice to Jira integration, there are 3 Action Levels:

-Create Freshservice ticket

-Update Freshservice ticket

- Update Jira bug

Freshservice to Jira integration – Create Freshservice ticket

ZigiOps provides flexibility in customizing integrations to align with current requirements. Users can effortlessly select triggers, trigger conditions, and expressions according to their needs.

In achieving a successful integration between Freshservice and Atlassian Jira through ZigiOps, effective trigger conditions play a crucial role. By utilizing polling as a trigger action, ZigiOps actively monitors newly created tickets in Freshservice, offering customization options for scanning intervals—whether in minutes, seconds, or days. Moreover, a key aspect of trigger conditions entails specifying a field name and value, ensuring ZigiOps initiates scans only when the specified criteria are fulfilled.

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ZigiOps offers advanced field mapping functionality, providing users with heightened control over the precise information details that the connector can retrieve and transfer.  

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This feature ensures a more customized integration experience, tailored to meet specific needs and requirements.

Update Freshservice tickets

An extensive integration platform like ZigiOps enables users to effortlessly select the specific data they wish to transfer from one system to another throughout the integration process.

ZigiOps allows users to, also, easily update the Freshservice tickets with new information. This ensures that all IT teams are synched on any changes.

The advanced Field Mapping options provides the opportunity for users to tailor ZigiOps in a way that will allow them to get as much detail as possible.

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Update Jira bug

The Jira bug update plays crucial role for the Freshservice to Jira software integration. Its enrichment with information helps the teams operating with the two systems to have a clearer perspective on the accumulated data. As a result, decision making becomes better and easier.

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Conclusion

In conclusion, the bi-directional integration between Freshservice and Jira addresses the needs of companies leveraging these platforms for distinct yet complementary purposes. While Freshservice excels in IT service management, Jira offers robust project management capabilities. The integration between these systems becomes imperative to streamline workflows, enhance collaboration, and ensure seamless data exchange between IT and development teams. ZigiOps emerges as the optimal solution for this integration, offering advanced functionality, intuitive customization options, and robust support, thereby facilitating efficient collaboration and maximizing the benefits of both platforms for businesses.

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